Key Accounts Champion

Express Shipping & Logistics (EA) Ltd (ESL) is a logistics and supply chain company founded in 2001, based in Mombasa, Kenya.

The Key Accounts Champion will be a crucial member of the Operations team, focusing on managing strategic client relationships. This involves anticipating customer needs, handling feedback, and keeping clients informed about shipments, services, and regulatory updates. A key aspect of the role is to ensure contracts and Service Level Agreements are current and effectively implemented, while also identifying opportunities to align ESL's services with customer requirements. The position is also responsible for driving Gross Profit growth through upselling, cross-selling, and securing new business across various services like Ships Agency, Forwarding, 3PL, Logistics, and Customs Clearance. The champion will ensure accurate and timely billing, follow up on payments, and maintain strong stakeholder relationships. Operational duties include coordinating customer needs across ESL departments, preparing performance reports, and managing a Risk & Opportunity Matrix to support seamless service delivery.

1. Build and maintain strong relationships with strategic customers, anticipating their needs.
2. Manage customer feedback, complaints, and compliments according to company standards.
3. Keep customers informed on shipments, services, regulatory requirements, and operational developments.
4. Ensure contracts and Service Level Agreements (SLAs) are current and effectively implemented.
5. Identify opportunities to align ESL’s services with customer needs.
6. Drive Gross Profit growth through upselling, cross-selling, and new business opportunities.
7. Identify opportunities across Ships Agency, Forwarding, 3PL, Logistics, Customs Clearance, and related services.
8. Ensure timely and accurate customer billing and follow up on outstanding payments.
9. Maintain effective stakeholder relationships and an up-to-date stakeholder action plan.
10. Coordinate transport-related documentation, including interchanges and container deposits.
11. Monitor guarantee validations and follow up on outstanding equipment-related guarantees.
12. Coordinate customer requirements across relevant ESL departments.
13. Prepare regular customer and portfolio performance reports.
14. Maintain an up-to-date Risk & Opportunity Matrix.
15. Support seamless delivery of customer requirements across ESL’s service lines.
16. Undertake any other duties assigned by Management.

1. Bachelor’s degree in Business, Logistics, Supply Chain, Transport, or a related field.
2. Proven experience in Key Account Management, Logistics, Freight Forwarding, Shipping, or related operations.
3. 2 – 3 years’ work experience in Sales, Customer Relations, or Operations.
4. Minimum KRATI certification in EACFFPC or CCFL or equivalent.
5. Strong customer relationship and stakeholder management skills.
6. Commercially minded with a demonstrated ability to identify business and revenue opportunities.
7. Strong understanding of logistics and shipping operations.
8. Excellent communication, negotiation, and problem-solving skills.
9. Strong analytical, reporting, and organizational abilities.
10. Ability to work under pressure and deliver within strict timelines.
11. Customer-centric, commercially astute, proactive, and operationally hands-on.
12. Ability to understand customer’s business, coordinate internally, and translate relationships into sustainable business growth.