Role and Responsiblities:

As the Operations Key Account Manager, Asia Pacific you will take on an account management role that is primarily responsible to retain and grow DSV business within your assigned account portfolio.

You will be responsible for specific account(s), and will collaborate with product, operations and commercial teams in country to ensure high customer service levels and profitability of the account.

Lead the service delivery, by meeting and exceeding agreed KPIs for the assigned accounts
Implement service dashboards to provide stakeholders with full visibility of account performance
Lead optimization initiatives that measurably improve productivity and service levels such as on-time performance, damage ratios and cost savings, etc
Build strong customer partnerships with decision makers and key influencers
Identify and work with commercial and product teams, to lead the acquisition of new opportunities, generating new GP for the company.

Detailed Responsibilities:

Account Management

Take an active approach in planning account strategy across products, ensuring clearly defined operational excellence targets, recorded in the account plan
Support all aspects of the account relationship as a primary point of contact for customer
Proactively work with product, operations and commercial teams to constantly assess changes to the business and impact to DSV's profitability in the current volatile and uncertain market
Help identify all potential risks and develop mitigation plan
Identify and implement Continuous Improvement initiatives
Work closely with Operations to deliver high level of service to customers
Effectively manage any issues that arise and develop effective Corrective and Preventive Action (CAPA) plans
Develop relevant internal and external metrics to measure performance
Update Standard Operating Procedures (SOPs) at regional level and ensure country adherence
Organise, prepare, conduct and lead regular business and performance reviews
Ensure and upkeep data quality requirements with country operations and business process teams

Account Support with development.

Proactively identify new opportunities and expand our share of customer's logistics spend, through up and cross-selling with a strong pipeline and closing ratio
Work closely with customers to intimately understand their goals, strategic initiative and needs, constantly adapting DSV's service offerings and delivery
Engage regional management on new opportunities and risks, to allocate resources and remove red tape
Develop knowledge of best practices and new ideas within product, operations and relevant industry verticals, and tailor these into solutions for the customer
Drive spot quotes and tender success through effective engagement with customer, product, operations and tender desk

People Management

Support and help manage cross-functional teams through influence and persuasion
Collaborate closely with regional and country colleagues to coordinate account activities
Provide proper guidance to operations and account management teams in country
Deliver results by leveraging the skills of the right people at the right time
Assist in the resolution of difficult issues through effective negotiation tactics
Support communication strategy within accounts
Maintain high degree of motivation in team members to retain focus of providing highest levels of customer satisfaction
Work well in a global environment where customer business can span multiple continents
Communicate effectively
Maintain professionalism and objectivity in all activities

Communications

Internal - All business units, sales. operations teams, etc.
External - Existing customers, service suppliers, etc.

Qualifications & Requirements

Exceptional customer engagement and communication skills
Great Sales support skills and the ability to follow through on leads
Well-developed time management skills - ability to work to deadlines. Multitasking is essential
Project management of initiatives where required.
Business acumen - analyzing financial information, dealing with complexity, problem solving and using sound judgment.
Identifying critical operational or other issues and recommending solutions
Ability to continuously review / refine processes to achieve the optimal solution

Education & Training

Bachelor degree or above in business/freight forwarding or related disciplines

Experience

Minimum 5 years of operational working experience in global forwarding / logistics company

Personal Characteristics

Strong personal characteristics, energy, drive, focus, motivation, responsibility
High level of integrity and professional working standards
International mindset, presentable and articulate, able to work under pressure, result-oriented and customer-focused
Self-motivated and ability to use own initiative, with the ability to work without supervision.

Operational Key Account Manager