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Global Key Account Manager

Date: 05-Jul-2019

Location: Houston, TX, US

Company: Panalpina

Req ID: 160736
Job Function: Marketing and Sales
Full-Time/Part-Time: Full-time
Contract Type: Regular Employment
Job Level: Professional
Purpose of the role

* The GKAM is responsible for creating and aligning a 3-year global account growth plan with Sales and Product across Regions and key Countries and ensuring execution in all Regions. He/she must develop the customer growth potential by driving end-to-end and value added solutions selling across all Products and providing a unique customer experience with superior customer focus.

Key Tasks

Sales Management

* Line leadership of KAM team (if applicable)

* Functional leadership of the Regional Key Account Managers (RKAM)

* Ensure all global sales policies, processes and guidelines relating to the Global Account are adhered to

Customer Engagement

* Drive growth of the Global Account by ensuring appropriate collaboration within Sales and across Product functions

* Strengthen the customer relationship by driving appropriate Panalpina and customer stakeholder engagement, including but not limited to arranging face-to-face meetings with Sponsor and ExCom members

* Train and enable the KAM team in selling end-to-end and value added solutions across all Products according to the strategic priorities defined in the Account Growth Plan

* Personally engage with all key Global Account decision makers across all geographies

Sales Planning

* Create and align a 3-year global account growth plan with Sales and Product across Regions and key Countries with sign-off by GHIV, Regional Head of Marketing & Sales in lead Region, Sponsor and CCO

* Communicate account growth plan across Regions and key Countries and drive execution through Key Account management team

* Propose account targets for the Global Account per Product on Global and Regional level to GHIV and Regional IV Manager for the purpose of yearly target setting

Sales Review

* Support the KAM organization in meeting/exceeding their defined growth targets

* Hold monthly review meetings with KAM organization (if applicable)

* Attend monthly review meetings with GHIV and/or Regional IV Managers

* Review account pipeline (including RFQ’s), activities and performance using global standard reports and define corrective actions

* Review up-trading, down-trading, loss-making and newly gained trade lanes on a monthly basis and take corrective actions where applicable

* Ensure Monthly, Quarterly and Yearly Business Review (Strategic Business Review) meetings take place, are well-prepared and all relevant stakeholders involved timely

* Ensure minutes from Monthly, Quarterly and Yearly Business Review Meetings are distributed to all relevant stakeholders (Products, Regions, Sponsors, CCO) and corrective actions are followed up

* Ensure any concerns and/or complaints of the Global Account are timely escalated to all relevant stakeholders (Products, Regions, Sponsors, CCO)

Opportunity Management

* Ensure cross-selling across products, end-to-end value added solutions and up-selling of customs brokerage and transport insurance

* Attend global opportunity board and ensure all Global Account-related opportunities are timely and properly prepared for review and approval

* Align and agree on strategic bid prioritization with sales, product, and geographies

* Ensure Tender Management process is followed, including timely pre-RFQ strategy and alignment with Product

* Ensure RFI & RFQ post-bid analysis is created and shared and corrective actions are aligned and agreed with Sales and Product functions

* Ensure timely & proper handover of business implementation to BIM

Collaboration and Transparency

* Ensure account growth plan is understood and supported across the organization

* Use CRM for all opportunities, including timely entry and assignment of sales cycles (months ahead of receiving the RFQ from customer), setting correct volumes and flags

* Keep account executive sponsor updated on RFQ’s, performance and corrective actions

* Share relevant market intelligence and best practices within the organization

Processes, Risk & QHSE Compliance

* Ensure SLA’s and SOP’s are on C-ODP and regularly maintained

* Drive contract negotiations to achieve best terms and conditions in accordance with company policy and ensure that signed contracts and addendums are properly stored in contract management system

* Ensure new global customer reporting standards are implemented and adhered to for all Global Account reports

* Pro-actively inform Corp. SSG and Finance of any planned M&A activities and ensure follow-up actions are implemented

* Drive data quality improvement in CRM

* Pro-actively escalate operational issues to relevant parties and ensure resolution

* Perform assigned tasks to support Panalpina meets its objectives and targets regarding quality, health, safety and environment as documented in IMS and follow all requirements as set out in the QHSE policy

* Ensure that day to day activities embrace sustainability, health and safety, reducing the impact upon the environment, supporting the communities we work in and reducing incidents in the workplace

Key Performance Indicator

* Global GP Performance of the assigned Global Account(s)

* Individual objectives as defined by the GHIV and Regional IV Manager

Decision Making Authority

* Signing powers according to global approval and signatory policy

Skills & Competencies

Team Leadership

* Strategic and planning skills (ability to develop strategy and plan)

* Strong execution skills to deliver on growth targets

* Builds high performing workforce by identifying and promoting talent, hiring high performers

* Ability for systematic and rational analysis to identify the root cause of problems

Customer Orientation

* Focuses on the customer’s expectations and strategy and adapts approach accordingly

* Follows and acts on market trends and industry developments

Personal Excellence

* Takes ownership of managing the account (performance, financials, operational excellence)

* Good communication, presentation, negotiation and interpersonal skills

Educational background / Work experience

* Degree in Business administration, economics, marketing or logistics preferred

* Minimum 5 years in a Regional or Global Key Account role

* 10 years of work experience (minimum)

Language skills

* Fluency in English mandatory (written and spoken)

* Conversational in languages relevant for the assigned accounts

* Other languages (written and spoken) are a plus

Computer Literacy

* Good knowledge of Microsoft® Office Software (Excel®, Word, PowerPoint and others)

* Good knowledge of Customer Relationship Management (CRM) tools

* Good knowledge of SAP®, or similar systems, for reporting and analysis