KEY RESPONSIBILITIES
Team Leadership and Management
- Lead, train, and develop the Relationship Management team to achieve high performance.
- Set clear performance expectations, provide ongoing coaching and mentorship, and drive continuous improvement through regular performance reviews.
Relationship Building and Management
- Build and sustain strong, long-term relationships with shipper accounts.
- Proactively identify shipper needs, address concerns, and resolve issues efficiently.
- Partner with internal teams to ensure timely and effective resolution of shipper requests.
Strategic Planning and Execution
- Develop and execute strategies to improve shipper satisfaction, retention, and loyalty.
- Identify opportunities to enhance the overall shipper experience using data-driven insights.
- Translate identified gaps into actionable improvement plans and initiatives.
Performance Measurement and Reporting
- Define and manage KPIs to measure individual and team performance.
- Monitor, analyze, and report performance trends, identifying areas for improvement and corrective action.
Shipper Service Excellence
- Ensure consistent delivery of exceptional service across all shipper touchpoints.
- Establish service standards and promote a strong shipper-centric culture within the team.
Cross-Functional Collaboration
- Collaborate with Operations, Sales, Marketing, and other internal stakeholders to deliver a seamless shipper experience.
- Represent the shipper voice in cross-functional initiatives and decision-making.
QUALIFICATIONS & REQUIREMENTS:
- You must have a bachelor's degree in Business, Logistics, Supply Chain, or a related field.
- You must have at least five (5) years of experience in relationship management, account management, or customer success, preferably in logistics or service-driven industries.
- You must have proven experience leading and developing high-performing teams.
- You must have strong customer relationship management and issue-escalation skills, with experience handling key or enterprise accounts.
- You must be a strategic, data-driven professional with experience defining, tracking, and managing performance KPIs.
- You must have the ability to translate customer insights into actionable improvement initiatives.
- You must be an effective cross-functional collaborator, working closely with Operations, Sales, and other internal teams.
- You must have strong communication, presentation, and stakeholder management skills.
- You must be customer-centric, results-oriented, and capable of thriving in a fast-paced environment.
Work Schedule:RegularDay shift (8am 5pm)
Work Setup:Onsite Taguig City
