The Key Account Manager is responsible for managing, retaining and growing strategic Luxury and Diamonds & Jewellery customers across Singapore and Malaysia, with additional responsibility for an annually agreed set of Luxury customers across Southeast Asia. The role acts as the primary commercial relationship owner, partnering closely with operations, customer service, security, finance and regional stakeholders to deliver secure, reliable and commercially sustainable solutions for high-value, service-sensitive customers.
Purpose of the Role
To protect and grow Brink’s position in the Luxury and D&J segments by building trusted customer relationships, identifying profitable growth opportunities, improving customer retention and ensuring service performance aligns with customer expectations, contractual commitments, Brink’s standards and regional commercial priorities.
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.
