Careers
Key Accounts Operations Manager
About the Role
Location: Egham
About XPand:
Established in 2000, we are a privately-owned UK company with six working sites in the UK, backed up with a truly global reach. We are a young dynamic forward thinking business who really value our people, we offer a modern safe working environment that allows our team to thrive and succeed.
Our Core Values:
Empathy “We have each other’s backs. No role divides when help is needed”
Passion & Drive “We take pride in the job we do from start to finish and go that extra mile. We have unwavering determination to deliver”
Integrity “We talk to and treat others how we would expect to be treated, no matter the position within the company”
Customer Focussed “We create real value for our clients. Delighting and exceeding customer expectations”
Team “One Team, one goal”
Job Summary
This role is to effectively manage the daily running of the Key Accounts Department, including forwarding and logistical operations both in the UK and overseas, ensuring the highest levels of service are maintained.
In this engaging, varied role, you will gain invaluable experience and have the chance to expand your skill set and begin to forge a successful career you can be proud of. You will both implement and benefit from our caring, friendly culture and strong social purpose. What’s more, our recipe for success has been to invest in our staff and, as such, you can take advantage of extensive development opportunities, making this a great role now and for your future.
Key Duties and Responsibilities:
- Act as primary point of contact for Key Account customers, providing regular updates on day-to-day operations and ongoing projects.
- Ensuring that customer deadlines and agreed SLA’s are consistently met or exceeded.
- Maintain and revise Standard Operating Procedures (SOPs) for international projects.
- Oversee that data entry is completed by the team and the online portal for clients are accurate at all times.
- Commercial engagement to capitalise on revenue and gross profit opportunities as they arise.
- Conducting effective Quarterly Business Reviews (QBRs) and Monthly Business Reviews (MBRs), highlighting XPand’s service performance, continuous improvement initiatives, non-conformance management, and cost reduction programs
- Manage and maintain international rate card for forwarding and 3PL/Contract Logistics operations.
- Lead project management activities, including site visits and agent/partner visits.
- Client Liaison and escalation point for problems.
- Effectively and efficiently manage the operational team to achieve performance goals.
- Manage vendor/supplier relationships, including rate negotiations, service performance monitoring, invoice reconciliation, and posting of costs to Cargo Wise.
- Recruit, onboard, and train new team members.
- Empower, motivate, and manage team performance, fostering a culture of accountability, collaboration, and continuous improvement.
Person Specification:
- Strong organisational, planning, and execution skills, with a keen eye for detail.
- Extensive knowledge of international forwarding and contract logistics, including Customs formalities and procedures.
- Effective communicator both verbally and in writing, with a proactive and collaborative approach.
- Adaptable, resilient, and experienced in managing change, driving procedural/process enhancements.
- Strong leadership skills with the ability to motivate and develop a team.
Preferrable:
- CargoWise experience.
Key Performance Indicators:
- Customer Satisfaction.
- Staff engagement, development, and retention.
- On time, in full delivery performance.
- Branch Gross Profit growth.
- Positive feedback from co-workers, clients, and peers.
- Achievement of objectives through regular appraisals.
This job description is not exhaustive; it will be subject to periodic review and may be amended to meet the changing needs of the business.