About the role

The Operational Key Account Manager serves as the primary operational point of contact for assigned customers within APAC. This role is responsible for managing customer relationships, support spot quote submission and translating operational requirements into execution, driving service excellence, and supporting continuous improvement initiatives in partnership with internal DP World teams.

Key Accountabilities

Build and maintain trusted relationships with customers in APAC, serving as the primary adhoc projects/spot quotes & operational contact and escalation point.
Clarify, negotiate, and formalize customer operational requirements and service expectations.
Design and implement customer‑specific operational solutions to drive satisfaction, loyalty, and cost optimization.
Serve as subject matter expert on DP World services, supporting new business opportunities and customer growth.
Lead onboarding and implementation of new business, joint initiatives, and customer‑driven projects.
Represent customer needs internally across DP World operations, ensuring accurate execution and alignment.
Develop, maintain, and ensure adherence to SOPs; manage operational escalations and address compliance gaps.
Support Request for Quotations, spot rate requests, and rate card maintenance in partnership with Key Account Management.
Maintain accurate customer setup in operational systems, including Electronic Data Interchange (EDI) automation, alerts, and master data.
Monitor billing, visibility, and internal compliance to address account receivables and service issues.
Define and formalize Key Performance Indicators (KPIs) with customers and internal stakeholders.
Develop, analyze, and present KPI reporting and operational performance data at agreed intervals.
Identify root causes of performance gaps and drive corrective actions with local and regional operations.
Lead continuous improvement initiatives in collaboration with business units.
Prepare and present operational performance, KPI results, and improvement initiatives during customer business reviews at country, regional, and global levels.
Partner with Global and Regional Key Account Managers in preparation of customer presentations and materials.

Qualities, Skills and Experience

5 + years of experience in sea and air freight forwarding.
Strong knowledge of import/export forwarding operations, systems, processes, and security requirements.
Proven experience in customer relationship management within complex, multinational environments.
Ability to influence internal teams through leadership, collaboration, and trust.
Strong analytical skills with a proactive, improvement‑driven mindset.
Experience onboarding new business using structured implementation best practices.
Ability to drive customer compliance through effective communication of international trade regulations.
Advanced proficiency in Microsoft Excel, PowerPoint, Word
Incorporate the use of Artificial Intelligence (AI)

Equal Employment Opportunity (EEO)

DP World is committed to the principles of Equal Employment Opportunity (EEO). We strongly believe that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We welcome applications from all members of society irrespective of gender, disability, race, religion or belief.

By submitting your resume and application information, you authorize DP World to transmit and store your information in the world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualification for this or other job vacancies.

About DP World

DP World is reshaping the future of global trade to improve lives everywhere. Operating across six continents with a team of over 115,000 employees, we combine global infrastructure and local expertise to deliver seamless supply chain solutions. From Ports and Terminals to Marine Services, Logistics and Technology, we leverage innovation to create better ways to trade, minimising disruptions from the factory floor to the customer's door.

In Asia Pacific, DP World employs over 15,000 people across 22 geographies. We operate 17 ports and terminals, complemented by a comprehensive suite of end-to-end supply chain solutions - to connect the region to the rest of the world.

WE MAKE TRADE FLOW

Disclaimer:

There may be fraudulent job offers and recruitment schemes on social media and job boards or communicated by unsolicited emails. DP World will never request any payment or sensitive financial information from job applicants. To explore genuine career opportunities with DP World, please apply only through our official careers page or trusted platforms like LinkedIn, where we are a verified employer.

Operational Key Account Manager

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