Global Operational Account Management (CL)

Job Purpose:

To ensure flawless operational execution for assigned strategic global account(s), delivering service excellence, compliance, and innovation across all regions. The role acts as the global point of coordination between regional operations and the client, driving consistency, efficiency, and continuous improvement.

This position is the single global operational authority for assigned accounts, ensuring harmonized operating models, KPI frameworks, margin governance, and transformation execution across regions, countries, and sites. It operates as the operational counterpart to Global Account Management, ensuring DP World delivers standardized, future-ready and financially sustainable global operations.

Working in close partnership with the Global VP Operations Account Management (Contract Logistics), Global and Regional Operations leadership, and Global and regional account management (Commercial) this role safeguards profitability, scalability and long-term account sustainability.

Key Accountabilities

Global Operations Leadership

• Act as the single global operational authority for assigned Global Strategic Accounts
• Ensure adherence to SLAs and operational KPIs across all regions and maintain consistent service standards aligned with global frameworks
• Define and govern standardized operating models and execution standards across all regions and sites
• Ensure global alignment of KPIs, SLAs, productivity metrics and service models
• Implement global best practices and operational enhancements across the customer network
• Support automation and digitalization initiatives for the account in partnership with Technology and Engineering teams

Performance, Margin & Financial Governance

• Define financial guardrails for contract performance, margin protection and productivity benchmarking
• Establish monitoring mechanisms for low-margin contracts in alignment with Regions and Finance
• Provide governance and advisory on turnaround plans for underperforming multi-regional contracts
• Act as operational advisor in terminate / no-terminate decisions based on defined decision matrices
• Drive identification and execution of cost-efficiency, synergy and margin recovery initiatives

Continuous Improvement & Productivity

• Drive structured root-cause analysis on performance gaps and ensure corrective actions are implemented
• Ensure productivity, automation and standardisation roadmaps are executed consistently
• Champion adoption of operational best practices across all regions

Transformation, Solutions & Engineering Governance

• Sponsor and govern RFQs, renewals and Book of Business transformations
• Provide strategic direction for WMS/TMS deployment and digital enablement
• Ensure customer-specific solutions are scalable, repeatable and regionally consistent
• Govern adoption of digital, automation and engineering standards across the customer network

Client Engagement & Stakeholder Leadership

• Serve as the primary global operational contact for the client
• Participate in executive QBRs and provide operational insights for strategic discussions
• Partner with Global and Regional Operations, Account Management, Solutions, Technology and Finance leadership
• Provide structured executive-level reporting and performance insights
• Ensure safety, quality, compliance and regulatory standards are embedded globally

Qualifications & Experience

• 10+ years in logistics operations, with global or multi-region experience
• Proven track record in managing strategic accounts and complex supply chains
• Strong commercial and financial acumen, with experience managing margin, productivity and contract sustainability
• Experience working with automation, WMS, TMS and digital logistics solutions
• Strong governance, project management and change leadership capabilities
• Executive presence with strong stakeholder management and influencing skills

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