- PRIMARY DUTIES & RESPONSIBILITIES

1. Account Development and Growth

- Act as the single point of contact for assigned key accounts within a country/cluster.

- Build and maintain strong relationships at all levels of the customers organization.

- Conduct regular business reviews (monthly, quarterly, annual) with customers to review KPIs, performance trends, and improvement actions.

- Proactively identify and resolve service issues and escalations, ensuring high levels of customer satisfaction.

- Ensure all contractual obligations and SLAs are met or exceeded

1. Key Account Excellence

- Pro-actively manage and develop for allocated portfolio of customers.

- Serve as the primary point of contact for communication with the assigned clients.

- Conduct regular business reviews with clients (Monthly, quarterly, annual) to ensure agreed KPIs are met.

- Lead and engage stakeholders in face-to-face customer meetings such as new product instruction, KPI meetings, etc.

- Proactively manage client escalations, resolve service issues, and maintain high levels of client satisfaction.

- Cooperate with the overall account owner (Global or Regional Leads) as required.

1. Strategic Growth

- Develop/implement account strategies to grow share of wallet and profitability.

- Identify and pursue new opportunities within the customers business, including cross-selling, new tradelanes or solutions

- Collaborate with global and regional sales teams to align customer strategies with overall commercial goals.

- Participate in rate negotiations, contract renewals, and local deal governance ensuring compliance with company standards.

1. Operational Performance & Governance

- Support onboarding of new business and ensure proper implementation

- Lead operational performance reviews and manage service delivery quality.

- Develop, maintain, and enforce Standard Operating Procedures (SOPs) for assigned customers.

- Monitor, analyze,



and interpret key performance data (on-time delivery, accuracy, exceptions) to identify trends and root causes.

- Drive process improvement, automation, and data integrity initiatives.

- Collaborate with operations and product o align delivery with customer expectations.

1. Data & Reporting

- Manage customer performance reporting, including EDI and KPI scorecards.

- Maintain accurate records in the CRM system (Salesforce or equivalent) for all customer interactions, opportunities, and performance data.

- Support finance and operations in managing revenue, GP tracking, and DSO

1. Collaboration & Stakeholder Management

- Work closely with the Global Account Owner, Regional Account Managers and Regional/Local Product Leads, and Operations Management.

- Align internal stakeholders to ensure service delivery

- Communicate regularly with network offices to ensure consistent global service.

- Represent the company professionally at industry or client events when required.

Previous Work Experience & Qualifications
- Bachelors degree in Business, Supply Chain, Logistics, or related field.

- Minimum 3 years experience in freight forwarding, logistics, or account management.

- Proven ability to manage complex customer relationships and drive account growth.

- Expertise in international and domestic logistics (air, ocean, customs).

- Robust analytical skills with the ability to interpret data and present actionable insights.

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

- Familiarity with EDI/API-based performance management and KPI tracking (preferred).

- Strategic thinking with a results-oriented approach.

- Excellent communication and relationship-building skills.

- Strong problem-solving and analytical capabilities.

- Ability to influence across levels and geographies without direct authority.

- Resilient, adaptable, and culturally aware.

- High integrity and professionalism.

📌 Local Key Accounts Manager (Delhi)
🏢 Toll Group
📍 Delhi