Operational Key Account Manager, GCM

The Operations Key Account Manager (OKAM) provides critical support to the Regional and Local Customer, Data Center, and Internal Operations Team. Responsible for being the liaison/direct link for GCM and the customer to the wider regional operations support organization in shaping the strategic direction and delivering operational standards and harmonization through effective senior leader partnership and continuous improvement support. Builds bench strength by leading, developing and challenging operations teams to raise individual and collective performance levels by demonstrating and promoting discretionary effort.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Responsible for forming strategic partnerships with regional and in-country leadership teams to ensure Global Customer Management (GCM) program activities are understood, adopted, implemented and upheld.


• Collaborate with GCM Business Management, Customer Enablement and Center of Excellence (CoE) teams to align overall strategy, future growth and best approach for business growth and sustainment.


• Act as primary regional POC for operational customer requests and provide visibility to GCM on operations performance within the region. Ensure regional operations are in line with customer SLAs and program reporting approach / requirements


• Build and sustain long-term customer relationships.  Supports local, regional and global sales initiatives by partnering with the customer, GCM and local operations


• Generate and deliver weekly, monthly, and quarterly reports on operational KPIs, tracking and analyzing performance across locations.


• Act as senior operational expert ensuring local operation adoption of global processes, tools and systems.


• Act as primary operations support for the implementation of new projects, regional initiatives, and process standardization efforts.

• Collaborate closely with cross-functional teams to deliver effective solutions and improvements across warehouse logistics operations.

• Partner with regional customer and DSV operations on continuous improvement, innovation and best practice sharing.

• Supports change management programs linked to the strategic scope that supports customer strategy


• Build, maintain and manage relationships across all levels of the organization and act as the primary GCM operational interface at global level to appropriate stakeholders on the customer side.


• Facilitate outputs of the global strategic planning process (roadmap) and associated supporting projects. Track and ensure strategic initiatives are managed, delivered, and measured to meet customer goals


• Drive performance across all sites globally in the account through continuous auditing, key metric monitoring and escalate any risks/issues

• Candidate requires 10+ years’ experience in strategy, tactics, development, and facilitation. International management experience preferred.

• Business degree required. Master’s degree preferred.


• Operations management background. Third-party logistics experience is preferred but not required.

Computer Skills:  

• Strong knowledge of Microsoft Office is required with an emphasis on written guidance content (Word) quantitative analysis (Excel) and the creation of presentations (PowerPoint)

Language Skills 

• Fluent in English. Additional language skills are highly beneficial 

 Mathematical Skills 

• Good mathematical skills 

Other Skills 

• Demonstratable E2E experience across sales, strategy, consulting, and supply chain


• Must excel at and enjoy collaborating with members of the operations team and client representatives to trouble-shoot and solve existing problems.


• Excellent verbal, written and visual/presentation communication skills. Proven interpersonal and leadership skills to develop strong working relationships at all levels/geographies. Presents well at executive level ​


• Strong communication and interpersonal skills with ability to influence, motivate and inspire others to achieve.


• Ability to question and challenge existing ways of thinking. Be pro-active toward change


• Entrepreneurial-minded self-starter capable of working under pressure in a fast-paced, dynamic, changing work environment. Can work independently and is pro-active


• Must demonstrate ability to think strategically and tactically to drive cross-functional initiatives


• Can demonstrate mediation, problem-solving skills, ​and quantitative analysis skills to conduct complex strategic analyses with limited guidance


• Excellent organizational skills. Ability to multitask and prioritize on an ongoing basis. Program Management mindset - results-oriented and able to work and meet timelines.


• Must have proven track record for meeting or exceeding goals

CORE COMPETENCIES