Key Account Executive- Air Logistics

Key Account Executive- Air Logistics
Job Summary:
The Key Account Executive - Air Freight is responsible for managing and growing relationships
with the companys key clients in the air freight sector. This role involves understanding client
needs, providing tailored solutions, and ensuring the highest level of service delivery. The Key
Account Executive will work closely with internal teams to coordinate efforts that align with client
expectations, driving customer satisfaction and long-term business partnerships. The role
requires strong communication skills, a deep understanding of air freight operations, and the
ability to manage multiple accounts effectively.

Key Responsibilities:
Account Management:
• Serve as the primary point of contact for key clients in the air freight sector, managing day-
to-day communications and ensuring prompt resolution of any issues.
• Develop and maintain strong, long-term relationships with key clients, understanding
their business needs and objectives.
• Monitor and manage the performance of accounts, ensuring that service levels meet or
exceed client expectations.
Client Relationship Development:
• Identify opportunities to expand business with existing clients by understanding their
evolving needs and offering relevant air freight solutions.
• Regularly meet with clients to review their service requirements and ensure their
satisfaction with the companys offerings.
• Conduct regular business reviews with clients, providing insights and recommendations
to optimize their supply chain and logistics operations.
Sales Support:
• Collaborate with the sales team to develop proposals, presentations, and contracts that
meet client needs while aligning with company goals.
• Support the sales team in identifying and pursuing new business opportunities within the
key accounts.
• Assist in the negotiation and renewal of contracts, ensuring favourable terms for both the
client and the company.
Operational Coordination:
• Work closely with operations, customer service, and logistics teams to ensure seamless
execution of air freight services for key clients.
• Coordinate with internal departments to address and resolve any operational issues that
may impact client satisfaction.
• Ensure accurate and timely documentation and billing for services provided to key
accounts.
Reporting and Analysis:
• Prepare regular reports on account performance, client feedback, and any issues or
challenges encountered.
• Analyse account data to identify trends, risks, and opportunities for improvement.

Provide insights to management on client needs, market trends, and competitive activity.
Customer Retention and Growth:
• Implement strategies to retain key clients and reduce churn.
• Develop and execute plans to grow revenue from key accounts, including cross-selling
and up-selling additional services.

Qualifications:
Educational Background:
• Bachelors degree in business administration, Logistics, Supply Chain Management, or a
related field.
• Additional certifications in Air Freight, Logistics, or Supply Chain Management are a plus.

Experience:
• Minimum of 3-5 years of experience in account management, sales, or customer service
within the air freight, logistics, or supply chain industry.
• Proven track record of managing key accounts and driving client satisfaction.
• Experience in air freight operations or related logistics services is preferred.

Skills:
• Strong understanding of air freight services, including industry practices and regulatory
requirements.
• Excellent communication and interpersonal skills, with the ability to build strong client
relationships.
• Strong problem-solving abilities and attention to detail.
• Ability to manage multiple accounts and priorities simultaneously.
• Proficiency in CRM software and other account management tools.
• Analytical skills for reporting and performance tracking.

Key Competencies:
Client-Centric: Dedicated to understanding and meeting the needs of key clients.
Relationship Builder: Skilled at developing and maintaining strong, positive client relationships.
Detail-Oriented: Able to manage complex accounts with a high level of accuracy and attention
to detail.
Proactive: Takes initiative in identifying opportunities and addressing issues before they become problems.
Adaptable: Able to work effectively in a fast-paced, dynamic environment.

KPI
1) Revenue Growth
• Target: Increase in revenue from key accounts by a specific percentage or
amount.
• Frequency: Quarterly/Annually
• Rationale: This measures the effectiveness of the executive in growing the
business from existing clients

2) Client Retention Rate
• Target: Maintain a high client retention rate (e.g., 90% or above).
• Frequency: Annually
• Rationale: Retention rate reflects the quality of relationship management and
client satisfaction.
3) Gross Profit Margin
• Target: Maintain or improve the gross profit margin from key accounts.
• Frequency: Monthly/Quarterly
• Rationale: This KPI ensures that the business is not just growing in revenue but
also in profitability.
4) Customer Satisfaction Score (CSAT)
• Target: Achieve a customer satisfaction score of 4.5/5 or above.
• Frequency: Quarterly
• Rationale: High CSAT scores indicate that clients are happy with the services
provided, leading to better retention and potential upselling opportunities.
5) New Business from Existing Accounts
• Target: Secure a set amount of new business from existing key accounts.
• Frequency: Quarterly/Annually
• Rationale: This shows the executive's ability to deepen relationships and identify
new opportunities within existing accounts.
6) Issue Resolution Time
• Target: Resolve client issues within a set time frame (e.g., 24-48 hours). • Frequency: Ongoing
• Rationale: Fast issue resolution is crucial to maintaining client satisfaction and
trust.
7) Client Engagement
• Target: Conduct regular client meetings (e.g., quarterly business reviews) with all
key accounts.
• Frequency: Monthly/Quarterly
• Rationale: Regular engagement helps in understanding client needs and
addressing issues proactively.
KPIs 1 & 3 could be merged as 1