Manager, Global Accounts Management (Sales & Marketing)

Job Purpose

Lead and grow strategic global and regional customer relationships by driving account performance, operational excellence, and long-term value creation across the freight forwarding and contract logistics network.

The role focuses on account retention, expansion of share-of-wallet, and the coordination of complex, multi-country logistics solutions aligned with the customer's global supply chain strategy.

Job Roles and Responsibilities

Strategic Account Leadership

. Serve as the primary global contact and relationship owner for assigned key accounts, ensuring consistent communication, governance, and performance management across regions and business units.

. Develop and execute global account plans aligned with both customer objectives and the company's strategic priorities, focusing on growth, innovation, and retention.

. Identify opportunities within the account portfolio for cross-selling integrated freight forwarding and contract logistics solutions (air, ocean, warehousing, value-added services, etc.)

. Facilitate global account reviews, quarterly business reviews (QBRs), and strategic alignment sessions with customer and internal stakeholders.

Customer Relationship Management

. Build multi-level relationships (operational, commercial, and executive) to strengthen trust, transparency, and collaboration with the customer.

. Act as an escalation point for service, operational, and billing matters, coordinating with country and regional operations to ensure resolution and service recovery.

. Translate customer feedback and performance metrics into actionable improvement initiatives with internal teams.

Commercial & Financial Management

. Drive account profitability through pricing governance, cost control, and yield optimization in line with agreed financial targets.

. Develop annual account budgets, forecasts, and pipeline updates, ensuring accurate visibility in Salesforce and internal reporting systems.

. Negotiate long-term agreements and renewals to safeguard commercial sustainability and customer satisfaction.

Cross-Functional Collaboration

. Partner with countries operations to deliver seamless customer implementation and continuous improvement.

. Oversee the development and periodic review of Standard Operating Procedures (SOPs) for each account to ensure operational alignment and compliance with customer SLAs and KPIs.

. Support implementation teams in project kick-offs and ensure smooth handover to operations post-launch.

Performance, Governance & Compliance

. Monitor and report on account performance, service levels, and financial outcomes to management through structured dashboards and business reviews.

. Ensure adherence to company policies, Delegation of Authority, and compliance with contractual, ethical, and confidentiality obligations.

. Champion continuous improvement and innovation within the customer's supply chain, leveraging digital tools, automation, and sustainability initiatives.

. Coach and guide internal stakeholders across regions and functions to align on global account objectives and customer requirements.

. Observe and abide by the TSS-QIMM-01.6 Roles, Responsibilities and Authorities outline in the QIM Manual.

Job Holder Requirements
. Degree in Marketing, Logistics, Supply Chain Management or equivalent.

. 10 - 12 years of experience in Freight Forwarding Industry, with at least 3-5 years in global accounts management.

. Strong commercial acumen in growing key accounts and experience in managing industry verticals

. Excellent stakeholder management, negotiation, and communication skills