Head of Account Management

About us

Consumer, Retail & Lifestyle (CRL) sector at DHL Supply Chain Japan is one of the company’s fastest-growing business areas.

In recent years, the sector has expanded beyond its traditional Consumer and Retail portfolio to include a diverse range of Lifestyle customers, such as furniture, home appliances, and outdoor equipment companies. Today, CRL partners with leading domestic and global brands, delivering advanced and customized supply chain solutions across a broad spectrum of industries.

What distinguishes the CRL sector is its role as a strategic business partner rather than simply a logistics service provider. By developing a deep understanding of customers’ business strategies, market dynamics, and growth ambitions, the team designs and operates optimized supply chain solutions that enhance competitiveness and support long-term business success.

The sector is also at the forefront of DHL Supply Chain’s global investment in automation and digitalization. Leveraging robotics, advanced automation technologies, and data-driven solutions, CRL delivers next-generation operations that improve efficiency, enhance customer experience, and create tangible business value. These capabilities enable the team to provide innovative solutions that support both operational excellence and sustainable business growth.

In this role, you will have the opportunity to build relationships with senior leaders at some of Japan’s most prominent companies and global organizations, playing a direct role in shaping their growth strategies and supply chain transformation initiatives.

As a key member of a rapidly expanding sector, you will lead the development of strategic customer partnerships, identify new growth opportunities, and make a meaningful impact on both customer success and the continued growth of DHL Supply Chain Japan.Responsibilities

Role Overview

As the Head of Key Account Management for the Consumer Retail & Lifestyle (CRL) sector at DHL Supply Chain Japan, you will lead the strategic management of a portfolio of key customers, deepening long-term partnerships while driving sustainable business growth.

In this role, you will develop a deep understanding of customers’ business challenges and supply chain strategies, creating long-term value through industry-leading logistics solutions. Beyond customer retention and contract renewals, you will be responsible for driving business expansion within existing accounts (New from Existing), contributing directly to revenue and profit growth.

Working closely with cross-functional teams including Operations, Solution Design, and Finance, you will play a critical role in executing the CRL sector strategy while maximizing customer value and business performance.

1. Strategic Account Management

• Develop and execute key account strategies aligned with the CRL sector business strategy.
• Strengthen long-term partnerships with existing customers and drive contract renewals.
• Build growth strategies for customer portfolios and lead the achievement of revenue and profitability targets.
• Drive new business opportunities within existing accounts (New from Existing).
• Build and maintain strong relationships with senior executives and key decision-makers at customer organizations.

2. Driving Business Growth

• Analyze market trends and industry challenges to proactively identify and address customer needs.
• Develop and propose solutions that support customers' supply chain transformation and business growth.
• Identify new business opportunities and differentiation strategies through competitive analysis.
• Lead complex commercial discussions and contract negotiations to achieve mutually beneficial outcomes.

3. Enhancing Customer Experience

• Drive customer satisfaction and loyalty through the delivery of high-quality services.
• Strengthen collaboration with Operations, IT, Solution Design, and other relevant functions.
• Resolve customer issues and promote continuous improvement initiatives.
• Deliver long-term account growth through the enhancement of customer experience (CX).

4. Financial & People Management

• Manage budgets and financial performance for the assigned customer portfolio.
• Deliver Revenue, Gross Profit (GP), and EBIT targets.
• Lead, coach, and develop the Key Account Management team.
• Build strong relationships with stakeholders across DHL and external partners.
• Foster a highly engaged and high-performing organization.Requirements
• Extensive experience in Supply Chain Management, Logistics, or the 3PL industry.
• Proven leadership experience in Key Account Management, Sales, or Business Development.
• Strong experience in customer acquisition and account management within the Japanese market.
• Demonstrated success in managing and negotiating contracts with large-scale customers.
• Experience with P&L management and/or business financial performance management.
• Business-level proficiency in both Japanese and English.
• Bachelor's degree or higher.

Preferred Qualifications

• 10+ years of experience in logistics and supply chain-related roles.
• Knowledge of the Consumer, Retail, and Lifestyle sectors.
• Experience leading new operation start-ups and/or large-scale transformation projects.
• Experience working within a matrix organization in a multinational company.