KEY ACCOUNT MANAGER (LOGISTICS / 3PL)

The Key Account Manager (KAM) is responsible for leading and managing strategic client relationships end-to-end, from account onboarding through contract lifecycle management. The KAM holds direct commercial accountability for revenue retention and wallet-share growth, acting as the primary interface between key clients and internal functions.

Key Responsibilities

1. Account Leadership & Client Engagement

• Act as the primary point of contact for all commercial and operational matters.
• Lead client meetings, business reviews, relationship development, and issue escalations.
• Develop and execute strategic account plans aligned with client and company growth targets.
• Proactively monitor account health to minimize retention risks and maximize satisfaction.
• Lead the annual customer survey (FM Customer Voice) locally and implement follow-up action plans.

2. Onboarding & Handover

• Manage formal account handovers from the Business Development team upon deal closure.
• Ensure complete knowledge transfer of client requirements, agreed scope, pricing, and SLAs.
• Partner with Operations and Solutions teams to ensure smooth transition from sales to service delivery.

3. Revenue Retention & Commercial Growth

• Own the commercial performance and revenue retention of the assigned account portfolio.
• Set and track account-level revenue targets in alignment with the Commercial Director.
• Proactively identify and capture upsell and cross-sell opportunities within existing accounts.
• Report on portfolio revenue, retention rates, and growth pipeline in monthly management reviews.

4. Costing, Quotation & Solutions Scoping

• Serve as the commercial gatekeeper to review and validate cost models prepared by the Costing team.
• Ensure all commercial proposals comply with approved margin guidelines before client submission.
• Act as the demand-side owner to define, structure, and sign off on solution briefs for the Solutions team.
• Review proposed solutions against client expectations and coordinate cross-functionally to align delivery.

5. Contract Renewal & Lifecycle Management

• Take full ownership of the contract renewal lifecycle from initiation through to execution.
• Lead price reviews and negotiate commercial terms directly with clients within approved parameters.
• Identify contractual risks or ambiguities and prepare fully reviewed contracts for Director sign-off.

6. Team Management & Performance Tracking

• Monitor KPIs and SLA performance, providing regular updates to the Commercial Director.
• Lead weekly internal operational reviews and monthly strategic reviews with clients.
• Hold line management responsibility for Key Account Specialists, including 1-on-1s and performance reviews.
• Allocate workload based on team capacity and work with HR to address capability gaps through training.

• Bachelor’s degree in Business Administration, Supply Chain, Logistics, or a related field.
• Minimum 7–9 years of experience in key account management or commercial roles within the logistics or supply chain industry, of which at least 3–4 years must be in a managerial role within a 3PL environment managing accounts of high operational complexity (e.g. multi-site, multi-modal, or integrated warehousing and distribution operations).
• Demonstrated experience in contract management, including reviewing and negotiating commercial terms and conditions.
• Ability to review, challenge, and validate logistics cost models and quotations; experience building cost models is a plus but not required.
• Strong client relationship management skills with a proven track record of retaining and growing key accounts.
• Ability to coordinate effectively across internal functions including Operations, Solutions, and Costing.
• Excellent communication, negotiation, and presentation skills.
• Results-driven with strong analytical and problem-solving capabilities.
• Proficiency in CRM software and MS Office Suite.
• Good proficiency in English (listening, speaking, reading, and writing).