The Head of Relationship is responsible for providing exceptional support to the assigned VIP accounts under the Unit. He or she is expected to monitor the accounts’ overall performance and operational health to ensure that the desired contractual and commercial KPIs are met. This role will serve as a high-level escalation point for associates in handling and resolving more complex issues or concerns.
Key Responsibilities
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Build and maintain strong relationships with existing VIP accounts by developing a deep understanding of their shipment handling and business needs.
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Manage day-to-day shipper operations including booking, pickup coordination, delivery monitoring, and issue resolution.
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Ensure shipments meet agreed SLAs, SOPs, lead times, and quality standards.
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Lead and manage the Partnerships/Relationship Sales Team, ensuring productivity, sales activities, and KPI alignment.
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Drive business growth through cross-selling and upselling opportunities within the existing customer portfolio.
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Develop and execute partnership, business development, and go-to-market initiatives in coordination with Sales and Operations teams.
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Monitor key business metrics such as volume, ASP, revenue, and service performance; provide regular reports and updates to the Unit Head.
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Manage overall account performance, including shipment flow, billing, claims, and operational concerns.
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Monitor market trends and competitor activity to support strategic decision-making.
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Coach and develop Account Managers and Account Executives through regular performance and alignment sessions.
Qualifications
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5–8 years of experience in Account Management, Relationship Management, or Stakeholder Management.
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Background in logistics, supply chain, e-commerce, retail, or freight operations is preferred.
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Strong knowledge of e-commerce and/or social commerce.
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Comfortable with data analysis, spreadsheets, and performance metrics.
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Strong leadership, communication, and collaboration skills in a fast-paced environment.