Director, Operational Account Management, Asia-Pacific
DSV
- Kwai Chung, Hong Kong
- Permanent
- Full-time
Time Type: Full TimeThe main responsibility of the position is to coordinate activities and stakeholders across various transport modes and locations, ensuring the delivery of operational and commercial commitments to the assigned customers.The position oversees a team of Operational Account Managers located in Hong Kong, responsible for the retention and growth of assigned customers for DSV Air & Sea Asia-Pacific.Job Responsibilities:Build a high performance team
- Build, motivate and grow a team of Operational Account Managers to achieve high performance.
- Responsible for the service delivery to assigned customers against agreed KPIs and the service catalogue.
- Set annual account development goals for each customer and team member.
- Perform regular performance reviews, drive accountability, and provide ongoing development and training to the team.
- Ensure disciplines of sales tools and processes with the team and accordance with the company's culture and core values.
- Manage sales costs in relation to the Gross Profit and volume generated.
- Build strong relationships with management stakeholders at customers and internally.
- Ensure customer retention, as well as profitable and volume growth of the portfolio of accounts under management.
- Leverage existing tools and resources to upsell and cross-sell to assigned accounts.
- Establish communication frameworks with different parties including verticals, commercial, product management, countries and the other divisions to ensure the greatest leverage and engagement with customers is undertaken.
- Lead implementations of new lanes and modes.
- Lead the timely and competitive responses to spot quotes to ensure a high-win rate.
- Ensure awareness and full understanding of standard operating procedures and service level agreements.
- Carry out regular audits, trainings and coaching of country operations as required to deliver against agreed customer KPIs.
- Establish and improve operational management by creating visibility around performance to agreed customer KPIs and escalating non-performance.
- Identify risk and initiate preventive actions, escalate structural risks to management stakeholders.
- Organize monthly operations reviews and quarterly business reviews.
- Degree qualification or above in business, freight forwarding or related disciplines.
- Minimum 10 years of overall industry experience in freight forwarding operations or account management.
- Proven leadership of regional teams and experience working in matrix organizations.
- In-depth supply chain knowledge and experience with the complete portfolio of logistics services.
- Strong commercial skills and contractual knowledge with logistics services and in various areas of the supply chain.
- With a holistic view on supply chain developments and state-of-the-art services and technology.
- Solutions-oriented, with high level of integrity and professional working standards.
- International mindset, result-oriented and customer-focused.
- Candidate with less experience will be considered for the position of Senior Manager.