Strategic Account Operations Manager

Savino Del Bene is a Global Freight Forwarding Company headquartered in Florence, Italy. With more than 295 offices and 5,500 employees globally, Savino Del Bene is one of the leading logistics company that offers import, export, customs brokerage services and warehousing third party solutions servicing several Vertical Markets

Savino Del Bene is currently seeking a Strategic Account Operations Manager to assist and support the continuous growth of Savino Del Bene USA, Inc.

Strategic Account Operations Manager

Position Overview

The Strategic Account Operations Manager (SAOM) is responsible for overseeing the operational performance of strategic accounts, ensuring service excellence, operational efficiency, and alignment between customer requirements and internal logistics operations.

This role acts as a key bridge between operations, customer service, and senior management, ensuring that strategic clients receive consistent, high-quality service while supporting continuous operational improvement.

Key Responsibilities:

Strategic Account Operations Management

Oversee the day-to-day operational performance of assigned strategic accounts, ensuring that logistics operations meet agreed service levels and operational standards.

Operational Coordination

Act as the main operational liaison between warehouse operations, customer service, transportation, and management to ensure smooth execution of services for key clients.

KPI Monitoring and Performance Management

Track and analyze operational KPIs, service levels, productivity metrics, and client performance indicators to identify issues and drive operational improvements.

Continuous Improvement

Identify opportunities to improve operational processes, reduce inefficiencies, and optimize service delivery for strategic customers.

Escalation and Issue Resolution

Manage complex operational issues and client escalations, coordinating internal teams to resolve problems quickly and effectively.

Resource and Workforce Coordination

Works closely with the Service Manager to coordinate operational resources, staffing levels, and workforce planning in order to ensure operational efficiency and service continuity.

Process Standardization

Promote best practices and standardized operational procedures across teams and facilities involved in servicing strategic accounts.

Key Competencies

Strong operational leadership Problem solving and decision making Cross-functional coordination Performance analysis and KPI management Continuous improvement mindset Client relationship management Workforce coordination and operational planning

Reporting Structure

The Strategic Account Operations Manager (SAOM) reports directly to the Site Manager and works in close coordination with the operational leadership team to ensure alignment between client requirements and operational execution.

Direct Reporting

Reports to: Site Manager (SM)

Functional Reporting

The SAOM maintains a functional reporting relationship with the following operational leaders to ensure coordination across all operational areas:

• Office Manager (OM), responsible for administrative and operational office activities
• Warehouse Manager (WM), responsible for warehouse operations and floor execution
• Service Manager (SM), responsible for the Agency Staff

Cross-Functional Collaboration

The SAOM works closely with:

• Continuous Improvement Manager (CIP) to support process optimization and operational efficiency initiatives
• Operations leadership and department managers involved in the management of strategic accounts

Organizational Alignment

This structure ensures that the SAOM acts as the operational integrator for strategic accounts, coordinating activities across warehouse operations, customer service, and administrative functions while maintaining alignment with site leadership.