Regional Freight Ops & Account Leader

DP World; Stockholms kommun; On-site; SEK 900,000 - 1,200,000; Full time

Job summary

DP World seeks a Manager, Regional Operations Account Management to translate commercial commitments into consistent service delivery across Europe and modes. This role bridges commercial, operational, and shared service teams to ensure end-to-end operational excellence.

The position requires 8–10 years in Freight Forwarding or Logistics Operations, including customer-facing experience, and a strong grasp of KPIs, SOPs, and data-driven performance management.

Qualifications

• Bachelor’s degree in Logistics, Supply Chain Management, Business Administration, or a related field.
• 8–10 years of experience in Freight Forwarding or Logistics Operations, including 3–5 years in a customer-facing or key account operational management role.
• Proven experience managing large, multinational customers with complex operational setups across multiple modes (Air, Ocean, Road).
• Demonstrated ability to lead service delivery, performance governance, and escalation management in an international matrix environment.
• Solid understanding of end-to-end freight operations, systems (TMS/ERP/CRM), and KPI frameworks.
• Experience working with Shared Service Centres or offshore teams (e.g., GSC) and integrating their output into customer delivery.
• Exposure to automation, digitalisation, and reporting tools (e.g., Power BI, Tableau, Excel advanced) is advantageous.

Responsibilities

• Take full operational ownership of assigned strategic freight customers across Europe, ensuring consistent and reliable service delivery across all modes (Air, Ocean).
• Oversee adherence to customer SOPs, SLAs, and contractual KPIs, ensuring operational standards are met by all involved branches and shared service teams.
• Anticipate potential service risks and implement corrective actions proactively to protect customer satisfaction and business continuity.
• Lead structured business reviews (monthly/quarterly) with KAMs, customers, and internal stakeholders to evaluate performance, improvement progress, and escalation resolution.
• Monitor and analyse operational performance data, identifying root causes and trends across countries or functions.
• Drive accountability for KPI achievement within branch and GSC teams, ensuring all operational metrics are tracked and acted upon.
• Maintain and update customer performance dashboards, escalation logs, and improvement trackers in coordination with BI and Process Excellence teams.
• Facilitate internal governance forums to ensure issues are addressed, improvements are implemented, and lessons learned are shared across accounts.
• Serve as the primary operational point of contact for key customers, representing DP World in all service-related discussions and escalation reviews.
• Partner closely with KAMs to align commercial expectations with operational capabilities, jointly managing account health and customer experience.
• Coordinate with Customer Service, Branch Operations, and Shared Service Centres (GSC) to ensure seamless end-to-end service execution.
• Act as a bridge between the customer, local operations, and central functions, ensuring transparency, accountability, and responsiveness.
• Identify and implement process improvement and efficiency initiatives at account level, leveraging Lean and OPSX governance frameworks.
• Share and adopt best practices across accounts and countries to drive standardisation, scalability, and process consistency.
• Support the rollout of digital tools, automation, and data-driven processes in coordination with OpsX Process Excellence and BI teams.
• Contribute to service playbooks, training content, and SOP updates for key accounts.
• Lead the coordination and communication of escalations, ensuring timely resolution and effective stakeholder alignment.
• Develop and execute corrective action plans, track progress, and verify results before closure.
• Maintain structured escalation records and ensure high service recovery standards are applied consistently.
• Support onboarding, training, and development of branch and shared service staff handling strategic accounts.
• Mentor junior Operations Account Managers and act as subject matter expert in customer governance and operational performance management.
• Promote a culture of operational discipline, customer focus, and collaboration across the European Freight network.

Skills

Cross-functional collaboration

Customer governance

Operational leadership

Data analysis

Education

Bachelor’s degree in Logistics

Tools

Power BI

Tableau

Excel advanced

Job description

DP World seeks a Manager, Regional Operations Account Management to translate commercial commitments into consistent service delivery across Europe and modes. This role bridges commercial, operational, and shared service teams to ensure end-to-end operational excellence.

The position requires 8–10 years in Freight Forwarding or Logistics Operations, including customer-facing experience, and a strong grasp of KPIs, SOPs, and data-driven performance management.