Operations Key Account Manager

Serve as the primary operational contact for assigned strategic and key accounts.

Develop and maintain strong customer relationships at multiple levels within the client's organisation.

Conduct regular customer review meetings, Quarterly Business Reviews (QBRs), Monthly Performance Reviews (MPRs), and operational performance meetings.

Ensure customer requirements, expectations, and service commitments are clearly communicated throughout the business.

Develop customer relationship maps identifying key decision-makers and influencers.

Promote customer satisfaction through proactive communication and effective issue resolution.

Act as a trusted advisor by understanding the customer's business objectives and aligning logistics solutions accordingly.

Ensure customer feedback is captured, documented, analysed, and acted upon.

Coordinate day-to-day operational activities for assigned accounts across all service lines.

Monitor and manage operational performance against contractual obligations and service level agreements (SLAs).

Ensure all customer Standard Operating Procedures (SOPs) are documented, approved, distributed, maintained, and followed.

Work closely with origin and destination offices to ensure consistent service execution globally.

Oversee implementation of new business opportunities and customer onboarding activities.

Identify operational risks and implement corrective and preventative actions.

Drive operational excellence through continuous process improvement initiatives.

Ensure customer milestones, delivery schedules, and critical project timelines are achieved.

Monitor exception reports and proactively address service failures before customer impact occurs.

Support major logistics projects, critical shipments, and customer escalations.

Establish and monitor Key Performance Indicators (KPIs) for each customer account.

Analyse operational performance data including:

On-Time Pickup Performance

On-Time Delivery Performance

Customs Clearance Performance

Transit Times

Service Failures

Claims Statistics

Customer Satisfaction Results

Produce weekly, monthly, and quarterly management reports.

Present performance reports to customers and internal stakeholders.

Identify trends, risks, and opportunities for service improvement.

Maintain dashboards and reporting tools to support account management activities.

Manage customer escalations through to successful resolution.

Lead Root Cause Corrective Action (RCCA) investigations.

Coordinate cross-functional teams during service recovery events.

Maintain issue logs, action plans, and corrective action trackers.

Ensure lessons learned are implemented throughout the business.

Escalate complex operational issues to senior management where appropriate.

Drive accountability for corrective actions and completion dates.

Monitor account profitability and operational costs.

Review gross profit performance and revenue trends.

Assist in budgeting, forecasting, and financial planning activities.

Collaborate with finance teams to manage invoicing requirements.

Support accounts receivable collection activities and minimise overdue debt.

Validate customer billing requirements and ensure invoice accuracy.

Identify opportunities for cost reduction and improved efficiency.

Ensure profitable service delivery while achieving customer expectations.

Identify opportunities to expand services within existing accounts.

Support sales activities and strategic growth initiatives.

Participate in customer presentations, tenders, and Request for Proposal (RFP) processes.

Develop account growth plans and revenue strategies.

Promote additional logistics solutions including:

Air Freight

Ocean Freight

Road Freight

Customs Brokerage

Warehousing

Contract Logistics

White Glove Services

Project Logistics

Collaborate with commercial teams to secure new opportunities.

Support achievement of annual revenue and gross profit targets.

Ensure adherence to company policies and procedures.

Maintain compliance with customs, trade compliance, and transport regulations.

Support health and safety initiatives and regulatory compliance requirements.

Ensure customer-specific compliance requirements are understood and implemented.

Identify operational risks and implement mitigation strategies.

Participate in audit preparation and corrective action processes.

The Operations Key Account Manager will typically be measured against:

Customer Retention Rate

Net Promoter Score (NPS)

Customer Satisfaction Score

Service Complaint Reduction

On-Time Pickup %

On-Time Delivery %

Customs Compliance %

SLA Compliance %

Shipment Visibility Accuracy

Corrective Action Closure Rate

Revenue Growth

Gross Profit Growth

Margin Performance

Aged Debt Levels

Invoice Accuracy

Cross-Selling Opportunities Generated

New Business Won

Pipeline Development

Account Expansion Revenue

Cost Savings Delivered

Process Improvements Implemented

Operational Efficiencies Achieved

Minimum 5 years' experience within freight forwarding, logistics, transportation, supply chain, or account management.

Proven experience managing strategic customer accounts.

Strong understanding of international logistics operations.

Advanced Microsoft Office skills, particularly Excel, PowerPoint, and reporting tools.

Bachelor's Degree in Logistics, Supply Chain Management, Business Management, or related discipline.

Professional logistics or supply chain certification.

Experience managing multinational or global accounts.

Knowledge of customs regulations and international trade compliance

At Crane Worldwide Logistics we manage all hiring directly and do not accept unsolicited CVs or candidate profiles from recruitment agencies or search firms. Agencies must not contact our employees or managers directly with candidate details.

Where recruitment support is required, we will engage trusted partners through a formal written agreement. Any CVs received without such an agreement will be treated as direct applications, and Crane Worldwide Logistics will not be liable for any associated placement fees.

We appreciate your cooperation in respecting this policy.