Operational Key Account Manager

Job Req Number:  127622
Time Type: Full Time

Job Overview

• Own and manage assigned key accounts to ensure operational excellence, service continuity, and high customer satisfaction while supporting account growth. Act as the primary operational interface between customers and internal stakeholders.

Key Responsibilities 

Operational Excellence & Account Ownership

• Ensure all assigned accounts’ day-to-day operations run smoothly and adhere to agreed SOPs, SLAs, and KPIs
• Oversee end-to-end shipment execution to ensure timely, accurate, and compliant delivery
• Drive operational excellence through proactive monitoring, issue resolution, and continuous improvement
• Ensure smooth business implementation, onboarding, and SOP handover with proper compliance monitoring
• Maintain and update SOPs, operational processes, and documentation on shared platforms

Customer Management & Commercial Support

• Act as the primary operational contact for assigned key customers and manage day-to-day commercial relationships
• Build and maintain strong relationships with customer stakeholders to ensure high satisfaction and retention
• Attend and lead operational customer review meetings (monthly/quarterly/annual), including preparation of materials
• Conduct business reviews, identify opportunities, risks, and provide recommendations

Performance Management & Continuous Improvement

• Monitor and drive performance against KPIs and contractual commitments
• Analyze account performance, identify improvement opportunities, and implement corrective actions
• Propose objectives and improvement initiatives for assigned account(s)
• Collaborate with internal stakeholders on Quality Improvement Process (QIP) for assigned accounts
• Ensure timely and accurate performance reporting to customers and internal stakeholders
  
  

RFQ, Growth & Value Creation Support

• Support RFIs/RFQs/RFPs by collecting customer operational requirements and coordinating with Product and Tender teams
• Provide operational input into pricing, solution design, and service feasibility
• Identify opportunities for service enhancements and value-added solutions
• Support execution of account growth plans in collaboration with GKAM/RKAM

Stakeholder Coordination & Governance

• Collaborate closely with internal stakeholders (Operations, Products, Regions, Finance) to ensure service delivery and alignment
• Ensure compliance with operational processes through monitoring and structured follow-up
• Proactively escalate service issues and risks, ensuring timely resolution
• Maintain transparency and alignment across stakeholders on account performance and actions

Data Management, Billing & Financial Support

• Ensure timely and accurate customer billing and shipment updates
• Maintain high data quality and integrity in CRM systems (e.g., MS Dynamics) and ensure proper usage of customer applications
• Support financial performance by working with Finance to achieve DSO and billing targets
• Ensure operational and reporting data are accurate for performance tracking and decision-making

Risk, Compliance & QHSE

• Identify operational risks and ensure mitigation actions are implemented
• Ensure compliance with contractual, operational, and regulatory requirements
• Adhere to DSV QHSE policies and support safety and sustainability initiatives

General

• • Perform any other job-related tasks as assigned by the superior
  • Adhere to DSV Code of Conduct and corporate policies

Skills & Competencies

• Self-motivated
• Ability to manage cross-functional interfaces (Operations and ISPs).
• Self-management (Planning, Organizing & Goal Setting, Execution)
• Good interpersonal and written and verbal communication skills
• Decision-making capabilities
• Organized, flexible and able to work under tight deadlines
• Administration skills
• Customer focus
• Team player

Experience & Education

• Degree or Diploma in Business Management, Logistics / Transportation or equivalent
• 3 years of experience in the supply chain industry

Language Skills

• English and local language

Computer Literacy

• High competency with MS Office (Word, Excel, PowerPoint)

DSV – Global transport and logistics

Working at DSV means playing in a different league.

As a global leader in transport and logistics, we have been on an extraordinary journey of growth. Let’s grow together as we continue to innovate, digitalise and build on our achievements.

With close to 150,000 colleagues in over 90 countries, we work every day to offer solid services and meet our customers’ needs and help them achieve their goals. We know that the best way to achieve this is by bringing in new talent, fresh perspectives and ambitious individuals like you. 

At DSV, performance is in our DNA. We don’t just work – we aim to shape the future of logistics. This ambition fuels a dynamic environment built on collaboration with world-class team players, accountability and action. We value inclusivity, embrace different cultures and respect the dignity and rights of every individual. If you want to make an impact, be trusted by customers and grow your career in a forward-thinking company – this is the place to be.

Start here. Go anywhere

Visit dsv.com and follow us on LinkedIn and Facebook.