Sr. Operational 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

PURPOSE OF THE JOB

The Sr. Operational Key Account Manager is responsible for leading a group of pre-defined accounts to drive growth and retention of strategic freight forwarding accounts. This role ensures the retention and achievement of revenue growth, product volumes, and share of wallet. Supporting an identified opportunity Road Map to strategically position Toll as one of the top 3 service providers. Continue to position Toll to gain and win within the defined road map and drive strategic engagement with key influencers, decision makers and internal stakeholders to ensure proper promotion of Toll within the customers network, locally, regionally and internationally where applicable.

PRIMARY DUTIES & RESPONSIBILITIES

1.     Strategic Account Development

·       Oversee strategies for the account, ensuring alignment with global and regional commercial objectives, where applicable.

·       Support the team in identifying growth opportunities, cross-selling, and expanding share of wallet within strategic accounts.

·       Participate in negotiations, MBR, QBR and Annual Performance Reviews, coordinating with Account team and Operations and governance for major accounts and contracts.

2.     Customer Engagement & Relationship Management

·       Build and maintain executive-level relationships with key stakeholders within the account on assigned customers in the region.

·       Ensure delivery of agreed KPIs and SLAs through regular business reviews and strategic engagement both internal and external

·       Act as an escalation point for complex service issues, ensuring timely resolution and customer satisfaction.

·       Communicate to internal stakeholders’ business at risk and opportunity for increased wallet share through regular MBR.

·       Manage data associated with contracted and FAK allocations leading discussions with Product, origin and customer on commitments.

3.     Operational & Process Excellence

·       Drive implementation of SOPs and governance standards across all assigned accounts.

·       Monitor account performance metrics and lead initiatives for continuous improvement and operational efficiency.

·       Support and drive customer reporting for visibility and clarity on activity

·       Manage operational reporting supporting applied agreements

·       Support Onboarding of new lanes, products and align global operational execution

·       Collaborate with operations, product, and finance teams to ensure seamless service delivery and profitability.

·       Participate in collection activity to ensure account stays within terms.

·       Manage Contract allocation visibility and data with key stakeholders.

4.     Data & Reporting

·       Ensure accurate and timely CRM data management and reporting for all assigned accounts.

·       Provide insights and performance analysis to aligned global key account management and regional leadership for strategic decision-making.

·       Guide and train the customer on our visibility and reporting tools

5.     Stakeholder Collaboration

·       Align with regional account management with global account strategies and commercial priorities.

·       Support the region in preparing for global forums and contribute to shaping best practices and process improvements.

·       Perform other duties as assigned by management.

KEY PERFORMANCE MEASURES 

·                  Regional revenue, GP, and volume growth for assigned accounts.

·                  Customer retention and satisfaction (NPS).

·                  Accuracy and timeliness of CRM data and reporting.

·                  Successful implementation and governance of SOPs. 

Previous Work Experience & Qualifications 

·                  Bachelor’s degree or equivalent in Business, Supply Chain, Logistics, or related field.

·                  Minimum 5+ years in freight forwarding, logistics, or account management

·                  Proven ability to manage complex customer relationships and drive strategic growth.

·                  Expertise in international and domestic logistics (air, ocean, customs).Strong commercial acumen, analytical skills, and ability to interpret data into actionable insights.

·                  High proficiency in Microsoft PowerPoint, Excel, and CRM platforms (e.g., Salesforce).

·                  Excellent communication, influencing, and stakeholder management skills.

·                  Resilient, adaptable, and culturally aware with high integrity and professionalism 

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