Global 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 Position

The Global Key Account Manager (GKAM) is responsible for leading the commercial and operational performance of designated multinational customers across all regions and products. This role drives global Gross Profit (GP) and volume growth, increases wallet share, ensures contract compliance, and delivers service excellence. The GKAM will collaborate closely with regional and global teams including Business Development, Operations, Tender Management, and Customer Service to ensure seamless, high-quality execution.

Primary Duties & Responsibilities

1. Account Development & Growth

• Serve as the global commercial lead for assigned Global Strategic Customers (GSC).

• Build and maintain strong, trust-based relationships across all levels of the customer organization.

• Conduct regular business reviews (monthly, quarterly, annual) to evaluate KPIs, performance trends, and action plans.

• Proactively resolve service issues and escalations with operational and product counterparts.

• Ensure full compliance with contractual commitments and Service Level Agreements (SLAs).

2. Key Account Excellence

• Proactively manage and develop an allocated global customer portfolio.

• Act as the primary point of contact and ensure high-quality communication with clients.

• Lead customer meetings including KPI discussions, performance reviews, and new product introductions.

• Drive issue resolution and maintain high customer satisfaction levels.

• Coordinate closely with Global and Local Account Managers to support opportunity qualification and development.

• Collaborate with Global Account Owners (Global Leads) as required.

3. Strategic Growth

• Develop and execute strategic account plans to expand wallet share and profitability.

• Identify cross-selling opportunities, new tradelanes, and solution-based growth.

• Align customer strategies with global and regional commercial priorities.

• Support rate negotiations, contract renewals, and governance processes.

4. Operational Performance & Governance

• Support onboarding of new business and oversee proper implementation.

• Lead operational performance reviews and manage end-to-end service delivery.

• Develop and maintain customer-specific Standard Operating Procedures (SOPs).

• Monitor and analyze performance data to identify trends, exceptions, and root causes.

• Drive process improvement, automation, and data integrity enhancements.

• Ensure global alignment with operations and product teams to meet customer expectations.

5. Data & Reporting

• Manage customer performance reporting including EDI and KPI scorecards.

• Maintain accurate CRM documentation (Salesforce or equivalent) on interactions, opportunities, and performance.

• Support finance and operations in revenue tracking, GP performance, and DSO management.

6. Collaboration & Stakeholder Management

• Partner closely with Global Account Owners, Regional Product Leads, and Operations leadership.

• Align internal stakeholders under a “One Company” approach to deliver seamless service.

• Ensure consistent communication across network offices.

• Represent the company at customer or industry events as needed.

Key Performance Measures

• Year-over-year revenue, GP, and volume growth for assigned accounts.

• Achievement of service KPIs and customer satisfaction (e.g., NPS).

• Accuracy and timeliness of CRM data and reporting.

• Effective execution of account development processes.

• Successful SOP implementation and governance.

• Retention and expansion of key global customers.

Qualifications & Experience

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

• Minimum 5+ years’ experience in freight forwarding, logistics, or account management, including global account responsibility.

• Proven ability to lead complex multinational customer relationships and drive strategic growth.

• Strong knowledge of international logistics (air, ocean, customs) and trade compliance.

• Strong commercial mindset, strategic thinking, and ability to influence globally.

• High proficiency in Microsoft PowerPoint, Excel, and CRM platforms (Salesforce preferred).

• Experience with EDI/API-based performance management and KPI tracking is an advantage.

• Resilient, adaptable, culturally aware, and able to work with high 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