Purpose of the Job

This role plays a pivotal role in the growth and sustainability of Aramex's client relationships by managing the needs of key accounts and aligning them with the company's strategic objectives. This position involves a comprehensive understanding of client operations, enabling the development of customized logistics and supply chain solutions that address specific challenges and opportunities within their businesses.

Job Description

Strategic Account Management

• Develop and execute strategic account plans for all assigned key customers.
• Build and maintain strong relationships with decision-makers and key stakeholders at all levels within customer organisations.
• Act as the primary commercial contact for allocated strategic and enterprise accounts.
• Drive customer retention through proactive account management and exceptional service delivery.
• Manage contract renewals, commercial negotiations, and pricing reviews to maximise profitability and customer satisfaction.

Revenue Growth & Business Development

• Identify and deliver organic growth opportunities within existing accounts.
• Cross-sell and upsell the company's full service portfolio where appropriate.
• Develop account-specific growth strategies aligned to customer needs and operational capability.
• Prospect and develop new strategic opportunities within target sectors and major enterprise customers.
• Achieve individual revenue, margin, and growth targets in line with business objectives.

Customer Relationship Management

• Lead the development of strong commercial partnerships and become a trusted advisor to customers.
• Conduct regular customer reviews, ensuring service performance, customer objectives, and growth opportunities are discussed and actioned.
• Build and lead Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs).
• Ensure customer satisfaction levels remain high and support the resolution of any commercial or service-related issues.

Commercial & Market Intelligence

• Monitor customer activity, competitor movements, market trends, and industry developments.
• Provide regular feedback and recommendations to the Head of Commercial regarding emerging opportunities and market conditions.
• Support tender submissions, contract negotiations, and commercial proposals.
• Contribute to the development and execution of the wider commercial strategy.

Internal Collaboration

• Work closely with Operations, Customer Services, Finance, and Tech solutions teams to ensure customer commitments are delivered.
• Champion effective communication across the business to ensure customer expectations are clearly understood and met.
• Support the onboarding of new strategic customers and ensure a smooth transition into operational delivery.
• Mentor and support junior commercial team members where appropriate.

Performance & Reporting

• Maintain accurate and up-to-date customer records, forecasts, and activity reports within the CRM system.
• Prepare monthly performance reports and account development plans.
• Monitor account profitability and implement action plans to drive continuous improvement.
• Deliver performance against agreed commercial KPIs and objectives.

Job Requirements - Experience and Education

Essential

• Proven experience in a Key Account Management or Senior Account Management role within the logistics, transport, express parcels, courier, freight or supply chain sector.
• Demonstrable track record of growing revenue and profitability within strategic customer accounts.
• Strong commercial acumen and negotiation skills.
• Experience managing large, complex customer relationships and contractual agreements.
• Excellent business planning and account development capabilities.
• Strong analytical and problem-solving skills.
• Excellent communication, presentation, and stakeholder management skills.
• Highly proficient in Microsoft Office applications and CRM systems.
• Full UK Driving Licence.

Desirable

• Knowledge of Express, Same Day, International, Freight Forwarding or Warehousing services.
• Experience managing enterprise or multi-site customer accounts.
• Exposure to tender management and bid processes.
• Professional sales or account management qualifications.

A successful Senior Key Account Manager will deliver consistent revenue and margin growth, maintain exceptional customer retention, develop strategic relationships with key stakeholders, and position the business as a trusted logistics partner within the Express market.

Leadership Behaviors

Skills