Key Account Manager

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Division

Services

Job Family

Client Services

Reporting To

Services Executive

Job Purpose

The Key Account Manager will be responsible for managing relationships with the Client’s management and executive teams. The Key Account Manager will work closely with transporters to ensure they meet service expectations and will identify opportunities for continuous improvement

Strategic imperatives that inform the role

This role involves driving SLA management, supporting the operations team with guidance on performance metrics, and acting as the primary point of contact for key accounts

Internal Customers

External Customers
Internal teams and management Clients, Transporters

Operational Job Performance Criteria

Relationship Management

  • Build and maintain strong relationships with The Client’s management and executive teams.
  • Serve as the main point of contact for the client to address account-related inquiries.
  • Facilitate weekly and monthly business reviews with the client and transporter teams.

 

SLA and Performance Management

  • Oversee SLA adherence and take proactive steps to address non-conformances.
  • Collaborate with transporters to develop corrective actions when performance issues arise.
  • Ensure that all SLA metrics are aligned with contractual expectations.

 

Support Operational Activities

  • Work closely with the Operations Manager to implement performance improvement initiatives.
  • Provide support in resource planning and optimization efforts.
  • Become a subject matter expert on new technology and systems to support business needs.

 

Reporting and Analysis

  • Assist with the preparation of monthly business reviews, ensuring accuracy and actionable insights.
  • Review operational metrics and propose strategies for account growth.
  • Monitor KPIs to identify trends and report on areas needing attention.

 

Continuous Improvement

  • Identify and advocate for process improvements that enhance service delivery.
  • Drive the implementation of new initiatives to optimize logistics processes.

 

SMART KPIs

  • Client Satisfaction: Achieve a minimum satisfaction score of 90% in quarterly client feedback surveys.
  • SLA Compliance: Ensure SLA non-compliance issues are addressed within 48 hours.
  • Account Growth: Increase the client’s account performance metrics by 8% year-over-year.
  • Reporting Timeliness: Complete and deliver monthly review preparations by the last Friday of each month.
  • Continuous Improvement Initiatives: Implement at least three CI initiatives annually.

Competency Requirements

Knowledge
Technical Skills
Behavioural Competency
  • Excellent analytical and problem-solving skills.
  • Strong communication and presentation abilities.
  • Ability to translate complex data into actionable insights.
  • Knowledge of advanced statistical techniques and machine learning algorithms.
  • Aptitude in networking and building relationships
  • Excellent time and project management skills
  • Ability to prioritize and meet critical deadlines
  • Integrity
  • Sense of urgency
  • Accountable
  • Accurate
  • Proactive
  • Passionate
  • Interpersonal sensitivity
  • Lead by example
  • Respect
  • Trustworthy
  • Teamwork
  • Motivated

 

Qualifications and experience requirements

  • Experience in providing solutions based on customer needs
  • Experience in a specific industry relevant to the company’s operations (e.g., finance, healthcare, retail).\Strong communication and interpersonal skills with aptitude in building relationships with professionals of all organizational levels
  • BA/BCom in business administration related qualification
  • Logistics or Supply Chain background
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