Key Account Manager - Regional

Confidential Company

The Key Account Manager owns account-level service performance, customer communication in regards to major service deteriorations, and cross-functional orchestration. Shipment-level execution, exception handling, and e.g. milestone quality remain the responsibility of Operations.

Run the Business (Service Delivery & Communication)

• Own day-to-day service performance outcomes for assigned accounts (Air & Sea), monitoring KPIs and orchestrating Operations and Product teams to ensure SLA adherence.

• Review dashboards (such as Smart Visibility, CPM, other performance dashboards) and lead regular service huddles.

• Proactively inform customers on account-level service exceptions and risks (e.g. network disruptions, recurring delays), agreed mitigation actions, and recovery outlooks, while Operations owns shipment-level execution and updates.

• Ensure for all key accounts managed SOP’s, Working instructions and performance reports are established, kept up-to-date, trained and communicated

Facilitate service recovery

• Act as primary customer-facing escalation and internal coordination point for major operational or technical incidents, ensuring timely resolution by Operations, Products, IT, CI or DTI

• Manage customer communication for major incidents and service deteriorations, focusing on impact, actions, and recovery outlooks rather than shipment-level updates.

• Work with Country Product Heads to facilitate structured access to local Operations for issue resolution, respecting defined operational ownership and governance. Escalate to Regional Products Head(s) in case of persistent lack of collaboration by Countries.

Improve the Business (Continuous Improvement & Re-Implementation)

• Lead PDCA/Kaizen on chronic gaps (data quality, transit time realism, milestone design).

• Trigger re-implementation with CI for failing or changed scopes; co-own success criteria and hypercare exit.

• Partner with BPM for process standard updates; ensure execution patterns are embedded in Ops.

Data, Tools, Insights

• Use Smart Visibility (customer mirror), CPM (internal PowerBI) or other performance dashboards to tell the performance story and drive action.

• Maintain KPI packs and support operational QBR storylines (root causes, trend analysis, improvements, asks).

• Validate billing accuracy from a customer and SLA perspective; trigger corrections with responsible Operations or Finance teams where required.

• Validate EDI/API data quality, open and track fixes

• Validate milestone design with BPM; open and track fixes.

• Ensure that all agreed customer-related reports are provided timely and that the correct information as required by the customer is captured.

• Be the ambassador of the company's digital solutions towards the customer and their shippers and consignees and drive standardization as much as possible

Commercial Partnership (with Sales & KAM)

• Representing the company in front of customer and being the customer representative within the organization together with the key account manager – with a focus on operational matters

• Provide data-driven recommendations (service options, lane design, lead time realism) to improve win rates and margins; Sales owns pipeline/pricing, OAM owns service proof.

• Identify upsell opportunities arising from service improvements (e.g., additional origins, premium services); hand to Sales with a qualified business case.

• Provide operational support, including preparation and participation in customer QBR, and follow up actions with Products accordingly

• Ensure high quality performance management meetings (MBR / QBR), with meaningful operations-related information / templates and ensure correct stakeholders are invited & well prepared with concrete improvements / suggestions / actions

Governance & Stakeholder Management

• Run regular cross-functional service performance reviews with main internal stakeholders for assigned accounts.

• Share best practices across the global OAM community; support training and onboarding of new OAMs.

Actively collaborate with the Customer Experience (CX) managers