Global Customer Experience Leader for Strategic Accounts

Ait-Worldwide-Logistics; Amsterdam; On-site; EUR 90,000 - 130,000; Full time

Benefits offered by this job

27.5 holiday days per year?

Pension plan

Online learning library

Employee support programs

Volunteer hours

Discounts through Deel

Job summary

AIT Worldwide Logistics in Amsterdam seeks a Global Customer Experience Manager II to lead complex global key accounts, aligning requirements with performance, governance, and strategic direction.

You will collaborate with Operations, Sales, and Analytics, develop SOPs, analyze KPI trends, and deliver MBRS/QBRs using Power BI; manage budgets, pricing, and cross-functional escalations in a fast-paced global setting.

Qualifications

• 5–7 years in freight forwarding, account management or supply chain with 3–5 years customer-facing role.
• Advanced understanding of air/ocean imports/exports and global operations.
• Strong data extraction and presentation in MS Office and BI tools.

Responsibilities

• Provide leadership for complex global key accounts and serve as the senior escalation point.
• Develop and maintain customer SOPs with Operations, Sales and Analytics teams.
• Analyze KPIs, risks and opportunities and prepare tailored reports for stakeholders.
• Lead MBRS/QBRs using Power BI dashboards and cross-functional collaboration.
• Oversee budgets, pricing requests, and A/R considerations with Pricing & Procurement.
• Coordinate between customers, Operations, and EDI/IT for system integrations and compliance.
• Collaborate to manage escalations and drive corrective actions while ensuring continuity.
• Create and manage custom CargoWise reports and automate data retrieval where possible.
• Execute Dangerous Goods shipments in compliance with regulations as applicable.

Skills

Freight forwarding

Account management

Customer-facing

Supply chain

Analytical skills

Data presentation

EDI standards

Power BI

Excel

CargoWise

MS Office

AS/400

Six Sigma

Education

Six Sigma Green Belt

CargoWise & AS/400 certification

Tools

Power BI

CargoWise

AS/400

MS Office

Excel

Job description

AIT Worldwide Logistics in Amsterdam seeks a Global Customer Experience Manager II to lead complex global key accounts, aligning requirements with performance, governance, and strategic direction.

You will collaborate with Operations, Sales, and Analytics, develop SOPs, analyze KPI trends, and deliver MBRS/QBRs using Power BI; manage budgets, pricing, and cross-functional escalations in a fast-paced global setting.