The Senior Operations Account Manager serves as the operational counterpart to the Key Account Manager, translating commercial commitments into consistent service delivery and ensuring that agreed KPIs, SOPs, and standards are achieved.

The position acts as a bridge between commercial, operational, and shared service teams, coordinating efforts across branches, modes (Air, Ocean, Road), and geographies to ensure end-to-end operational excellence.
 

How you will contribute:

Operational Ownership & Service Delivery

• Take full operational ownership of assigned strategic freight customers across Europe, ensuring consistent and reliable service delivery across all modes (Air, Ocean, Road).
• Oversee adherence to customer SOPs, SLAs, and contractual KPIs, ensuring operational standards are met by all involved branches and shared service teams.
• Anticipate potential service risks and implement corrective actions proactively to protect customer satisfaction and business continuity.
• Lead structured business reviews (monthly/quarterly) with KAMs, customers, and internal stakeholders to evaluate performance, improvement progress, and Eskalation resolution.

 Performance Management & Governance

• Monitor and analyse operational performance data, identifying root causes and trends across countries or functions.
• Drive accountability for KPI achievement within branch and GSC teams, ensuring all operational metrics are tracked and acted upon
• Maintain and update customer performance dashboards, escalation logs, and improvement trackers in coordination with BI and Process Excellence teams.
• Facilitate internal governance forums to ensure issues are addressed, improvements are implemented, and lessons learned are shared across accounts.

Customer Relationship & Stakeholder Coordination

• Serve as the primary operational point of contact for key customers, representing DP World in all service-related discussions and escalation reviews.
• Partner closely with KAMs to align commercial expectations with operational capabilities, jointly managing account health and customer experience.
• Coordinate with Customer Service, Branch Operations, and Shared Service Centres (GSC) to ensure seamless end-to-end service execution.
• Act as a bridge between the customer, local operations, and central functions, ensuring transparency, accountability, and responsiveness.

Continuous Improvement & Standardisation

• Identify and implement process improvement and efficiency initiatives at account level, leveraging Lean and OPSX governance frameworks.
• Share and adopt best practices across accounts and countries to drive standardisation, scalability, and process consistency.
• Support the rollout of digital tools, automation, and data-driven processes in coordination with OpsX Process Excellence and BI teams.
  Contribute to service playbooks, training content, and SOP updates for key accounts.

Escalation & Issue Management

• Lead the coordination and communication of escalations, ensuring timely resolution and effective stakeholder alignment.
• Develop and execute corrective action plans, track progress, and verify results before closure.
• Maintain structured escalation records and ensure high service recovery standards are applied consistently.
   

Capability & Knowledge Development

• Support onboarding, training, and development of branch and shared service staff handling strategic accounts.
• Mentor junior Operations Account Managers and act as subject matter expert in customer governance and operational performance management.
• Promote a culture of operational discipline, customer focus, and collaboration across the European Freight network.
   

Your key qualifications:

• Bachelor’s degree in Logistics, Supply Chain Management, Business Administration, or a related field.
• Minimum 8–10 years of experience in Freight Forwarding or Logistics Operations, including at least 3–5 years in a customer-facing or key account operational management role. 
• Proven experience managing large, multinational customers with complex operational setups across multiple modes (Air, Ocean, Road).
• Demonstrated ability to lead service delivery, performance governance, and escalation management in an international matrix environment.
• Solid understanding of end-to-end freight operations, systems (TMS/ERP/CRM), and KPI frameworks. 
• Experience working with Shared Service Centres or offshore teams (e.g., GSC) and integrating their output into customer delivery.
• Exposure to automation, digitalisation, and reporting tools (e.g., Power BI, Tableau, Excel advanced) is advantageous.