Sea Logistics Operational Key Account Manager - Program Manager

It's more than a job

As a member of the Freight Forwarding team Kuehne+Nagel, you will play a key role in transporting goods, optimising processes, and fulfilling our customers' promises. And by transporting medicines, toys and important machine parts, you are not only delivering goods, you are making small and big moments possible for people all around the world. At Kuehne+Nagel, our contribution counts in more ways than we imagine.

It's more than a job

As a member of the Freight Forwarding team Kuehne+Nagel, you will play a key role in transporting goods, optimising processes, and fulfilling our customers' promises. And by transporting medicines, toys and important machine parts, you are not only delivering goods, you are making small and big moments possible for people all around the world. At Kuehne+Nagel, our contribution counts in more ways than we imagine.

At Kuehne+Nagel, we are looking for a customer-focused and results-driven Operational Key Account Manager to manage operational engagement for a portfolio of strategic Sea Logistics customers. In this role, you will serve as the primary link between customers, commercial teams, and operational stakeholders, ensuring service excellence, continuous improvement, and successful delivery of customer commitments.

You will play a critical role in strengthening customer relationships, driving operational performance, implementing customer-specific solutions, and supporting business growth through exceptional service delivery and operational expertise.

How you create impact

• Serve as the primary operational point of contact for assigned key customers.
• Build and maintain strong customer relationships through regular communication and engagement.
• Understand customer requirements and translate them into effective operational solutions.
• Ensure customer expectations and service commitments are consistently met.
• Act as an escalation point for operational issues and coordinate timely resolution across internal teams.
• Support business growth by acting as a subject matter expert on operational processes and service capabilities.
• Lead operational onboarding and implementation activities for new business, strategic initiatives, and customer projects.
• Collaborate closely with Global Key Account Managers (GKAMs), Customer Care teams, and operational stakeholders to ensure seamless service delivery.
• Identify operational risks and develop mitigation plans to protect customer performance and satisfaction.
• Communicate customer requirements effectively across the Kuehne+Nagel operational network.
• Create, maintain, and support operational documentation, including Methods of Procedure (MOPs) and Standard Operating Procedures (SOPs).
• Define, negotiate, and monitor customer-specific Key Performance Indicators (KPIs) in partnership with commercial and operational stakeholders.
• Analyze operational performance data, identify root causes of service deviations, and implement corrective actions.
• Develop customer performance reports and present operational insights during business reviews.
• Drive continuous improvement initiatives and identify opportunities for process optimization and automation.

• Bachelor's degree in Supply Chain Management, Logistics, Business Administration, or a related field, or equivalent professional experience.
• Experience in Sea Logistics, freight forwarding, supply chain management, customer operations, or key account management.
• Strong understanding of international logistics operations and customer service processes.
• Demonstrated ability to manage complex customer relationships and coordinate cross-functional stakeholders.
• Experience implementing customer solutions, operational projects, and process improvement initiatives.
• Strong analytical skills with the ability to interpret KPIs, identify trends, and drive performance improvements.
• Excellent communication and presentation skills with the ability to engage customers and internal stakeholders at multiple levels.
• Strong problem-solving, negotiation, and conflict-resolution skills.
• Customer-centric mindset with a commitment to operational excellence and continuous improvement.