Key Account Manager

*Direct Line Reporting: Marketing & Sales Manager
Purpose of the role
To manage and develop regionally the assigned Key Accounts (KA) in line with the Account Plan to meet the objectives of growth and profitability

The primary purposes of this role are:
i) To take overall country development responsibility of the assigned KAs and increase the share of wallet
ii) To promote and sell differentiating Industry Solutions based on Panalpina’s products and Supply Chain Solutions
iii) To increase relationship stability by diversifying product offerings and developing multi-level contacts relationship between KAs and Panalpina main stakeholders

Key Tasks
Sales Management

• Owns the customer and coordinates with the regional team of Regional Key Account Manager(s) and Regional Traffic Controller in the various geographical areas
• Diagnose KA Supply Chain set up and identify Supply Chain Solutions opportunities. Develop and prepare strategic investment proposal in close cooperation with Regional Head of SCS and Regional Head of IV.
• Develop and Execute Key Account Plan
• Increase share of wallet and profitability to achieve KA’s global development objectives
• Build a pro-active sales approach based on the customer needs and the Unique Selling Propositions of Panalpina

• Ensure full adherence of KA SOP across the organization
• Take regional lead role and actively participate to GKA RFI & RFQ opportunities
• Prepare RFI & RFQ Post-Mortem analysis and share with Tender Management, Products and any other relevant internal stakeholders
• Work and cooperate with relevant Regional and Country functions to secure and further increase customer satisfaction

Customer Relationship

• Build up and further improve all geographical customer relationships with the respective KA team and participate in all relevant meetings with the customer in order to position Panalpina accordingly.
• Develop global multi-level contacts between customer and Panalpina for proper reciprocal function interfaces
• Act as a mediator between KA, Panalpina and suppliers, assuring the KA team is the focal point for escalations
• Proceed to thorough KA regional potential identification and regular update across all KA logistic spends. To be used to update share of wallet and drive development priorities on Account Plan.
• Gather global Strategic Forecast from KA and is responsible to communicate and update space requirements to relevant Product Organizations on Quarterly basis minimum.

General Management
• Display strong leadership both externally towards Customer and internally towards Key Account Management team,
• Engage and interact with Regional and Country Management (MD/HMS),
• Close and regular alignment between Regional Key Account Manager) about the leadership and other business aspects ensure full adherence to CRM process
• Supervise Traffic Controller global data input quality & quantity controlling on KA and address quality issue to relevant internal parties when occurring
• Is responsible for timely & proper handover of business implementation to BIM
• Ensure the timely measurement of the agreed and committed KPI’s towards the customer. In case of major deviations a continuous improvement process should be triggered pro-actively (addressing to operations, product or requesting a solution approach, depending on the gravity of the deviation) in alignment with the Regional Account Manager



Key Performance Indicator (KPIs value to be confirmed during Pear review)
• Grow KA GP by __ % (to be specified per Product – as per Account Plan)
• Increase KA GPM by __ % (to be specified per Product – as per Account Plan)
• Ensure 100% CRM Compliance and quality and timeliness of input

Decision Making Authority
Within scope of authority as assigned by management.

• Good knowledge of Panalpina's strategy and products
• Extensive knowledge of the assigned Global Key Account industry vertical including trends, opportunities and threats
• Good knowledge of the air freight industry
• Good knowledge of the ocean freight industry
• Extensive knowledge of trends and opportunities in the forwarding industry
• Good knowledge of regulatory aspects affecting Panalpina and industries
• Good knowledge of markets (customers, competitors, suppliers, overall environment and major tradelanes)
• Extensive negotiation skills
• Extensive knowledge of Supply Chain Management and logistics
• Good knowledge of forwarding and Supply Chain Management IT Systems
• Good financial skills
• Ability to review, analyze and understand contracts
[Competencies – Leadership ]
• Good ability to plan strategically and translate strategy into operational roadmaps, deploying resources efficiently while pushing for results
• Good ability to take complex decisions and be accountable, demonstrating managerial courage and taking responsibility while managing risk
• Extensive skills to integrate and coordinate resources across functions and borders, building and using networks, encouraging collaboration across borders, being open to outside input and sharing knowledge and expertise
• Good ability to lead people, including hiring and retaining talent, directing reports, defining KPI's and monitoring performance
• Good ability to recognize and nurture talent by advising, coaching, motivating and empowering others

[Competencies – Business ]
• Good ability to organize, including prioritizing, planning, assigning and controlling objectives
• Profound ability to focus on customer service as a core value, increasing operational efficiencies and setting and monitoring high standards of quality while taking necessary steps to retain and improve customer relationships
• Good ability to influence and negotiate
• Good ability to drive innovation, manage change and deal with ambiguity, devising effective change management processes

[Competencies – Personal)
• Good ability to present and articulate
• Good ability to work under pressure and deal with tight deadlines with high energy and resilience
• Extensive communication and networking skills
• Extensive inter-personal skills with positive mindset
• Good International experience and mindset and willing to travel as required
• High integrity
• High result oriented and places great emphasis on customer

Educational background / Work experience
• Bachelor's degree in Business Administration/Economics/Marketing
• 5 years of work experience (minimum)
• 3 years of overall industry experience (minimum)
• 1 years of experience in people management and leadership, including recruitment, training & development, coaching, conflict and performance management (minimum)
• 2 years of experience in Key Account Management (minimum)
• 5 years of Sales experience (minimum)

Language skills
• Fluent in English is mandatory (written and spoken)
• Other languages (written and spoken) a plus

Computer Literacy
• Good knowledge of Microsoft® Office Software (Excel®, Word, PowerPoint® and others)
• Profound knowledge of Customer Relationship Management tools
• Good knowledge of SAP® or other ERP systems especially as it relates to reporting and analysis

- Competitive salary and bonus
- Social insurance, health insurance, unemployment insurance according to Labor Laws
- Professional, dynamic working environment

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