Regional Key Account Controller

We are looking for a Regional Key Account Controller to act as the operational control tower and single point of contact (SPoC) for strategic key accounts across East Asia & Oceania.

This role bridges commercial commitments and operational execution, ensuring that customer expectations are consistently delivered through strong coordination across countries, functions, and transport modes.

Main Responsibilities/Tasks:

1. Operational Ownership & Service Delivery

• Act as the primary operational lead (SPoC) for assigned regional key accounts
• Ensure execution of customer SOPs, SLAs, and contractual KPIs across all involved branches
• Oversee end-to-end shipment visibility, data accuracy, and milestone tracking within TMS systems
• Coordinate booking, forecasting, and operational planning with internal teams and external partners
• Proactively identify risks and implement corrective and preventive actions

2. Performance Management & Governance

• Monitor and analyze operational KPIs and service performance across countries and functions
• Prepare and lead business review meetings, including performance dashboards and insights
• Drive accountability across operations teams to meet agreed service levels
• Maintain reporting structures, escalation logs, and performance trackers

3. Customer & Stakeholder Management

• Serve as the main operational contact for customers, managing service-related communication and escalations
• Partner closely with Global/Regional Key Account Managers (GAM/RAM) to align operational delivery with commercial strategy
• Coordinate with Customer Service and Operations teams to ensure seamless execution
• Build strong relationships with customers through proactive communication and transparency

4. Implementation & Process Excellence

• Lead and coordinate new customer onboarding and implementation, including SOPs, KPIs, and operational frameworks
• Ensure alignment of system integration and reporting requirements
• Standardize and maintain SOP/IOP/WI documentation and training across involved countries
• Identify process gaps and drive continuous improvement initiatives and cost efficiencies

5. Escalation & Issue Management

• Act as regional escalation point for operational issues and exceptions
• Conduct root cause analysis and implement sustainable solutions
• Ensure timely resolution of claims, backlog issues, and service disruptions

6. Growth & Account Development

• Support identification of growth opportunities within key accounts (cross-sell / upsell)
• Collaborate with commercial teams on strategic trade lanes and service expansion
• Contribute to improving share of wallet and long-term customer retention

Qualifications:

• Minimum 5 years’ experience in logistics, freight forwarding, or supply chain operations
• Exposure to key account management or regional coordination roles
• Good understanding of end-to-end logistics processes
• Strong communication and stakeholder management skills
• Ability to work independently and handle multiple priorities
• Experience with Excel and operational systems (TMS) is a plus
• Bachelor’s degree or equivalent experience
• Fluent in English and any additional Asian languages would be a plus