Key Account Manager  

Mumbai, India

Position Summary:

The Manager Key Accounts will be regionally responsible to retain & grow our key accounts. The position has to create an environment of innovation deep awareness of their business from both a tactical and strategic perspective and build upon existing key relationships and establish new relationship where required with all major decision makers/stakeholders. This commercial role shall gain a deep understanding of the customers supply chain and create a roadmap for how the relationships and future contract are to be established.

Job Responsibilities:

Main Objectives:

  • Take 100% ownership of customer.
  • Meet customer expectations for development of the customer’s supply chain through understanding and innovation.
  • Build strong relationships with the customer to foster trust.
  • Negotiate and finalize agreement on new services, pricing, service levels etc.
  • Monitor and delivery of overall financial results as per established budget.
  • Maintain world-class stakeholder management ensuring top quality communication and business alignment between the companies.
  • Work jointly with Company’s business units to ensure optimized operations and customer satisfaction.

Specific Responsibilities:

(i) Creating a detailed fact file of the customer covering

  • Pursuit plan –needs to be updated every month and reviewed for continuity of discussions
  • Keep track of customer side changes in people/process (operational/Marketing)
  • Follow expansions/new markets/new products both at local as well as Global level
  • Create and maintain a list of the suppliers/vendors/ buyers etc and explore opportunities with them

(ii) Manage relationships

  • Identify the key decision makers/influencers and keep a schedule of face to face meetings · Have an objective for the meeting at all levels
  • Set up a calling pattern with customers
  • Monthly/quarterly formal reviews with the customer
  • Set up senior levels meetings with the RLT

(iii) Budgets

  • Create budgets based on the existing data and customer interactions
  • Review the budgets every month and take corrective action asap , raise a flag where ever required
  • Review the progress with the customer and create action plan –DO NOT LOOSE ANY BUSINESS

(iv) Outstanding

  • Keep the selling rates updated with the operations team to ensure correct revenue captures
  • Take corrective action every week in case of deviations/errors
  • Respect the credit lines and let customer know that it is important to receive money in time

(v) Internal engagements

  • Set up internal review meetings with the operations/Finance and procurement teams to address and share issues/concerns etc
  • Raise a flag where ever you see/anticipate service dilution and work with them to address it in real time basis
  • Work closely with the internal stakeholders.

Performance Indicators:

  • Delivering required profit margins (CM1)
  • Retention of existing business through Contract Renewal and Growth of business New and Additional Sales
  • Deliver the Customer Satisfaction Survey results to Promoters
  • Compile and maintain a shared growth plan with the customer
  • Maintain strong pipeline in CRM to ensure all opportunities are captured

Competency Requirement:

  • Excellent interpersonal and communication skills
  • Analytical, presentation and negotiation skills
  • Pricing/Commercial knowledge
  • Be able to work independently, and willing to travel upon business requirements
  • Ambitious and result oriented self starter with initiative and strong drive
  • Skills to manage sensitive customers, people and personalities
  • Knowledge of the Asia business and logistics market
  • Network/contacts within the international logistics industry

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