Operational Key Account Manager (Freight Forwarder, Hanoi)

• Account Development:
 Develops a comprehensive account strategy for expanding range and quantity of services in account
 Expands our "wallet share", in terms of logistics spend, within the target account(s)
 Works closely with customers to intimately understand their needs as well as pains
 Works across DSV to create custom solutions that deliver value to customers
 Understands the buying process and identify all influencers
 Develops a "trusted advisor" relationship with key decision makers at all levels within account
 Understands client's business (strategically, operationally, financially)
 Qualifies and quantifies potential growth opportunities
 Leverages company resources to assist in developing account
 Maximizes cross-selling by providing strategic input to assist related accounts
 Communicates account development plans and status to the management team
 Provides timely and accurate revenue and profitability forecasts
 Participates in the development of overall business planning
 Follows DSV's solution selling process
• Account Management:
 Owns all aspects of account relationship, essentially acting as the primary contact point for customer
 Proactively manages account by constantly assessing changes to the business and impact to DSV
 Identifies all potential risks and develop mitigation plan
 Escalates any unresolved issues or risks before they materially impact DSV
 Works closely with Operations teams (Air, Sea, Road & CL) to deliver high level of service to customers
 Client centric approach in dealing with conflicts and resolve issues effectively
 Accountable for successful delivery of agreed KPIs; via:
- Conduct daily/weekly/monthly/quarterly business review (QBR)
- Analyse and identify cause of service failure (potential or current) and execute both preventive and corrective actions
 Consolidate and report KPIs performance and able to explain the cause(s) of achieved and non- achieved KPIs and provide both preventive and corrective actions
 Observe and identify potential delivery failure and execute contingencies to overcome them; via:
- Constant review and update SOP
- Lead Implementation projects of revised and new solutions
- Monitor and manage good performance of operation support and 3rd party
- Collate volume trends to better understand the flows and prepare for upsurge
 Develop and maintain close working relationship with clients
 Identify and grow any other business from assigned clients, that we are not already handled
 Proactive in account planning and development
 Identify opportunities for Continuous Improvement, both Client Facing and Internal
 Communicate with Global and/or Regional Account Management Teams on Business Review Meeting Outcomes as per agreed regular agenda items
 Support RFQ Process, provide Spot Quotes for additional business in accordance with the Regional and Global Account Management team in accordance with the agreed client process
 Responsible for reporting on Yield Management & identifying areas for improvement within the organization