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

• 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).
• 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.
• 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.
• 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.
• 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.
• 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 govern