Overview As the Operational Key Account Manager, you will lead service performance and customer experience for key clients in the region, aligning people, processes, and systems to fulfill the customer promise. You will coordinate with the global account team and drive continuous improvements and governance. For the Colgate account, you'll also own commercial activities from RFPs to forecasting and contract implementation. This role blends operations leadership with strategic account management to strengthen DHL's position as a partner of choice.
Compensation / Benefits- competitive base salary
- role-based incentives
- 401(k) Match up to 4% + 2% annual base contribution
- Stock Purchase Plan at discounted rate
- medical coverage
- vision coverage (optional) and dental coverage (optional)
Responsibilities- Serve as the primary external and internal contact for key customers with clear, timely communications
- Ensure delivery against documented service commitments and expected performance levels
- Monitor performance, diagnose gaps, and drive corrective actions
- Identify and implement continuous improvements in customer experience and service efficiency
- Act as escalation point for customers and internal stakeholders on issues
- Manage improvement projects and customer integrations, ensuring timely delivery
- Lead business reviews covering performance, issues, and improvement plans
- Maintain documentation such as operating procedures, SLAs, and performance records
- Monitor regulatory compliance and standard adherence across operations
- Assess shipping profiles, volumes, and profitability to optimize resource allocation
- Apply commercial understanding of customer business and market dynamics to support long-term strategy
Key requirements- Bachelor's degree in relevant field
- 5+ years in customer-facing product experience with advanced knowledge of operational tools, reporting systems, and improvement techniques
- Results-driven with continuous improvement mindset
- Strong cross-functional collaboration and influencing skills
- Understanding of DHL operations and service delivery processes
- Analytical skills for KPI and performance analysis
- Strong communication and presentation capabilities
- Proficiency with Outlook, Excel, Word and PowerPoint; PowerBI is a plus
- Strong understanding of freight forwarding, especially Ocean Freight
- Fluent in English (verbal and written)
- Cross-functional collaboration
- Influencing and communication
- Analytical thinking
- Outlook
- Excel
- Word
