Key Accounts Champion

We are looking for a proactive, customer-focused and commercially driven Key Accounts Champion to join our Operations team. The Key Accounts Champion will be the primary point of contact for designated strategic clients, responsible for building strong customer relationships, ensuring service excellence, identifying business opportunities and driving Growth within the assigned portfolio. The position is based in Mombasa.

DUTIES & RESPONSIBILITIES

Customer & Account Management:

• Build and maintain strong relationships with strategic customers and anticipate their needs.
• Manage customer feedback, complaints and compliments in line with company standards.
• Keep customers informed on shipments, services, regulatory requirements and operational developments.
• Ensure contracts and SLAs are current and effectively implemented.
• Identify opportunities to align ESL’s services with customer needs.

Commercial & GP Growth:

• Drive Gross Profit growth through upselling, cross-selling and new business opportunities.
• Identify opportunities across Ships Agency, Forwarding, 3PL, Logistics, Customs Clearance and related services.
• Ensure timely and accurate customer billing and follow up on outstanding payments.

Stakeholder & Transport Management:

• Maintain effective stakeholder relationships and an up-to-date stakeholder action plan.
• Coordinate transport-related documentation, including interchanges and container deposits.
• Monitor guarantee validations and follow up on outstanding equipment-related guarantees.

Operations & Reporting:

• Coordinate customer requirements across relevant ESL departments.
• Prepare regular customer and portfolio performance reports.
• Maintain an up-to-date Risk & Opportunity Matrix.
• Support seamless delivery of customer requirements across ESL’s service lines.
• Undertake any other duties assigned by Management.

QUALIFICATIONS:

• Bachelor’s degree in business, Logistics, Supply Chain, Transport, or a related field.
• Proven experience in Key Account Management, Logistics, Freight Forwarding, Shipping or related operations.
• 2 – 3 years’ work experience in Sales/ Customer Relations or Operations
• Minimum KRATI certification in EACFFPC or CCFL or it equivalent
• Strong customer relationship and stakeholder management skills.
• Commercially minded with a demonstrated ability to identify business and revenue opportunities.
• Strong understanding of logistics and shipping operations.
• Excellent communication, negotiation and problem-solving skills.
• Strong analytical, reporting and organizational abilities.
• Ability to work under pressure and deliver within strict timelines.

COMPETENCIES AND SKILLS:

• We are looking for someone who is customer-centric, commercially astute, proactive and operationally hands-on—someone who can understand the customer’s business, coordinate internally and turn customer relationships into sustainable business growth.
• If you are ready to take ownership of strategic accounts and make a measurable impact, we would like to hear from you.