Account Manager, Global NVO Program / GNP

As Regional Account Manager within the Global NVO Program Region Asia, you are responsible for developing and executing commercial strategies for an assigned portfolio of Global NVO customers across Asia. The role focuses on delivering sustainable business growth, strengthening strategic customer relationships and providing outstanding customer experience in line with Hapag-Lloyd's Strategy 2030.

Acting as the regional commercial representative for your customers, you collaborate closely with Global Account Management, Commercial Trade Leads, Trade Management and Area Organizations to ensure successful execution of customer strategies while contributing to Hapag-Lloyd's ambition to become the Undisputed Number One for Quality through operational excellence, proactive customer care and commercial leadership.

1. Customer Relationship Management & Commercial Growth

• Manage an assigned portfolio of Global NVO customers across Region Asia.
• Build long-term strategic partnerships with customers through consultative account management.
• Identify growth opportunities and develop commercial action plans to increase customer value and market share.
• Drive customer retention and support profitable portfolio growth.
• Conduct regular customer business reviews and develop joint growth initiatives.
• Act as the regional commercial representative for assigned Global NVO customers.

2. Customer Strategy Execution

• Execute regional customer strategies in close alignment with Global Account Managers and Commercial Trade Leads.
• Translate global customer agreements into successful regional implementation.
• Coordinate customer activities across all Asia Area & Country Organizations.
• Ensure customer commitments are executed consistently throughout the region.
• Support strategic tender preparation and customer negotiations.
• Coordinate implementation of new customer business, products and commercial initiatives.

3. Commercial Trade & Capacity Steering

• Partner with local Vertical Cluster teams and Trade Management to optimize customer allocation and cargo flow.
• Support commercial steering activities balancing customer requirements with network capacity.
• Monitor customer contract fulfillment and volume development.
• Drive proactive Push & Pull activities together with Area Organizations.
• Provide commercial input on market trends, capacity developments and customer demand.
• Support implementation of Trade strategies and capacity optimization initiatives.

4. Cross-functional Collaboration & Stakeholder Management

• Serve as the primary commercial interface between Global Account Management, Commercial Trade Leads, Trade Management, TM Uptake Management, Area Organizations and customers.
• Coordinate customer-related activities across multiple internal departments.
• Manage commercial escalations and facilitate timely resolution of operational issues.
• Foster collaborative relationships across regional and global stakeholders.

5. Commercial Performance & Customer Excellence

• Deliver an outstanding customer experience supporting Hapag-Lloyd's ambition to become the Undisputed Number One for Quality.
• Promote best-in-class customer service through proactive communication, operational reliability and solution-oriented support.
• Drive continuous improvement of customer satisfaction, service quality and business processes.
• Promote adoption of Hapag-Lloyd's digital products and customer solutions.
• Support initiatives improving documentation quality, operational excellence and ease of doing business for customers.

6. Performance Monitoring & Business Planning

• Monitor customer performance against agreed KPIs, budgets and growth objectives.
• Analyze commercial performance and identify risks and opportunities.
• Prepare customer forecasts, business reviews and performance reports.
• Develop action plans to improve customer performance and contract fulfillment.
• Contribute to annual business planning and portfolio development.
• Utilize CRM systems, Salesforce and commercial analytics to support data-driven decision making.

• Minimum 5 years' experience in liner shipping, logistics or freight forwarding with focus on Key Account Management, Sales or Commercial Management.

• Proven experience managing strategic customer relationships in a multinational environment.

• Strong commercial acumen and customer-centric mindset.

• Excellent negotiation, communication and influencing skills.

• Strong analytical capabilities with ability to translate data into commercial actions.

• Experience working within cross-functional and matrix organizations.

• High level of ownership, accountability and self-motivation.

• Excellent organizational and project management skills.

• Advanced knowledge of Microsoft Office applications, Salesforce and commercial reporting tools. 

• Fluent English; additional Asian languages are considered an advantage.