Key Account Manager

**About the role**

An exciting opportunity for a Key Account Manager to join our growing team

This role will be responsible for ensuring that the customer needs are met, including existing customers with a current operational portfolio, a new customer requiring implementation and order management through the start of services, or a returning customer.

This role will work in conjunction with Business Development, Sales, Commercial and Operational stakeholders to deliver project management and account strategies including new client implementation, that will cement our position as market leaders in logistics and freight forwarding solutions.

**The key roles and responsibilities of this role include but are not limited to**:
Key Accounts:

- Responsible to build and foster relationships with key accounts and the DP World network
- Develop and build the sales and operational disciplines to establish a successful key accounts process that support the customer needs
- Plans and execute key account strategy, defining approach on value proposition & solutions
- Identify new opportunities increasing the footprint of business and solutions with the assigned customer base
- Lead and contribute to securing new business wins by actively engaging in the sales process
- Provide advisory to the business on current best practices both operational and strategically to support and improve the customer implementation and key account processes

Project Management and New Client Implementation:

- Prepare and drive the overall implementation project plan across all functions
- Proactively manage all parties internally & externally that impact the success of the implementation
- Provide clear visibility and tracking of project status to internal and external stakeholders by establishing project milestones, go/no-go stage gates/closure
- Manage risks from sales opportunity to business as usual operations
- Participate in the design process providing solutions to operational challenges using process mapping and other techniques

Commercial Engagement:

- Establish and maintain monthly profitability and operational performance including volume monitoring and billing and pipeline management
- Proactive review of financial results, volume, and service performance reports and reacts appropriately to create efficiencies

Customer Experience:

- Provide the highest level of customer service to the Key Account being responsive, cooperative and knowledgeable
- Develop and maintain strong relationships at both operational and strategic level with customers
- Lead the customer through the on-boarding process and act as the customers centre of gravity for issue resolution
- Hold regular client meetings to discuss progress, issues, mitigations to risks, and introduce development opportunity
- Timely completion of quotes and rate card updates improving customer visibility
- Provide a problem solving approach and escalate issues as soon as they become apparent

**About you**
- Tertiary qualification in a related discipline and or industry specific qualifications (RACA/IATA/FIATA)
- Industry training in freight forwarding and or supply chain
- Graduate degrees, Supply Chain, Business Admin or similar
- 10+ years’ experience in freight forwarding with a focus on Key Account Management, customer solutions, service, and operations
- Experience in operational project management on new implementations
- Excellent understanding of the freight forwarding and international trade sector
- Strong customer service skills and attention to detail
- Demonstrated ability to work and solution issues independently
- Cargowise (Wise-Tech) experience and knowledge advantageous.
- Strong IT skills with practical experience in customer solutions

**Supporting equality**

At DP World, we value and respect the different perspectives and experiences our people bring to work each day. We aim to increase the diversity of our workforce - leading to a range of different thinking, perspectives and ideas that create the innovation we need to drive better business results. We aim to have a work environment where everyone feels included and everyone can realise their full potential.

**About DP World**

Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world’s trade flow better, changing what’s possible for the customers and communities we serve globally.

With a dedicated, diverse and professional team of more than 106,500 employees from 158 nationalities, spanning 73 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that’s fit for the future.

We’re rapidly transforming and integrating our businesses - Ports and Terminals, Marine Services, Logistics and Technology - and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that c