Operational Key Account Manager 大客户经理

General Responsibilities 主要工作职责

Detailed Responsibilities 具体工作职责

General Management

• Maintain, develop and manage close working relationship with customer stakeholders. Responsible for regular checkup calls and business performance review with clients main stakeholders
• Work in close collaboration with Regional Head of Industry Vertical, IV Sales Team and Product/Operation
• Discuss and pro-actively share best practice within the global / regional Key Account organization
• To increase relationship stability by diversifying product offerings and developing multi-level contacts relationship within customs organization
• Ensure full adherence to CRM process and guidelines

Drive customer retention and enable incremental growth

• Ensure that customer needs are continuously evaluated and match current service package
• Prepare and lead customer MBR/QBR performance review meetings, drive follow up actions with the operational organization
• Represent and promote DSV’s Performance Management capabilities as positive differentiator vis-à-vis customers
• Manage DSO and billing performance

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/IVs 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 P&L owners in the Country/BU operations, monitor the completion of these actions
• 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.