Regional Key Account Manager

About Toll Group

At Toll we do more than just logistics - we move the businesses that move the world. Our 16000 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 20000 customers worldwide with 500 sites in 27 markets and a forwarding network spanning 150 countries. We are proudly part of Japan Post

Account Development and Growth

• Act as the single point of contact for assigned key accounts.
• Build and maintain strong trust-based 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

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.
• Coordinate with the (Global/Local) Account Managers to gather information to further qualify opportunities for pursuit and development.
• Closely cooperate with the overall account owner (Global Leads) as required.

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.

Operational Performance & Governance

• Support onboarding of new business and ensure proper implementation
• Lead operational performance reviews and manage end-to-end 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 teams globally to align delivery with customer expectations.

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

Collaboration & Stakeholder Management

• Work closely with the Global Account Owner Regional Product Leads and Operations Management.
• Align internal stakeholders to ensure service delivery under a One Company approach.
• Communicate regularly with network offices to ensure consistent global service.
• Represent the company professionally at industry or client events when required.

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 16000 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 dont 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 youre interested in this role but your past experience doesnt 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.

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