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:
- Support regional account development
- Contribute to RFQs and global tenders
- 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
