Key Account Operations Manager

CRYOPDP has been dedicated to finding solutions for the transport of time
- and temperature-sensitive products in the life science and healthcare industries for more than 25 years. CRYOPDP covers more than 220 countries and territories and the entire temperature-controlled supply chain: packaging, pick pack kit preparation, express service and specialist courier. They are proud to be the preferred logistics partner of the life science industry and healthcare professionals for more than 4,000 companies worldwide.

JOB TITLE: Key Account Operations Manager

Overall Mission

As the Key Account Operations Manager, your mission is to ensure seamless operations for a key account, driving exceptional service delivery and fostering strong customer relationships. You will be responsible for overseeing the end-to-end operational activities, ensuring alignment with customer expectations, and maintaining high standards of execution. This includes managing day-to-day operations, continuously improving processes, and delivering high-quality services in line with our Standard Operating Procedures. You will be responsible for optimizing operational efficiency, training logistics providers, and facilitating cross-functional collaboration to achieve the company’s goals and exceed customer expectations.

Main Contribution

Key Responsibilities:
As a Key Account Operations Manager, you will drive operational excellence, ensuring that key accounts receive top-tier service while fostering strong relationships and continuous improvements. Your focus will be on managing operations, enhancing efficiencies, and training stakeholders, all while adhering to the company’s standards and best practices.
- Key Account Management: Oversee and manage the day-to-day operations for a key account, ensuring service levels and contractual obligations are consistently met or exceeded.
- Control Tower Coordination: Collaborate closely with the control tower based in Manila to ensure real-time visibility, coordination, and seamless execution of key account operations.
- Process Improvement: Continuously evaluate and enhance operational processes to improve efficiency, accuracy, and service quality across all stages of delivery.
- Training & Development: Travel to various locations to train drivers and logistics service providers, ensuring alignment with operational and compliance standards.
- Customer Relationship Management: Act as the primary point of contact for key account stakeholders, addressing concerns proactively and identifying opportunities to enhance service delivery.
- Performance Monitoring: Track, analyze, and report on KPIs to identify trends, mitigate risks, and drive necessary improvements in operational performance.
- Operational Efficiency & Compliance: Ensure all operations align with company SOPs, regulatory requirements, and industry best practices, ensuring operational consistency and maintaining high-quality service delivery.
- Collaboration: Work cross-functionally with internal teams (operations, customer service, compliance) to drive alignment, resolve challenges, and promote operational success.
- Problem-Solving: Quickly and efficiently address operational challenges, minimizing disruption to service levels and maintaining high customer satisfaction.

Organisational Position

Manager's Position State Branch Manager

Location Melbourne Australia / Sydney, Australia

Interface

Internal
- Australian Operations team
- Manila Operations Team
- Contract Drivers

External
- External Couriers and Service Partners
- Key Account Customer
- Logistics Service Providers

**Required Skills**:
Experience/ Education Minimum two years’ experience in key account operations management

Required Languages English

Specific Experience & Knowledge Required
- Proven experience in logistics, supply chain, or operations management, preferably in a key account management role.
- Experience in training and development of logistics personnel.
- Strong analytical and problem-solving abilities.
- Proficiency in logistics software and Microsoft Office Suite.
- Knowledge of regulatory requirements and compliance in the logistics industry is an advantage.

Interpersonal skills ("Essential")
- Attention to Detail: Ability to meticulously oversee operations, ensuring accuracy and consistency.
- Process-Driven & Improvement-Focused: Strong focus on workflow efficiency and always looking for opportunities to enhance processes.
- Excellent Communication: Strong verbal and written communication skills to effectively interact with internal teams, external partners, and key customers.
- Strong Problem-Solving Skills: Ability to think critically and resolve operational issues efficiently.
- Adaptability & Flexibility: Willingness to travel to different states and work in a dynamic, fast-paced environment.
- Customer-Centric Mindset: Dedicated to delivering outstanding customer experiences and exceeding expectations.