Regional Operational Key Account Manager, Freight Forwarding

Wilson; Singapore; On-site; SGD 90,000 - 140,000; Full time

Job summary

Wilson is seeking a Regional Operational Key Account Manager to drive service precision and client retention across regional accounts. You will own the operational relationship with key stakeholders, lead MBRs/QBRs, and collaborate with cross-functional teams to optimize SOPs and dashboards.

Ideal candidates will have 5–8 years in international freight forwarding or 3PL, strong data analysis skills, and a track record of reducing cycle times while managing complex customs and regulatory

Qualifications

• Bachelor’s degree in Supply Chain, Logistics, Business, or related discipline.
• 5–8 years of operational KAM/CS or control-tower experience in international freight forwarding/3PL.
• Deep knowledge of air freight, ocean freight, customs clearance, and origin/destination ops.
• Advanced data analysis with Excel/Power BI/TMS to track KPIs and reports.
• Strong communications and cross-border stakeholder management.

Responsibilities

• Act as primary operational escalation point for strategic accounts with strict SLA adherence and high OTIF performance across air/ocean/cross-border services.
• Lead Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) with KPI reporting and root-cause analyses.
• Collaborate with Implementation to design and maintain SOPs and KPI dashboards across regional teams.
• Coordinate with Customer Service, Tender, Operations and Account Management to reduce bottlenecks and cycle times.
• Manage customer experience surveys and develop external scorecards to monitor satisfaction and identify improvements.
• Proactively handle supply chain disruptions and complex regulatory hurdles with rapid solutions.

Skills

Data analysis

Stakeholder management

Education

Bachelor’s degree in Supply Chain, Logistics, Business

Lean/Six Sigma or PMP certification (advantage)

Tools

Excel

Power BI

TMS reporting

Job description

Title: Regional Operational Key Account Manager, Freight Forwarding

About the role

Our client is a US-headquartered logistics leader looking for a Regional Operational Key Account Manager to drive operational precision, client retention, and continuous service delivery for their top-tier regional accounts.

Key Responsibilities

• Act as the primary operational escalation point for strategic accounts, ensuring strict SLA compliance, high OTIF (On-Time In-Full) performance, and seamless end-to-end execution across multiple services not limiting to air, ocean, or cross-border transport.
• Own the operational relationship with key client stakeholders. Lead Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) with clear KPI reporting, root-cause analyses, and action plans.
• Work with Business Implementation team to design, implement, and maintain robust SOPs and KPI dashboards across regional teams, ensuring aligned service delivery across all network nodes.
• Partner with internal Customer Service, Tender, Operations and Account Management teams to eliminate bottlenecks, reduce cycle times, and drive cost reduction initiatives.
• Coordinate customer experience surveys and develop external customer scorecards to systematically gather feedback, monitor satisfaction levels, and identify opportunities for service and process improvements.
• Proactively manage supply chain disruptions, delay escalations, and complex customs or regulatory hurdles with fast, solution-oriented resolution.

Requirements:

• Bachelor’s degree in Supply Chain, Logistics, Business, or related discipline. Professional certifications such as Lean/Six Sigma or PMP are a strong advantage.
• Minimally 5 to 8 years of operational key account management, customer success, or senior control-tower operations within international freight forwarding / 3PL.
• Deep end-to-end understanding of global air freight, ocean freight (FCL/LCL), customs clearance, and origin/destination handling operations.
• Advanced data analysis capabilities (Excel, Power BI, or TMS reporting) to track KPIs, analyze vendor performance, and build executive-ready reports.
• Good communications & stakeholder management skills—comfortable navigating complex client expectations and managing cross-border internal teams.
• Comfortable to work in a fast pace, solution -oriented environment

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