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

• Bachelors 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.

Pay Transparency:

In compliance with applicable state and local laws the salary range for this position varies based on the work location. Please review the ranges below:

Expected pay range: $152000 - $253000

These ranges represent the minimum and maximum salary the employer reasonably expects to pay for this position based on the location where the work will be performed. Final compensation will be determined based on geographic location experience qualifications and other job-related factors.

• Remote Work Considerations: If the position allows remote work the salary range applicable to the employees home location will apply.

• Internal Transfers/Promotions: For current employees seeking internal transfers or promotions the salary range for the new position will be provided in accordance with applicable laws.

• Benefits and Other Compensation: Toll offers all full-time employees paid vacation sick time floating holiday time health benefits life insurance & personal accident insurance and 401k with company match.