Operations Key Account Manager

Crane Worldwide Logistics; Hounslow; On-site; GBP 55,000 - 70,000; Full time

Job summary

Crane Worldwide Logistics is seeking an Operations Key Account Manager to manage strategic customer relationships and ensure operational excellence across our service portfolio. You will act as the primary operational contact, drive customer retention, and identify opportunities for account growth.

You will coordinate across Air, Ocean, Road Freight, Customs, Warehousing, and Project Logistics, leading improvements, monitoring KPIs, and ensuring SOPs are followed across a global network.

Qualifications

• 5+ years' experience in freight forwarding, logistics, transportation, supply chain, or account management.
• Proven experience managing strategic customer accounts.
• Strong Excel, PowerPoint, and reporting skills.
• Knowledge of customs and international trade compliance.

Responsibilities

• Manage day-to-day operational relationships for strategic and key accounts.
• Build strong relationships with customer stakeholders and act as a trusted logistics advisor.
• Lead QBRs, performance reviews, and regular customer meetings.
• Monitor KPIs, SLAs, service quality, delivery performance, and customer satisfaction.
• Coordinate global operations and ensure customer SOPs and requirements are consistently followed.
• Manage escalations, service failures, root-cause analysis, and corrective actions.
• Drive continuous improvement, process efficiency, and cost-saving initiatives.
• Support new business implementation, onboarding, and major logistics projects.
• Prepare and present performance reports, identifying trends, risks, and improvement opportunities.
• Monitor account profitability, revenue, margins, invoicing, and aged debt.
• Identify cross-selling, account expansion, and new business opportunities in partnership with commercial teams.

Tools

Excel

PowerPoint

Job description

At Crane Worldwide Logistics, our people are at the heart of what we do. We offer a collaborative, entrepreneurial environment where your ideas are valued and your career can grow.

As a full-service global freight forwarder and contract logistics provider, we help our clients manage the warehouse and transportation needs of their supply chain so you can focus on their business.

Role Overview

The Operations Key Account Manager is responsible for managing and developing strategic customer relationships while ensuring operational excellence across Crane Worldwide Logistics' service portfolio. Acting as the primary operational contact, the role ensures agreed service levels are achieved, customer expectations are exceeded, issues are resolved effectively, and opportunities for account growth are identified.

The role coordinates across Air, Ocean, Road Freight, Customs, Warehousing, Project Logistics, White Glove Services, and Logistics Engineering.

The Operations Key Account Manager is accountable for customer retention, operational performance, service quality, continuous improvement initiatives, escalation management, and revenue growth within their assigned portfolio of strategic accounts.

Key Responsibilities

• Manage day-to-day operational relationships for strategic and key accounts.


• Build strong relationships with customer stakeholders and act as a trusted logistics advisor.


• Lead QBRs, performance reviews, and regular customer meetings.


• Monitor KPIs, SLAs, service quality, delivery performance, and customer satisfaction.


• Coordinate global operations and ensure customer SOPs and requirements are consistently followed.


• Manage escalations, service failures, root-cause analysis, and corrective actions.


• Drive continuous improvement, process efficiency, and cost-saving initiatives.


• Support new business implementation, onboarding, and major logistics projects.


• Prepare and present performance reports, identifying trends, risks, and improvement opportunities.


• Monitor account profitability, revenue, margins, invoicing, and aged debt.


• Identify cross-selling, account expansion, and new business opportunities in partnership with commercial teams.


• Ensure compliance with company policies, customs, trade, transport, health and safety, and customer-specific requirements.

Key Performance Areas

Performance will be measured across:

• Customer: Retention, satisfaction, NPS, complaint reduction.


• Operations: On-time pickup/delivery, SLA compliance, customs compliance, visibility, corrective action closure.


• Financial: Revenue and gross profit growth, margin performance, invoice accuracy, aged debt.


• Growth: Account expansion, cross-selling, new business, and pipeline development.


• Continuous Improvement: Cost savings, process improvements, and operational efficiencies.


• Strategic and key account management


• Freight forwarding and international logistics


• Supply chain and operational management


• Customer relationship management


• Financial and commercial acumen


• Data analysis and reporting


• Project management and process improvement


• Negotiation, influencing, and communication


• Problem solving and root-cause analysis


• Risk and change management


• Cross-functional leadership and collaboration


• Advanced Microsoft Office skills, particularly Excel and PowerPoint

Qualifications & Experience

• Minimum 5 years' experience in freight forwarding, logistics, transportation, supply chain, or account management.


• Proven experience managing strategic customer accounts.


• Strong understanding of international logistics operations.


• Strong Excel, PowerPoint, and reporting skills.

Preferred:

• Bachelor's degree in Logistics, Supply Chain, Business, or a related field.


• Experience managing multinational or global accounts.


• Knowledge of customs and international trade compliance.

Recruitment Agency Policy

At Crane Worldwide Logistics we manage all hiring directly and do not accept unsolicited CVs or candidate profiles from recruitment agencies or search firms. Agencies must not contact our employees or managers directly with candidate details.

Where recruitment support is required, we will engage trusted partners through a formal written agreement. We will not be liable for be liable for any associated placement fees for any CVs received without such an agreement.

We appreciate your cooperation in respecting this policy.