Global Account Director

Job description

About WFS Join our Worldwide Flight Services family and contribute to the timely delivery of cargo shipment, luggage, business to customer delivery, and on-time flights while operating safely and securely. We perform at the highest level for our customers every day, and strive to be an exceptional leader in our industry with our teams of cargo, passenger, ramp handling, and technical service experts in 227 airport locations in 27 countries on 5 continents. Are you ready to take off on your next career with us? Job Summary The Global Account Director is the centralized, single point of commercial contact for a group of assigned strategic accounts. They are responsible for creating and implementing a customer development plan that maximizes revenue for WFS, leads to a strong strategic win-win partnership between us and our strategic accounts and increases customer stickiness. The role reports directly to the Head of Strategic Account Program and in a matrix to the Regional Commercial SVPs of the geography in which the Director Strategic Accounts is located. Responsibilities Create and implement a multi-year Customer Development Plan for each strategic account in close co-ordination 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, regional and local commercial teams to ensure that our approach and interaction with strategic accounts is well aligned and has 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, 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 co-ordinate 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. Co-ordinate internally to resolve such issues and respond promptly to customers to close out the complaints. Ensure that the strategic 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 strategic account program, ensuring alignment and buy-in on the targets. Minimum Requirements Minimum of 10 years of experience in the air cargo, ground handling, airline, or logistics industry in a commercial or senior management role. Minimum of 6 years of proven experience in sales, revenue management, or account management with measurable revenue growth results. 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 strategic sales processes, strategic account workflow and experience with using CRM systems Operational working experience in cargo handling and understanding of customer issues Preferred Skills Bachelor’s degree in Business, Aviation, Logistics, or related field; MBA strongly preferred. Physical Requirements/Working Conditions Ability to perform essential job functions in an office, airport, and customer-site environment, with or without reasonable accommodation. Ability to travel frequently to support business needs, with expected travel of approximately 30-50%, including domestic travel across North America and occasional international travel. Ability to remain in a stationary position for extended periods while working at a desk, using a computer, or participating in meetings. Ability to lift, carry, or move materials weighing up to 10 pounds. Regular use of standard office technology, including computers, phones, and virtual meeting platforms. Ability to communicate clearly and effectively, both verbally and in writing, including presenting to individuals and groups in virtual and in-person settings. Perks & Benefits Want your pay in advance? Access your pay when you need it through the DailyPay app! Are you a top performer who thrives on recognition? On the spot awards offered through the Awardco Platform including gift cards and more! Need quality medical care? Multiple options for both full and part-time employees! Want WFS Employee Extras? Travel discounts, pet insurance, discount shopping & more! Looking to stay healthy and improve your life? Wellness programs offered to all employees! Want to invest in your future? 401k program offered! Looking to grow and have a career with us? Opportunity for internal mobility and transfers available! WFS is an equal opportunity employer committed to employment equity and inclusion. We accept applications from all qualified individuals.