Key Account Manager

Key Account Manager

Location: New Jersey, USA

Line Management Responsibility: n/a

Reports to: Business Directors – UK and USA

Regular Relationships: Across all departments and stakeholders

Powered by industry-leading Metro technology, Metro deliver import/export air, ocean and road freight forwarding, supply chain management, logistics and specialised services in retail, manufacturing and chemicals.

Role Summary

The Key Account Manager (KAM) will be responsible for the retention, development, and growth of Metro’s existing customer base within the US market, focusing on enhancing the share of wallet and deepening strategic partnerships. The role will report into business leaders requiring strong cultural awareness, proactive and transparent communication, and consistent collaboration across time zones and global teams.

Main Responsibilities

• Develop and expand existing relationships with assigned customers and their respective divisions/group companies

• Champion the customer within Metro and Metro within the customer

• Ensure that the customers’ needs and expectations are managed and resulting actions are expedited

• Lead and facilitate regular customer review meetings (MBR / QBR etc) ensuring agendas and outcomes are aligned to strategic goals

• Provide ongoing scheduled KPI reviews and sharing of market intelligence

• Ensure inclusion in all relevant RFI/RFQ opportunities

• Own the RFI/RFQ process working closely with all stakeholders ensuring full- and on-time submission

• Troubleshoot and resolve customer issue/complaints including future corrective action

• Develop and maintain account plans identifying current share of business and additional opportunities

• Identify system integration opportunities in conjunction with Customer Solutions

• Promote and upsell Metro and wider Group products and services (e.g. MVT, Eco)

• Work closely with all stakeholders both internally and externally to ensure opportunities are realised

• Assist in the credit control and account reconciliation function

• Support marketing campaigns and customer entertainment

• Lead onboarding of new/additional business supported by the wider Metro team

• Work as part of the team, sharing knowledge and experience proactively

• Listen for opportunities and ensure they are acted on and subsequently delivered

Goals

• Plan and attend regular customer meetings each month with pre-circulated agenda and set objectives

• Ensure all customer meetings/reviews are followed up immediately with meeting notes and actions circulated to the customer and internal stakeholders

• Maintain full CRM system updates with key information, meetings and opportunities

• Plan regular review meetings (MBR, QBR etc) including relevant internal stakeholders

• Plan annual strategic review meeting with Board sponsorship and attendance

• Grow GP across total customer portfolio in line with company targets

• Support the achievement of wider company KPIs and performance objectives

• Achieve higher revenue streams through upselling and consultation with clients of 20% per annum on client turnover

What We’re Looking For

Industry Knowledge:

▪ Minimum 5 years of experience in freight forwarding, logistics, or supply chain management.

▪ Solid understanding of multi-modal operations (air, ocean, and road freight).

▪ Familiarity with international trade and regulatory requirements, particularly between the US, UK and Europe, and Asia.

Account Management Expertise:

▪ Proven success in managing and growing key accounts - ideally in a global or cross-border context.

▪ Strong track record in retention, upselling, and expanding wallet share within existing accounts.

▪ Experience with structured account planning, MBRs/QBRs, and developing long-term customer

relationships.

Communication & Collaboration:

▪ Excellent interpersonal and communication skills, with a clear, confident, and culturally aware

communication style.

▪ Able to build relationships with both customers and internal stakeholders across different countries and time zones.

▪ Demonstrated ability to translate customer needs into action internally.

▪ Willingness to travel internationally and within the USA on a very regular basis as a major factor within the role.

Systems & Commercial Awareness:

▪ Comfortable working with CRM systems (e.g. Salesforce, HubSpot) and reporting tools to track

performance and pipeline.

▪ Commercially astute, able to analyse account profitability, identify opportunities, and work cross functionally to deliver growth.

▪ Experience managing RFI/RFQ processes and coordinating with internal departments for timely,

competitive submissions.

▪ Ability and desire to understand full group services and solutions and translate these into real

opportunities that have been identified.

▪ A proactive consultative sales approach based on knowledge and solutions to specific requirements and expectation that have been discussed and identified with clients

Personal Qualities & Mindset:

▪ Naturally customer-focused, proactive, and solution-oriented.

▪ Strong project management skills and the ability to work independently.

▪ Culturally sensitive and adaptable, with experience working in international or matrixed organizations.

▪ Professional, credible, and able to represent the Metro brand with confidence and integrity.

What’s in it for you?

A satisfying career path as part of a senior team in a rapidly expanding logistics business with aspirations to further develop and grow our USA market share and global footprint. Reward based role that reflects achievement and contribution across the global network