Contract Management & Customer Experience Lead at ILS Fleet Management Services Limited

ILS Fleet Management Services Limited, a subsidiary of TAK Logistics Limited, is a top-tier transportation firm based in Port Harcourt, offering unparalleled logistics solutions to our clients. Our expertise lies in efficiently transporting cargoes from production sites to storage facilities across Nigeria, ensuring a smooth and reliable delivery process every time.

We are recruiting to fill the position below:

Job Title: Contract Management & Customer Experience Lead

Location: Rivers
Employment Type: Full-time

Role Purpose

• The Contract Management & Customer Experience Lead is responsible for ensuring that all logistics contracts are effectively governed, commercially protected, and operationally delivered in line with agreed terms, service levels, and customer expectations.
• The role serves as the bridge between commercial commitments and operational execution, while proactively managing customer relationships, service performance, and issue resolution to drive retention, satisfaction, and contract value realization.

Key Responsibilities
Contract Management & Governance:

• Own and manage all active customer contracts from post-award through execution and renewal.
• Ensure contract terms (pricing, scope, SLAs, KPIs, penalties, escalation clauses) are clearly understood and implemented by Operations.
• Maintain a centralized contract register, including contract values, duration, SLAs, and renewal timelines.
• Monitor contractual compliance and flag deviations, risks, or scope creep.

Service Level & SLA Management:

• Track and monitor service performance against agreed SLAs and KPIs such as:
  • On-time delivery
  • Turnaround time
  • Asset availability
  • Incident response
• Coordinate with Operations, Fleet, and Safety teams to address SLA gaps and prevent penalties.
• Prepare SLA performance reports for customers and internal management.

Customer Experience & Relationship Management:

• Act as the primary commercial interface for customers post-contract award.
• Manage customer expectations and ensure service delivery aligns with contractual commitments.
• Handle customer complaints, service failures, and escalations professionally and proactively.
• Drive continuous improvement initiatives based on customer feedback and performance reviews.

Commercial Protection & Value Realization:

• Ensure services rendered align with contracted scope and pricing.
• Identify and escalate under-recovery, scope drift, or cost-impacting changes.
• Support variation orders, contract amendments, and commercial renegotiations.
• Work with Pricing and Finance to protect margins throughout the contract lifecycle.

Internal Coordination & Alignment:

• Serve as the internal focal point between:
  • Business Development (commercial commitments)
  • Operations (service delivery)
  • Finance (billing and revenue assurance)
• Ensure operational teams fully understand customer requirements and contractual obligations.
• Support contract kick-off meetings and periodic service review sessions.

Reporting & Performance Reviews:

• Prepare regular contract performance and customer experience reports.
• Track contract profitability, service risks, and customer satisfaction indicators.
• Support quarterly business reviews (QBRs) with customers and management.

Contract Renewal & Retention Support:

• Track contract expiry timelines and support renewal planning.
• Provide performance data and customer insights to support retention strategies.
• Work with BD&C to identify upsell, cross-sell, and service expansion opportunities.

Key Deliverables:

• Contract registers and governance trackers
• SLA and customer performance reports
• Customer issue and escalation logs
• Contract review and renewal documentation
• Customer experience improvement plans.

Key Performance Indicators (KPIs)

• SLA compliance rate
• Customer satisfaction and retention rate
• Reduction in penalties and service-related disputes
• Contract margin protection
• Timeliness of issue resolution

Qualifications & Experience

• Bachelor’s degree in Business Administration, Logistics, Supply Chain, Law, or related field.
• 5–8 years’ experience in contract management, customer experience, commercial operations, or logistics service delivery.
• Strong exposure to logistics, transport, fleet, or distribution contracts is essential.

Required Skills & Competencies:

• Strong contract interpretation and commercial awareness
• Customer relationship and stakeholder management skills
• Understanding of logistics operations and SLAs
• Analytical and reporting capability
• Negotiation and conflict resolution skills
• High attention to detail and follow-through.

Role Positioning (Clarity):

• Not a sales role
• Not an operations execution role
• A commercial governance and customer value assurance role ensuring contracts deliver expected outcomes for both the client and the business..

Application Closing Date
31st January, 2026.