Job Req Number:  86238
Time Type: Full Time

Position Summary

As the manager of the control tower and key account management, you will be leading control tower and key account manager team to work with different teams including commercial, operation, customer service and IT to ensure quality execution, high customer service levels and profitability of the account. 

Detailed Responsibilities:

Lead, develop and grow the team

• Support and help manage cross-functional teams through influence and persuasion
• Collaborate closely with regional and local staff to coordinate account activities
• Provide proper guidance and coach to the team 
• Deliver results by leveraging the skills of the right people at the right time
• Act as escalation point and assist in the resolution of difficult issues through effective negotiation tactics
• Setup team targets and effective resources management
• Maintain high degree of motivation in team members to retain focus of providing      highest levels of customer satisfaction
• Work well in a global environment where customer business can span multiple continents

Account Management

• Proactively work within the Commercial organization to constantly assess changes to the business and impact to DSV’s growth and profitability in the current volatile and uncertain market
• Help identify all potential risks and develop mitigation plan
• Identify and implement Continuous Improvement initiatives
• Maintain and grow margins (preparation of rates, oversee operating costs) for assigned accounts
• Implementation of new business for existing accounts
• Work closely with Operations to deliver high level of service to customers
  • Proactively manage and monitor customer KPI’s
  • Conduct business review with customers
  • Become a part of an account focused cross-functional team that proactively participates in the account planning, sales support & delivery process

Control Tower

• Data quality management including milestones, EDI errors etc
• Support on overall SLA governance
• Collaborate with internal parties for issue resolutions
• Reports and business review preparation
• Work closely with operational account managers on performance management

Qualifications  

• Bachelor degree or above in business/freight forwarding or related disciplines
• Experience
  • • Minimum 10 years of overall industry experience in key account management /operation / control tower preferred.
    • Proven leadership of regional teams and experience working in matrix organizations
• Knowledge & Skills
  • • Identifying critical operational or other issues and recommending solutions
    • Ability to continuously review / refine processes to achieve the optimal solution and process flow
    • Excellent stakeholder management with effective communication and presentation skills
    • Ability to lead and guide people
    • Self-motivated and ability to use own initiative, with the ability to work without supervision.
• Personal Characteristics
  • • High level of integrity and professional working standards
    • International mindset, presentable and articulate, resilience, result-oriented and customer-focused
    • Good team player

DSV – Global Transport and Logistics

DSV is a dynamic workplace that fosters inclusivity and diversity. We conduct our business with integrity, respecting different cultures and the dignity and rights of individuals. When you join DSV, you are working for one of the very best performing companies in the transport and logistics industry. You’ll join a talented team of approximately 75,000 employees in over 80 countries, working passionately to deliver great customer experiences and high-quality services. DSV aspires to lead the way towards a more sustainable future for our industry and are committed to trading on nature’s terms.

We promote collaboration and transparency and strive to attract, motivate and retain talented people in a culture of respect. If you are driven, talented and wish to be part of a progressive and versatile organisation, we’ll support you and your need to achieve your potential and forward your career.

Visit dsv.com and follow us on LinkedIn, Facebook and Twitter.