Key Account Manager

Monroe Consulting Group, an Executive Recruitment firm, is partnering with an organisation in the Logistics industry to hire a Key Account Manager. This opportunity is based in Penang.

Position Overview
This role is responsible for managing strategic customer accounts, ensuring service excellence, and driving commercial growth across logistics operations. It plays a critical role in strengthening customer relationships, improving account profitability, and supporting the organisation's long-term business objectives.

Key Responsibilities

1. Account Relationship Management

• Serve as the primary point of contact for assigned key customers.
• Build and maintain strong, long-term customer relationships.
• Understand customer business strategies, supply chain challenges, and future requirements.
• Conduct regular business reviews with customers.

2. Customer Satisfaction

• Ensure high levels of customer satisfaction through proactive engagement.
• Address customer concerns and resolve escalated issues promptly.
• Monitor customer service performance against agreed Service Level Agreements (SLAs).
• Drive continuous improvement initiatives based on customer feedback.

3. Commercial Management

• Manage contract execution and ensure compliance with contractual terms.
• Monitor account profitability and identify opportunities to improve margins.
• Lead contract renewals, pricing reviews, and commercial negotiations.
• Support invoicing accuracy and resolve billing disputes.

4. Business Development

• Identify opportunities for cross-selling and up-selling logistics solutions.
• Collaborate with Sales to develop new business opportunities within existing accounts.
• Prepare business cases and proposals for service enhancements.
• Support customer retention strategies.

5. Operational Coordination

• Work closely with warehouse, transportation, customer service, and engineering teams.
• Ensure operational performance meets customer expectations.
• Coordinate implementation of new customer requirements or projects.
• Facilitate issue resolution across functional teams.

6. Project Management

• Lead customer on boarding and implementation projects.
• Coordinate change management initiatives.
• Ensure smooth transition during network changes or new service launches.
• Manage project timelines, risks, and stakeholder communications.

7. Financial Accountability

• Monitor revenue, gross profit, and account P&L.
• Forecast account volumes and revenue.
• Ensure achievement of financial targets.
• Support annual budgeting and forecasting exercises.

8. Compliance and Risk Management

• Ensure compliance with company policies and regulatory requirements.
• Monitor contractual obligations and risk exposure.
• Coordinate business continuity and contingency planning.
• Support audits and customer compliance requirements.

Key Requirements

Qualifications & Experience

• Bachelor's degree in Supply Chain, Logistics, Business Administration, Engineering, or a related discipline
• Proven experience in key account management, customer relationship management, or commercial roles within the logistics, supply chain, transportation, or industrial sector
• Experience managing customer contracts, commercial negotiations, and account profitability
• Demonstrated experience leading customer implementation or on boarding projects

Technical / Functional Expertise

• Strong understanding of supply chain and logistics operations.
• Experience managing Service Level Agreements (SLAs) and customer performance metrics
• Knowledge of contract management, pricing reviews, invoicing processes, and billing resolution
• Experience in revenue forecasting, budgeting, account P&L management, and financial performance monitoring
• Ability to develop business cases, proposals, and customer retention strategies
• Knowledge of compliance requirements, risk management, business continuity planning, and audit support
• Experience working cross-functionally with warehouse, transportation, customer service, engineering, and sales teams

Soft Skills & Leadership Competencies

• Excellent stakeholder management and customer engagement skills
• Strong communication and presentation abilities
• Commercially astute with strong negotiation skills
• Proven problem-solving and conflict-resolution capabilities
• Ability to influence and collaborate across multiple functions
• Strong project management and organisational skills
• Results-oriented mindset with the ability to manage multiple priorities in a fast-paced environment
• Ability to build and maintain long-term customer relationships.