sennder is Europe’s leading digital freight forwarder. In a traditional industry, we are moving fast to digitize and automate all road logistics processes. We move trucks with courage and the power of data to unlock endless and sustainable capacity at exceptional quality. Get to know us better by reviewing our “About Us” presentation.

Required Skills and Competencies:

• Client-Focused Leadership: Strong ability to manage client relationships at a strategic level while driving operational results
• Team Management: Proven track record of leading and developing high-performing teams in a dynamic environment
• Communication Skills: Exceptional verbal and written communication skills to engage with clients and internal stakeholders
• Analytical Thinking: Ability to analyze performance metrics, identify trends, and propose actionable solutions
• Problem Solving: Skilled in managing escalations and resolving complex client challenges with urgency and precision
• Collaboration: Strong ability to work cross-functionally with Carrier Management and other departments to align goals and priorities
• Stress Management: Ability to perform effectively under pressure and manage workloads during peak periods

WHAT YOU WILL DO IN THIS ROLE

As a Manager, Account Management at sennder, you will lead the Control Tower Account Management team to ensure outstanding client service, effective communication, and achievement of contractual service level agreements (SLAs). This role serves as the primary liaison between the client and the Control Tower, focusing on building and maintaining strong client relationships while driving operational excellence and team performance.
This leadership role requires a profile with high organizational abilities, the ability to manage medium-sized teams, strong communication and negotiation skills, and a deep understanding of logistics and supply chain management.

KEY RESPONSIBILITIES

Client Relationship, Planning and Revenue Management:

• Act as the primary point of contact for the client for planning and forecasting, in particular ensuring Contractual standards are met, building and maintaining a long-term vision over the strategic partnership with the client
• Handle client’s escalations, working closely with Carrier Management Team to resolve issues promptly and effectively by understanding business needs and aligning Control Tower activities to meet these needs
• Analyse and elaborate volumes’ planning and forecasts with the Carrier Management team, ensuring network optimization and strict adherence to unit economics and budgeted financials
• Organize and lead regular client meetings to review performance, discuss opportunities for improvement, and present innovative solutions
• Identify opportunities to expand service offerings, retain business and increase revenue by adjusting current lanes portfolio and presenting new tailored solutions
• Ensure Client’s systems and tools are used effectively, supporting improvements in technology enhancements and incremental client’s adoption

Team Leadership:

• Manage, mentor, and motivate a team of Operations Planners to deliver exceptional customer service
• Set clear performance objectives, monitor individual and team KPIs, and provide regular feedback and coaching
• Foster a collaborative and client-focused culture within the team, encouraging continuous improvement
• Support Control Tower Supervisors in the organization of team shifts to generate efficiency, reduce waste of time and resources while ensuring a great employee experience

Operational Management, Performance and Reporting:

• Ensure that all client SLAs and contractual obligations are consistently met or exceeded
• Monitor network-specific KPIs, prepare internal performance reports, and share insights with clients and internal stakeholders
• Strictly collaborate with the Carrier Management team to align operational capacity with client needs and resolve service-related issues
• Develop and deliver detailed management reports and regular Business Review for the senior leadership and for the client, highlighting achievements and areas for improvement

Process Improvement:

• Identify inefficiencies in account management processes and implement solutions to enhance productivity and client satisfaction
• Work with relevant departments to integrate best practices, ensure compliance, and drive overall business efficiency and implement Account Management Standard Operating Procedures (SOPs)
• Collaborate with other company functions, such as Operations Quality, Operation Excellence and Procurement on cross-functional projects aimed to boost efficiency and improve financial performance

Required Skills and Competencies:

• Client-Focused Leadership: Strong ability to manage client relationships at a strategic level while driving operational results
• Team Management: Proven track record of leading and developing high-performing teams in a dynamic environment
• Communication Skills: Exceptional verbal and written communication skills to engage with clients and internal stakeholders
• Analytical Thinking: Ability to analyze performance metrics, identify trends, and propose actionable solutions
• Problem Solving: Skilled in managing escalations and resolving complex client challenges with urgency and precision
• Collaboration: Strong ability to work cross-functionally with Carrier Management and other departments to align goals and priorities
• Stress Management: Ability to perform effectively under pressure and manage workloads during peak periods.