Key Account Manager

Scope

• Key account ownership for assigned Luxury and D&J customers in Singapore and Malaysia.
• Relationship and commercial management for a defined core portfolio of Luxury customers across Southeast Asia.
• Account planning, retention, revenue growth, margin improvement, contract management and customer satisfaction across assigned accounts.
• Partnership with Operations, Customer Service, Security, Compliance, Finance, Legal and APAC Commercial teams to deliver secure, compliant and customer-focused solutions.

Key Responsibilities

• Develop and execute account plans for assigned Luxury and D&J customers, including relationship mapping, growth opportunities, retention risks, revenue targets and margin priorities.
• Act as the primary commercial point of contact for assigned customers, building trusted relationships with senior stakeholders, store networks, regional teams and procurement/commercial contacts.
• Retain and grow revenue across secure logistics, international valuables, cash, vaulting, transport, storage, risk management and related Brink’s solutions where relevant to customer needs.
• Identify new business, cross-sell and upsell opportunities within existing accounts and new logos, across the Luxury and D&J segments in Singapore and Malaysia.
• Manage a core small set of Luxury customers across Southeast Asia, ensuring consistent relationship coverage, issue escalation, account review discipline and regional opportunity visibility
• Lead customer pricing, contract renewal, tender response and commercial negotiation activity in partnership with Finance, Legal, Operations and APAC Commercial leadership for both SG/MY and assigned Southeast Asia Luxury customers
• Partner with Operations and Customer Service to ensure service levels, escalation handling, customer onboarding, peak-season readiness and recurring operational issues are managed effectively.
• Maintain strong understanding of Luxury and D&J customer requirements, including security expectations, confidentiality, service precision, shipment sensitivity, customs/documentation needs and premium customer experience standards.
• Conduct structured business reviews with key customers, covering service performance, incident trends, pipeline opportunities, contract matters, continuous improvement actions and future demand.
• Maintain accurate CRM records, account plans, pipeline updates, opportunity forecasts, contract renewal timing and customer contact mapping.
• Monitor revenue, margin, volume, service performance, DSO and account profitability, escalating risks and driving corrective actions where required.
• Represent Brink’s professionally in the Luxury and D&J market, building industry insight, competitor awareness and referral networks to support sustainable growth.

Key Relationships

• Luxury and D&J customers across Singapore and Malaysia, including senior commercial, procurement, logistics, store operations and regional stakeholders.
• Core assigned Luxury mulit-layer customer contacts across South East Asia.
• Country and regional Commercial leadership, Operations, Customer Service, Security, Compliance, Finance, Legal and Billing teams.
• Branch, airport, vault, transport and international operations teams supporting customer delivery.
• External partners and industry contacts relevant to Luxury, Diamonds & Jewellery and high-value logistics solutions.

Success Metrics

• Achievement of assigned revenue, gross margin, retention, new business and cross-sell targets.
• Improved account penetration, senior stakeholder coverage and documented account plans for assigned customers.
• Strong customer satisfaction, renewal outcomes and reduced preventable churn across the Luxury and D&J portfolio.
• Consistent delivery of agreed service levels, timely escalation resolution and measurable improvement in recurring service issues.
• Consistent delivery of agreed service levels, timely escalation resolution and measurable improvement in recurring service issues.
• Healthy qualified pipeline, accurate CRM records and reliable opportunity forecasting for Singapore, Malaysia and assigned SEA accounts.
• Successful contract renewals, pricing reviews, tender responses and commercial outcomes aligned to profitability expectations.
• Effective DSO, billing issue resolution and commercial discipline across assigned accounts.
• Improved visibility of market trends, competitor activity, customer demand and growth opportunities in Luxury and D&J segments.

Preferred Qualifications & Experience

• More than 5 years’ key account management, business development or strategic sales experience, ideally across secure logistics, freight forwarding, luxury logistics, diamonds and jewellery, retail, security, cash logistics or high-value supply chain services.
• Demonstrated experience managing complex customer relationships, account plans, contract renewals, pricing discussions, tenders and service escalations.
• Experience working with premium, high-value, security-sensitive or service-critical customers where confidentiality, precision and reliability are essential.
• Strong understanding of Singapore and Malaysia commercial environments; South East Asia regional account exposure preferred.
• Proven ability to grow revenue and margin through consultative selling, customer insight, cross-functional solution design and disciplined pipeline management.
• Strong commercial, financial and negotiation capability, including understanding of cost-to-serve, pricing levers, DSO and profitability drivers.
• Experience using CRM systems, sales pipeline tools, account plans, forecasts and customer review disciplines.
• Tertiary qualification in business, commerce, logistics, supply chain, international trade or related discipline preferred; equivalent commercial experience will be considered.