Job Description
At Crane Worldwide Logistics, our people are at the heart of everything we do. As a global leader in supply chain solutions, we offer a collaborative, entrepreneurial environment where your ideas are valued and your career can grow.
The Operations Key Account Manager is responsible for managing and developing strategic customer relationships while ensuring operational excellence across all service offerings. The role acts as the primary liaison between the customer and the organisation's operational teams, ensuring agreed service levels are consistently achieved, customer expectations are exceeded, and commercial growth opportunities are identified and developed.
This position requires strong operational knowledge, customer relationship management skills, financial awareness, and the ability to coordinate multiple internal departments including Air Freight, Road Freight, Customs Brokerage, Warehousing, Project Logistics, White Glove Services, and Logistics Engineering.
The Operations Key Account Manager is accountable for customer retention, operational performance, service quality, continuous improvement initiatives, escalation management, and revenue growth within their assigned portfolio of strategic accounts.
Key Responsibilities
Customer Relationship Management
- 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.
Operational Management
- 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.
Performance Monitoring & Reporting
- Establish and monitor Key Performance Indicators (KPIs) for each customer account.
- Analyse operational performance data including:
- 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.
Escalation & Issue Resolution
- 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.
Financial Management
- 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.
Business Development & Growth
- 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:
- Collaborate with commercial teams to secure new opportunities.
- Support achievement of annual revenue and gross profit targets.
Compliance & Risk Management
- 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.
Key Performance Indicators (KPIs)
The Operations Key Account Manager will typically be measured against:
Customer KPIs
- Customer Retention Rate
- Net Promoter Score (NPS)
- Customer Satisfaction Score
- Service Complaint Reduction
Operational KPIs
- On-Time Pickup %
- On-Time Delivery %
- Customs Compliance %
- SLA Compliance %
- Shipment Visibility Accuracy
- Corrective Action Closure Rate
Financial KPIs
- Revenue Growth
- Gross Profit Growth
- Margin Performance
- Aged Debt Levels
- Invoice Accuracy
Growth KPIs
- Cross-Selling Opportunities Generated
- New Business Won
- Pipeline Development
- Account Expansion Revenue
Continuous Improvement KPIs
- Cost Savings Delivered
- Process Improvements Implemented
- Operational Efficiencies Achieved
Skills & Competencies
- Strategic Account Management
- Customer Relationship Management
- Freight Forwarding Operations
- Supply Chain Management
- Operational Excellence
- Project Management
- Financial Acumen
- Business Analytics
- Negotiation & Influencing Skills
- Leadership & Team Collaboration
- Presentation & Communication Skills
- Problem Solving & Decision Making
- Root Cause Analysis
- Change Management
- Risk Management
- Commercial Awareness
- Process Improvement Methodologies
Qualifications & Experience
Essential
- Minimum 10 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.
Preferred
- 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
Recruitment Agency Policy
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.
