Key Account Manager

We are currently seeking a Key Account Manager to join DHL eCommerce Malaysia!

The Key Account Manager is responsible for driving profitable revenue growth across designated key accounts and strategic partners by positioning DHL as a trusted, long-term logistics partner. The role focuses on business development, strategic account growth, and cross-functional execution, aligned with country, regional, and global objectives.

Essential Duties and Responsibilities

Customer & Relationship Management

· Develop, maintain, and strengthen multi-tier relationships, including executive-level stakeholders, across key accounts and partners

· Build trusted, long-term partnerships by consistently delivering value and service excellence

· Maintain strong engagement with key customers to ensure retention, growth, and customer satisfaction

· Represent the voice of the customer internally to ensure alignment of solutions and service delivery

Business Development & Sales Execution

· Proactively develop business contacts, build strong prospect pipelines, and execute structured conversion plans

· Clearly define, track, and deliver sales targets and KPIs, ensuring alignment with country and regional plans

· Identify and secure new business opportunities within existing accounts and new prospects

· Expand DHL’s footprint across multiple industry segments to diversify revenue streams

· Drive account penetration strategies and develop plans to protect against competitor entry

· Stay current on market trends in B2B and B2C last-mile delivery in Malaysia

· Identify evolving customer expectations, industry shifts, and competitive dynamics

· Build targeted plans to capture high-growth segments and emerging opportunities

Cross Functional, Regional & Global Alignment

· Work cross-functionally with: Operations, Customer service, Pricing, Product teams

· Continuously improve customer experience and service delivery

· Ensure seamless execution of solutions that build long-term customer trust and loyalty

· Collaborate closely with regional and global sales leadership to:

o Support regional account development

o Contribute to RFQs and global tenders

o Win and land regional/global contracts for Malaysia

· Align local execution with regional strategies and global account frameworks

· Contribute country insights to regional account planning and strategy development

Profitability & Commercial Discipline

· Implement structured pricing and margin management frameworks

· Ensure compliance with profitability guidelines and discount policies

· Drive regular pricing reviews to improve account margins

· Ensure all commercial agreements are financially viable and aligned with business targets

Reporting & Performance Management

· Provide regular, accurate reporting on revenue performance, sales activities and pipeline health

· Track and monitor sales deliverables and conversion effectiveness

· Use data insights to refine strategies and improve performance

Desired Skills / Qualifications

· 5 years corporate consultative / solution based sales experience in a service-related industry, preferably in logistics or service industry

· Experience in managing and developing large & complex accounts

· Experience working within regional/global account structures is an advantage

Key Competencies

· Strategic thinking and market insight

· Strong commercial acumen and negotiation skills

· Stakeholder management and influencing capability

· Customer-centric mindset

Minimum Educational Qualification

· Degree in Business, Logistic, Supply Chain or related discipline