Operations Manager Account Management

sennder is Europes leading digital freight forwarder. In a traditional industry we are moving fast to digitize and automate all road logistics processes. We move trucks with courage and the power of data to unlock endless and sustainable capacity at exceptional quality. Get to know us better by reviewing our ** ** presentation.

We are a growing team looking for a Manager Account Management in our Milan office to help us on our journey to revolutionize road freight logistics.

WHAT YOU WILL DO IN THIS ROLE

As a Manager Account Management at sennder you will lead the Control Tower Account Management team to ensure outstanding client service effective communication and achievement of contractual service level agreements (SLAs). This role serves as the primary liaison between the client and the Control Tower focusing on building and maintaining strong client relationships while driving operational excellence and team performance.

This leadership role requires a profile with high organizational abilities the ability to manage mediumsized teams strong communication and negotiation skills and a deep understanding of logistics and supply chain management.

Key Responsibilities

Client Relationship Planning and Revenue Management:

• Act as the primary point of contact for the client for planning and forecasting in particular ensuring Contractual standards are met building and maintaining a longterm vision over the strategic partnership with the client
• Handle clients escalations working closely with Carrier Management Team to resolve issues promptly and effectively by understanding business needs and aligning Control Tower activities to meet these needs
• Analyse and elaborate volumes planning and forecasts with the Carrier Management team ensuring network optimization and strict adherence to unit economics and budgeted financials
• Organize and lead regular client meetings to review performance discuss opportunities for improvement and present innovative solutions
• Identify opportunities to expand service offerings retain business and increase revenue by adjusting current lanes portfolio and presenting new tailored solutions
• Ensure Clients systems and tools are used effectively supporting improvements in technology enhancements and incremental clients adoption

Team Leadership:

• Manage mentor and motivate a team of Operations Planners to deliver exceptional customer service
• Set clear performance objectives monitor individual and team KPIs and provide regular feedback and coaching
• Foster a collaborative and clientfocused culture within the team encouraging continuous improvement
• Support Control Tower Supervisors in the organization of team shifts to generate efficiency reduce waste of time and resources while ensuring a great employee experience

Operational Management Performance and Reporting:

• Ensure that all client SLAs and contractual obligations are consistently met or exceeded
• Monitor networkspecific KPIs prepare internal performance reports and share insights with clients and internal stakeholders
• Strictly collaborate with the Carrier Management team to align operational capacity with client needs and resolve servicerelated issues
• Develop and deliver detailed management reports and regular Business Review for the senior leadership and for the client highlighting achievements and areas for improvement

Process Improvement:

• Identify inefficiencies in account management processes and implement solutions to enhance productivity and client satisfaction
• Work with relevant departments to integrate best practices ensure compliance and drive overall business efficiency and implement Account Management Standard Operating Procedures (SOPs)
• Collaborate with other company functions such as Operations Quality Operation Excellence and Procurement on crossfunctional projects aimed to boost efficiency and improve financial performance

Required Skills and Competencies:

• ClientFocused Leadership: Strong ability to manage client relationships at a strategic level while driving operational results
• Team Management: Proven track record of leading and developing highperforming teams in a dynamic environment
• Communication Skills: Exceptional verbal and written communication skills to engage with clients and internal stakeholders
• Analytical Thinking: Ability to analyze performance metrics identify trends and propose actionable solutions
• Problem Solving: Skilled in managing escalations and resolving complex client challenges with urgency and precision
• Collaboration: Strong ability to work crossfunctionally with Carrier Management and other departments to align goals and priorities
• Stress Management: Ability to perform effectively under pressure and manage workloads during peak periods.

WHAT WE ARE LOOKING FOR

• Bachelors degree in Supply Chain Management Logistics Business Administration or a related field (Masters degree preferred)
• At least 6 years of experience of experience in account management planning or customer service preferably within logistics freight forwarding or supply chain management with a minimum of 3 years in a management role
• Experience managing teams and working directly with clients in highpressure environments.
• Expertise in managing complex client relationships and thirdparty logistics providers and a strong decisionmaking
• Strong doer mindset with effective communication and interpersonal skills and a proactive approach to getting things done
• Strong proficiency in Italian and English; another language is a plus but not required

ABOUT sennder Italia

sennder Italia based in the heart of Milan is a joint venture company between and Our company matches the digital and innovative focus on technologies and digitalization of sennder with the expertise and knowhow of the largest distribution network in Italy Poste Italiane.

We not only connect shippers to our fleet of thousands of trucks but also improve how they move products in sustainable costefficient and transparent ways making the logistics industry fit for the future. In a traditional industry were growing and moving fast to digitally automate all road logistics processes.

We are building a curious team that is driven by an ambitious desire to solve the toughest logistics puzzles. What others may consider uncertainty we see as an opportunity to learn and be proactive. We invite you to go on this journey with us and be part of one of Europes inspiring growth stories as we fastforward road logistics into digitalization. Read more about the

WHAT YOU CAN EXPECT

At sennder we want to maximize the individual potential of all employees and reinforce an inclusive culture and environment of continuous learning that empowers people to succeed as a team. In addition to humility we value commitment team spirit and respect to build fruitful collaboration across teams. Do not hesitate to apply as a member of the protected categories law 68/99. Learn more about who we are on

• Fast growth scaleup with an international team of 1000 people 74 nationalities spread across 11 European offices. With English as our common language we are able to work together.
• Learning and development on the job and with the support of a biannual review process learning allowance high potential programs sennder onboarding academy and internal trainings.
• Various opportunities to connect with colleagues through regular team events and company gettogethers such as our highly anticipated sennder.
• Prioritize employee engagement and mental wellbeing by fostering a supportive environment through the Likeminded platform and conducting regular employee satisfaction surveys.
• Hybrid work model where you seamlessly merge virtual productivity and inoffice collaboration with your colleagues.
• For the Milan office we offer: free onsite gym!
• Vibrant offices complete with healthy snacks focus zones and social areas to connect with your colleagues. Click for a virtual tour and better yet hope to see you soon!

We value humility and were as interested in your character as we are in your talent. Please apply even if you feel you only meet part of our listed criteria. Diversity drives our innovation and we offer a collaborative dynamic and international work environment. Just be yourself. We are excited to meet you and for you to join us in shaping the future of the logistics industry in Europe.

If you have any questions or need special accommodation please reach out to us at As soon as you apply your journey with sennder begins.