Operational Key Account Manager, Road Operations

Operational Key Account Manager

The Operational Key Account Manager is responsible for managing and developing operational relationships with strategic customers within the Road Transportation business. The role ensures efficient service delivery, operational excellence, customer satisfaction, cost optimization, and continuous improvement while maintaining compliance with company policies and transportation regulations.

Responsibilities

Key Account Management

1. Act as the primary operational point of contact for assigned key accounts.

2. Build and maintain strong relationships with customers and internal stakeholders.

3. Understand customer transportation requirements and ensure service delivery meets agreed expectations.

4. Conduct regular operational reviews and address customer concerns proactively.

5. Identify opportunities to improve customer satisfaction and operational efficiency.

Road Transportation Operations

1. Oversee daily transportation activities for assigned accounts, ensuring timely and efficient deliveries.

2. Coordinate with transport planners, dispatch teams, driver management team and subcontractors.

3. Monitor shipment execution, vehicle utilization, delivery performance, and operational exceptions.

4. Ensure effective management of transportation schedules, routes, and capacity.

5. Resolve operational escalations, delivery delays, and service disruptions.

Service Performance & KPI Management

1. Monitor performance against agreed Service Level Agreements (SLAs) and operational KPIs.

2. Prepare and present regular operational performance reports/updates to customers and management.

3. Identify service gaps, conduct root cause analysis, and implement corrective actions.

4. Drive improvements in on-time delivery, transport efficiency, and customer experience.

Cost Control & Operational Efficiency

1. Monitor transportation costs and account profitability in collaboration with commercial and finance teams.

2. Identify opportunities for route optimization, load consolidation, and improved fleet utilization.

3. Minimize operational inefficiencies, additional charges, and service failures.

4. Support budgeting, forecasting, and capacity planning for assigned accounts.

Stakeholder Coordination & Continuous Improvement

1. Collaborate with sales, customer service, operations, finance, and procurement teams.

2. Support customer onboarding, new business implementation, and operational transitions.

3. Lead continuous improvement initiatives to streamline processes and enhance productivity.

4. Ensure operational procedures and customer-specific Standard Operating Procedures (SOPs) are documented and maintained.

Compliance & Risk Management

1. Ensure transportation operations comply with applicable road transport regulations, safety requirements, and company policies.

2. Monitor subcontractor performance and adherence to contractual requirements.

3. Identify operational risks and implement appropriate mitigation measures.

4. Ensure accurate transportation documentation and timely resolution of claims and incidents.

Qualifications & Characteristics

Education – Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related field

Work Experience – 5–7 years of experience in road transportation, logistics operations, or key account management.

Strong understanding of domestic and cross-border road freight operations.

Experience managing strategic customers and transportation service providers.

Knowledge of transportation management systems (TMS), operational reporting, and performance analytics.

Specific Skills

• Strong communication
• Problem-solving & Negotiation skills
• Stakeholder management skills
• Strong organizational and follow-up skills.
• Self-motivated, target-oriented, and comfortable working in a fast-paced environment.
• Ability to work independently as well as collaboratively within a team.

DSV – Global transport and logistics

What moves you?

At DSV, we move more than goods. We move careers, ambitions and opportunities.

With close to 150,000 colleagues in over 90 countries, we are the global leader in transport and logistics, and it is our people who bring our services and solutions to life every day. From frontline operations to business functions, every role contributes to keeping supply chains flowing and societies running.

Here, you are trusted to take ownership, act on your ideas and make decisions that create real impact. It is a place where people, careers and ideas keep moving forward. We value transparency in how we communicate and collaborate, and we win together by supporting each other, challenging each other and delivering results as a team.

Start here. Go anywhere

This is our promise of movement. A promise that your work matters, your contribution counts, and your career can move as far as your ambition takes it.

If you are looking to make an impact, grow your career and be part of something bigger, DSV is the place to be.

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

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