Sr. Operational Key Account Manager

Toll Group

1d

About The Position

The Sr. Operational Key Account Manager leads a group of predefined strategic freight forwarding accounts to drive customer retention, revenue growth, product volumes, and share of wallet. The role supports an identified opportunity roadmap and positions Toll as a top-three service provider, building engagement with customer influencers and decision-makers as well as internal stakeholders across local, regional, and international networks where applicable.

The role oversees account strategies aligned with global and regional commercial objectives; develops customer relationships and supports negotiations, business reviews, and performance reviews; and acts as an escalation point for complex service issues. It also drives operational governance, SOP implementation, performance improvement, customer reporting, onboarding of new lanes and products, and coordination across operations, product, and finance. The position manages account and contract allocation data, collections participation, CRM reporting, and customer training on visibility and reporting tools. It provides performance insights to regional leadership and global key account management and supports regional preparation for global forums and process improvement.

Requirements

• Bachelor’s degree or equivalent in Business, Supply Chain, Logistics, or a related field.
• At least 5 years of experience in freight forwarding, logistics, or account management.
• Proven ability to manage complex customer relationships and drive strategic growth.
• Expertise in international and domestic logistics, including air, ocean, and customs.
• Strong commercial acumen and analytical skills, including the ability to interpret data and develop actionable insights.
• High proficiency in Microsoft PowerPoint, Excel, and CRM platforms such as Salesforce.
• Excellent communication, influencing, and stakeholder-management skills.
• Resilient, adaptable, culturally aware, and committed to high integrity and professionalism.
• Must be entitled to work in the United States of America.
• Must be prepared to undertake pre-employment checks, including a criminal history check and medical.

Responsibilities

• Oversee account strategies and ensure 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, MBRs, QBRs, and annual performance reviews, coordinating with account teams, operations, and governance for major accounts and contracts.
• Build and maintain executive-level relationships with key stakeholders at assigned customer accounts in the region.
• Ensure delivery of agreed KPIs and SLAs through regular business reviews and strategic internal and external engagement.
• Act as an escalation point for complex service issues and ensure timely resolution and customer satisfaction.
• Communicate business-at-risk information and opportunities for increased wallet share to internal stakeholders through regular MBRs.
• Manage data associated with contracted and FAK allocations, leading discussions with product teams, origin teams, and customers on commitments.
• Drive implementation of SOPs and governance standards across assigned accounts.
• Monitor account performance metrics and lead continuous-improvement and operational-efficiency initiatives.
• Support and drive customer reporting to provide visibility and clarity on activity.
• Manage operational reporting that supports applied agreements.
• Support onboarding of new lanes and 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 help ensure accounts remain within terms.
• Manage contract allocation visibility and data with key stakeholders.
• Ensure accurate and timely CRM data management and reporting for assigned accounts.
• Provide insights and performance analysis to global key account management and regional leadership for strategic decision-making.
• Guide and train customers on Toll's visibility and reporting tools.
• Align regional account management with global account strategies and commercial priorities.
• Support regional preparation for global forums and contribute to best practices and process improvements.
• Perform other duties as assigned by management.

Benefits

• Industry-leading training and opportunities to learn and grow.
• Autonomy to make decisions with impact, supported by approachable leaders.
• Opportunity to take on diverse challenges and new responsibilities.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior