[Hiring] Senior Operational Key Account Manager @Toll Group

Role Description

The Sr. Operational Key Account Manager is responsible for leading a group of pre-defined accounts to drive growth and retention of strategic freight forwarding accounts. This role ensures the retention and achievement of revenue growth, product volumes, and share of wallet. Supporting an identified opportunity Road Map to strategically position Toll as one of the top 3 service providers.

• Continue to position Toll to gain and win within the defined road map.
• Drive strategic engagement with key influencers, decision makers, and internal stakeholders to ensure proper promotion of Toll within the customers' network, locally, regionally, and internationally where applicable.

Qualifications

• Bachelor’s degree or equivalent in Business, Supply Chain, Logistics, or related field.
• Minimum 5+ years in freight forwarding, logistics, or account management.
• Proven ability to manage complex customer relationships and drive strategic growth.
• Expertise in international and domestic logistics (air, ocean, customs).
• Strong commercial acumen, analytical skills, and ability to interpret data into actionable insights.
• High proficiency in Microsoft PowerPoint, Excel, and CRM platforms (e.g., Salesforce).
• Excellent communication, influencing, and stakeholder management skills.
• Resilient, adaptable, and culturally aware with high integrity and professionalism.

Requirements

• Oversee strategies for the account, ensuring alignment with global and regional commercial objectives, where applicable.
• Support the team in identifying growth opportunities, cross-selling, and expanding share of wallet within strategic accounts.
• Participate in negotiations, MBR, QBR, and Annual Performance Reviews, coordinating with Account team and Operations and governance for major accounts and contracts.
• Build and maintain executive-level relationships with key stakeholders within the account on assigned customers in the region.
• Ensure delivery of agreed KPIs and SLAs through regular business reviews and strategic engagement both internal and external.
• Act as an escalation point for complex service issues, ensuring timely resolution and customer satisfaction.
• Communicate to internal stakeholders business at risk and opportunity for increased wallet share through regular MBR.
• Manage data associated with contracted and FAK allocations leading discussions with Product, origin, and customer on commitments.
• Drive implementation of SOPs and governance standards across all assigned accounts.
• Monitor account performance metrics and lead initiatives for continuous improvement and operational efficiency.
• Support and drive customer reporting for visibility and clarity on activity.
• Manage operational reporting supporting applied agreements.
• Support onboarding of new lanes, products and align global operational execution.
• Collaborate with operations, product, and finance teams to ensure seamless service delivery and profitability.
• Participate in collection activity to ensure account stays within terms.
• Manage contract allocation visibility and data with key stakeholders.
• Ensure accurate and timely CRM data management and reporting for all assigned accounts.
• Provide insights and performance analysis to aligned global key account management and regional leadership for strategic decision-making.
• Guide and train the customer on our visibility and reporting tools.
• Align with regional account management with global account strategies and commercial priorities.
• Support the region in preparing for global forums and contribute to shaping best practices and process improvements.
• Perform other duties as assigned by management.

Benefits

• Opportunity to play a vital role in delivering what matters.
• Collaborative and supportive work environment.
• Industry-leading training and development opportunities.
• Autonomy to make impactful decisions.
• Diverse challenges and responsibilities.