Summary
Manage and develop assigned Key Account(s) within the Region to meet the objectives of service delivery, account retention and GP/Volume growth. Drive Key Account(s), from implementation, optimization to steady state, taking into account commercial and operational perspective.
- Drive and manage the quality, performance and service delivery of assigned Key Accounts
- Drive process standardization and optimization to improve performance and minimize customer specific processes
- Securing retention of assigned key accounts, identify up and on selling opportunities and monetizing value added services
- Drive continuous improvement and optimization initiatives
Key Responsibilities:
General Management
- Maintain, develop and manage close working relationship with customer stakeholders. Responsible for regular checkup calls and business performance review with customer's main stakeholders
- Work in close collaboration with industry vertical, product and operations
- Discuss and pro-actively share best practice within the Operational Key Account community
Drive customer retention and enable incremental growth
- Support Industry Vertical / Commercial KAMs / Product / Tender Management on RFI/RFQ
- Support Commercial KAMs on performance review meetings, drive follow up actions with the operational organization
- Manage rate request and spot quotations
Process Standardization and Optimization
- Identify and address opportunities to continuously improve effectiveness and efficiency to reduce costs of customer specific service delivery.
- Provide proactive recommendations to the commercial KAMs and Product management in regards to setup, structure, procedures, required capacities etc. in order to realize synergies across various accounts
- Ensure that changes of performance management standards and tools remain aligned with customer requirements
Operational Excellence
- Monitor customer specific KPI's and data quality. Discuss and align on priorities to resolve and if required escalate following the escalation matrix.
- Proactively drive continuous improvement of service delivery for the assigned account(s), detect and analyze root causes and initiate improvement actions
- Manage root cause analyzes and ensure that corrective actions are taken by the respective operations, P&L owners, monitor the completion of these actions, escalate as needed
- Take ownership of addressing the performance failure causes that are on customer side (e.g. infeasible transit time commitments, data quality/timeliness issues, mismatching expectations).
- Address data quality/quantity issue to relevant countries, escalate where required
Training & Implementation
- Oversee and monitor all business implementation projects for new or rewarded business of assigned key accounts
- Ensure that all customer SOPs created, published and maintained are signed-off timely by defined product representatives / BU's
- Ensure that all required work instructions created, published and maintained in the countries are adhering to the customer SOP and are in line with internal standards and policies
Quality, Health, Safety & Environment
- Perform assigned tasks to support DSV meets its objectives and targets regarding quality, health, safety and environment as documented in IMS and follow all requirements as set out in the QHSE policy.
- It is the responsibility of all staff to ensure that their day to day activities embrace sustainability/Health and safety therefore reducing the impact upon the environment, supporting the communities we work in and reducing incidents in the workplace.
Function / Market & Industry Knowledge / Business Acumen / Process working
- Commercial and operational processes of the air freight and ocean freight industry
- Extensive knowledge of Supply Chain Management and logistics
- Reporting & Controlling, Quality Management
- Extensive knowledge of market, opportunities and trends (customers, competitors, suppliers, overall environment)
- Ability to review, analyze and understand contracts - translate requirements into operational instructions (SOP)
- Key Account Management
- Process management (Standardization, centralization)
- Project Management methodologies
- Implementation and Continuous improvement methodologies
- Risk management principles
Educational background / Work experience
- University / Bachelor's degree or freight forwarding apprenticeship
- 7 years of work experience preferred in an international environment (minimum)
- 3 years of experience in Operation and Account Management (minimum)
- International working experience preferred
