Global Account Director

The Global Account Director is the centralized, single point of commercial contact for a group of assigned global accounts. They are responsible to create and implement a customer development plan that maximizes revenue for WFS, leads to a strong strategic win-win partnership between us and our global accounts, and increases customer stickiness. The role reports directly to the Head Global Account Program and in a matrix to the Regional Commercial SVPs of the geography in which the Global Account Director is located.

Key Responsibilities

• Create and implement a multi-year Customer Development Plan for each global account in close coordination with internal stakeholders as well as the assigned customers.
• Maximize revenue opportunities from the assigned customers. Create new opportunities focused on WFS core products and explore potential new revenue streams.
• Conduct regular QBRs, using them as an opportunity to enhance our strategic partnership and build new business in addition to reporting professionally on our SLAs/KPIs.
• Work closely with regional and local P&L owners, and regional and local commercial teams to ensure that our approach and interaction with global accounts are well aligned and have the support of the regional and local teams.
• Develop key commercial contacts within the countries so that they become part of the extended account team serving our key accounts.
• Communicate account strategies clearly and regularly within the organization, and build support for the assigned accounts from all key functions such as Ops, IT, Finance, etc.
• Keep pipeline and account management activities up to date through the provided pipeline management tools/CRM system.
• Manage and coordinate all pricing requests/tenders from the assigned accounts, working closely with the regions and the tender management team to provide a timely, accurate and competitive tender response.
• Act as the escalation point for major issues/complaints from the assigned customer group. Coordinate internally to resolve such issues and respond promptly to customers to close out complaints.
• Ensure that the global customer contracts database is up to date, ensure the organization is proactively working on key renewals, and orchestrate the internal resources, communication, and support required to ensure key contracts are renewed with a win/win outcome.
• Work closely with the regional P&L and commercial teams on the annual target-setting process for the global account program, ensuring alignment and buy-in on the targets.

Essential Experience / Qualifications

• Minimum 5 years of global account management experience in the airline or cargo handling industry.
• Excellent track record of delivering high revenue growth of assigned accounts and increasing customer stickiness through strategic initiatives.
• Excellent, proven relationships with key decision-makers at airlines
• Extensive working experience in a matrix environment between functional and P&L, the ability to build organizational relationships to meet customer goals.
• Excellent communication & presentation skills, experience working and communicating with senior leaders
• Deep understanding of global sales processes, and global account workflow and experience with using CRM systems
• Operational working experience in cargo handling and understanding of customer issues
• Experience working with executive-level customers at Fortune 5000 companies.

Education

• Bachelor’s degree required, MBA a plus.
• Advanced level of MS Word, Excel and PowerPoint is a must.

PHYSICAL REQUIREMENTS/WORKING CONDITIONS

Frequent travel required must be able to travel several weeks at a time in the continental U.S.; Must be able to travel to DFW executive office for monthly meetings.