Operational Account Manager (DHL Freight)

Operational Account Manager

As an Operational Account Manager, you are responsible for the management and further development of a portfolio of strategic customers. You act as the central link between the customer and the internal organization and ensure optimal service provision, customer satisfaction, and sustainable growth.

You combine operational insight, commercial responsibility, and strong relational skills to create value for both the customer and DHL.

Relationship Management & Customer Development

• Building and maintaining sustainable relationships at operational, tactical, and management levels
• Acting as a trusted advisor for the customer
• Organizing and leading business reviews

Customer Insight

• Developing in-depth insight into customer processes, volumes, and needs
• Proactively identifying optimizations (service, costs, processes)
• Anticipating changes in customers (growth, new markets, reorganizations)

Commercial Responsibility

• Responsible for revenue, margin, and retention of key accounts
• Managing contracts, pricing, and renegotiations
• Actively engaging in up- and cross-selling, with a focus on customer value

Stakeholder Management

• Acting as an intermediary between the customer and internal departments (operations, planning, customer service, finance)
• Ensuring alignment between expectations and delivery
• Professionally handling escalations

Service & Performance Management

• Monitoring and following up on KPIs (OTIF, damage, claims, complaints)
• Structurally solving problems and continuously improving processes
• Ensuring a high service level

Risk & Retention Management

• Timely identifying risks and customer dissatisfaction
• Drafting action plans to retain and grow customers

• Bachelor's degree or equivalent experience
• Minimum several years of experience in logistics, transport, or account management
• Strong communication and stakeholder management skills
• Commercial insight and sense of responsibility
• Analytically strong and solution-oriented
• Hands-on attitude with a focus on service and quality
• Fluent in Dutch and English
• Experience with tools such as Excel, PowerPoint, and operational systems is a plus

• A challenging role within an international logistics player
• A lot of autonomy and responsibility over your customer portfolio
• Opportunity to impact customer satisfaction and growth
• Working in a dynamic environment with strong internal collaboration
• Competitive salary and non-monetary benefits

At DHL Freight, you are part of a worldwide network with a strong local presence. You get the chance to build sustainable customer relationships and operational excellence, in an organization where collaboration and entrepreneurship are central.