Key Skills

Job Description

The Key Accounts Manager is responsible for protecting, developing, and growing Dragonfly Netherlands’ strategic relationships with key accounts through strong stakeholder management, disciplined account governance, and commercially sustainable solutions. The role owns the key accounts plan and acts as the primary commercial point of coordination between key accounts and Dragonfly. The Key Accounts Manager identifies growth opportunities, leads commercial discussions, supports contract and pricing negotiations, and ensures that customer commitments are aligned with Dragonfly’s operational capabilities and profitability requirements. The role works closely with the Sales Manager, Operations, Finance, IT, Product, and Customer Service to deliver agreed commitments, resolve escalations, and maintain a consistent Dragonfly position across all key account stakeholders. Key Responsibilities 1. Account Strategy and Growth Develop and execute the key accounts plan in line with Dragonfly Netherlands’ commercial strategy. Identify and progress opportunities to expand volume, geographic coverage, service scope, and share of wallet. Maintain a clear view of account priorities, growth opportunities, risks, and required actions. 2. Stakeholder and Relationship Management Build strong relationships with key account stakeholders across commercial, operational, and leadership levels. Maintain an up-to-date stakeholder map and ensure Dragonfly communicates with one clear and coordinated voice. Lead regular customer governance, business reviews, and strategic discussions. 3. Commercial Management Lead commercial proposals, pricing discussions, renewals, and negotiations for the key accounts portfolio. Ensure proposals are supported by clear volume assumptions, financial analysis, operational validation, and risk assessment. Monitor account revenue, volume, gross margin, contractual obligations, and overall profitability. 4. Cross-Functional Coordination Coordinate Operations, Finance, IT, Product, and Customer Service around key account priorities and commitments. Ensure clear ownership, realistic implementation plans, and effective handovers for launches and service changes. Resolve or escalate conflicts between customer expectations, operational feasibility, and financial requirements. 5. Account Governance and Execution Maintain account plans, governance calendars, action logs, contract trackers, and demand visibility. Follow up on customer and internal actions to ensure timely delivery of agreed commitments. Provide accurate reporting, forecasts, and updates on account performance, issues, and opportunities. 6. Client Quality, Network and Capacity Management Act as the main point of contact for clients on service quality, network design, and capacity-management topics. Coordinate with Operations to align client forecasts, capacity requirements, network changes, and readiness for Peak or major volume events. Provide clients with clear performance updates, manage expectations, and ensure quality, network, and capacity risks have documented action and communication plans. 7. Service Performance and Escalations Monitor service performance and coordinate the resolution of material customer issues and escalations. Ensure critical issues have clear ownership, action plans, communication routines, and escalation paths. Translate recurring customer feedback and service issues into improvement priorities. 8. Contract and Risk Management Maintain visibility of contractual requirements, commercial commitments, renewal dates, and account dependencies. Identify commercial, operational, service, and profitability risks and establish mitigation plans. Ensure significant commitments are documented and approved before being communicated to key accounts. 9. Commercial Excellence Maintain accurate CRM records, forecasts, account documentation, and commercial reporting. Apply consistent account-management, pricing, governance, and opportunity-management processes. Share customer insight and lessons learned to improve Dragonfly’s commercial and operational capabilities. Experience and Qualifications Significant experience in strategic account management, key account management, commercial management, or business development. Demonstrated success managing a large, complex, and operationally demanding customer relationship. Strong experience in commercial negotiations, pricing, business cases, contract management, and account planning. Experience in logistics, parcel delivery, transportation, e-commerce, or another operational service environment is strongly preferred. Proven ability to coordinate cross-functional teams and influence stakeholders without direct authority. Strong analytical skills, with the ability to understand customer economics, operational constraints, and profitability drivers. Experience managing customer governance, business reviews, forecasts, action plans, and escalations. Strong CRM discipline and proficiency in commercial reporting and presentation development. Bachelor’s or master’s degree in business administration, commerce, finance, supply chain, or a related field, or equivalent professional experience. Professional fluency in English. Dutch-language capability is preferred. Required Competencies Strategic account leadership: Builds long-term account strategies while maintaining focus on execution and results. Customer orientation: Understands customer priorities and develops solutions that create sustainable value for both organizations. Commercial judgment: Balances growth opportunities with pricing discipline, profitability, and operational feasibility. Stakeholder management: Builds credibility and alignment across complex customer and internal stakeholder groups. Negotiation: Leads fact-based negotiations and protects Dragonfly’s commercial and operational interests. Cross-functional influence: Coordinates teams and resolves competing priorities without relying on direct authority. Performance orientation: Maintains focus on account growth, action closure, service performance, and financial outcomes. Communication: Communicates clearly, consistently, and confidently with customers, employees, and senior leaders. Problem-solving: Structures complex issues, identifies practical solutions, and escalates when appropriate. Operational understanding: Understands how customer commitments affect capacity, service quality, implementation, and cost.

Core Responsibilities

Own and grow strategic key accounts by developing account plans, leading commercial proposals and negotiations, and managing customer relationships, governance, and contractual commitments. Coordinate internal teams to deliver customer commitments, manage service performance and escalations, and align growth with operational feasibility and profitability.

Requirements

Requires significant experience in strategic or key account management, commercial management, or business development, including complex customer relationships, negotiations, pricing, contracts, and account planning. Candidates should have strong analytical, communication, CRM, and cross-functional influencing skills; a relevant bachelor’s or master’s degree or equivalent experience is expected, with logistics or another operational service environment preferred.