Key Account Manager

About Toll Group

At Toll, we do more than just logistics - we move the businesses that move the world. Our 16,000 team members can help solve any logistics, transport, or supply chain challenge – big or small. We have been supporting our customers for more than 130 years. Today, we support more than 20,000 customers worldwide with 500 sites in 27 markets, and a forwarding network spanning 150 countries. We are proudly part of Japan Post — www.tollgroup.com

Play a vital role in enabling sustainable, global supply chains with Global Forwarding, Australia and New Zealand. With ongoing job security, enjoy working in a stable and safe environment, where we can be curious and inspired to try new things as we put customers at the centre of everything we do. 

As a recognised global brand with long-term success, we’re passionate about progress. That means adapting to change and transforming how our customers experience world-class freight forwarding solutions. In an open and inclusive culture, we share our ideas with approachable leaders who clearly communicate our ambitions. Our contribution is recognised with flexibility for balance and opportunities to learn, grow and progress. And we’re always looking out for each other’s wellbeing. We take pride in rising to any challenge to deliver what matters. Like thriving on diverse, challenging, even unordinary projects, while being supported by friendly and positive teamwork.

Toll Global Forwarding delivers cargo across our global network via road, rail, sea, and air. From loose cartons for consolidation and palletised cargo to moving dangerous goods and bulk commodities, we have the experience, the infrastructure, and the global network to get freight moving – across towns, across countries and across continents.

About the Role

The Key Account Manager plays a critical role in driving commercial growth and service excellence across a strategic portfolio of freight forwarding customers. This position owns both the commercial and operational account management agenda, with accountability for growing revenue from new and existing key accounts while ensuring consistently high standards of operational performance.

Operating as a trusted partner to customers and internal stakeholders, the role is responsible for delivering agreed growth targets, strengthening long-term client relationships, and ensuring service delivery meets or exceeds expectations. The Key Account Manager will also identify and develop new strategic customer opportunities, aligned with regional and global objectives, while contributing to sustainable, profitable growth across the business.

As the Key Account Manager, you will:

• Own and grow key client relationships as the single point of accountability, building trusted, multi-level stakeholder partnerships and proactively managing escalations to ensure customer satisfaction and SLA adherence.

• Lead structured client governance and engagement, including regular business and performance reviews, KPI management, and senior-level, face-to-face interactions to ensure delivery excellence and continuous improvement.

• Drive strategic account growth and commercial outcomes, developing account strategies, expanding share of wallet, identifying cross-sell and new solution opportunities, and supporting rate negotiations and contract renewals in line with governance standards.

• Ensure end-to-end operational performance and service quality, supporting onboarding, managing SOPs, monitoring performance data, resolving root causes, and driving automation and process improvements across the network.

• Own data integrity, reporting, and financial oversight, managing customer performance reporting, maintaining accurate CRM records, and partnering with finance and operations on revenue, GP, and DSO tracking.

• Collaborate cross-functionally under a ‘One Company’ approach, aligning global and regional stakeholders, coordinating with account owners and network offices, and representing the business professionally with clients and at industry events.

Key Skills and Qualifications

• Strong commercial and domain foundation, supported by a relevant bachelor’s degree and 5+ years’ experience in freight forwarding, logistics, or account management roles.

• Proven account leadership and growth capability, with demonstrated success managing complex customer relationships and driving strategic, results-oriented outcomes.

• Deep logistics and supply chain expertise, across international and domestic operations including air, ocean, and customs environments.

• Advanced analytical and digital capability, with strong data interpretation skills, proficiency in Excel, PowerPoint, CRM platforms (e.g. Salesforce), and familiarity with EDI/API-driven performance and KPI management.

• Highly effective communicator and influencer, able to build trusted relationships, solve complex problems, and influence across levels, regions, and cultures without direct authority.

• Professionally grounded and values-led, demonstrating high integrity, resilience, adaptability, and professionalism in dynamic, client-facing environments.

What moves you?
 

At Toll, you can help play a vital role in delivering what matters. From food, fuel, medicine and rescue services, we keep businesses and communities thriving. Every day brings change. We see that as an opportunity. To be curious. To ask the right questions. And build meaningful connections. Because finding new ways to solve problems is what we do. With a bold vision to expand our global reach, our 16,000+ people bring a passion for progress. We collaborate in friendly, caring teams, supported by approachable leaders who give us the autonomy to quickly make decisions with impact. Learn and grow with industry-leading training, alongside talented experts. Feel empowered to take on diverse challenges and new responsibilities to move you, our customers, and our world further.

Are you excited about this role but are concerned you don’t meet all the requirements? If you have similar skills and are willing to learn then we encourage you to apply anyway. We know that some people hesitate to apply for jobs unless they meet every single qualification. At Toll, we value a diverse, inclusive and authentic workplace, so if you’re interested in this role but your past experience doesn’t align perfectly then please talk to us – you may be just the right candidate for this or other roles we have coming up.

At Toll everyone is welcome including those of all ages, ethnicities, genders and abilities. 

To find out more about us visit www.careers.tollgroup.com