Team Lead, Control Tower

Team Lead, Control Tower Account Management

Hong Kong / Shenzhen / Shanghai

The opportunity:

Control Tower Account Management Team is a centralised taskforce in APAC to serve our booking management and order management clients. As a member of the Control Tower Account Management Team, your mission will be to proactively grow our client relationships by building and implementing solutions to their critical supply chain challenges. This is the golden opportunity to help expand our booking management and order management service to our valuable clients. You will also support our share of wallet expansion with existing clients while helping to improve our product capabilities in APAC.

You will:

• Act as the Asia point of contact for our designated clients who require control tower service from Flexport. Conduct regular touch points with clients to build up strong relationships and trusted partnerships.
• Through seamless communication with our clients, understand the operations requirements,  expectations and challenges from them. Clarify, negotiate and formalise those requirements to balance the risk and opportunities for the company.
• Setup internal and external processes to fulfill client requirements. Closely monitor and regularly review the processes with stakeholders and monitor service quality with the quantified metrics. 
• Develop reports and dashboards to external and internal stakeholders and management team to understand the account healthiness in terms of operations metric, profitability and upside potentials.
• Maintain clear documentation of clients requirements. Constantly update operating procedures, service level agreements, operation metrics report to keep all stakeholders on the same page. 
• Fill in gaps between clients requirements and standard practice in operations. Led the control tower account management team to complete necessary operations processes to fulfill client requirements including but not limited to shipment coordination, data input in system, generating reports and day-to-day operations communication. 
• Demonstrate our booking management and order management tools to clients and shippers. Ensure high technology adoptions through our best-in-class platform. Understand their challenges and drive workflow improvements. 
• Partner with the program manager to provide feedback and outline plans about the development plan of products, network and service capabilities that support large, complex, global clients.
• Conduct business reviews. Upsell and cross sell all services across the Flexport Portfolio including air, ocean, trade advisory, customs and fulfillment.
• Partner with the destination team in the US and Europe to identify expansion opportunities with our existing accounts in order to grow Flexport’s share of wallet.
• Work cross-functionally – across Gateway Operations, Technology, Sales, Implementation, Partnership, Legal, Industry SMEs, and Trade and Financial Services teams – to develop and execute on the client strategies in a deliberate way that maximizes the outcomes.
• Train and develop our control tower team in Asia. 
• Any ad-hoc tasks assigned.

You should have:

• Bachelor/master degree
• At least 5 working experience as manager or team leader level
• An entrepreneurial mindset with a strong track record of successfully delivering innovation and driving results
• Experience working as Asia control tower of freight forwarding clients
• Experience working with complicated global team matrices and drive desirable solutions and results
• Experience building client relationships globally and leveraging those relationships to grow the business partnership
• Passionate about achieving team success; able to inspire and motivate the team. 
• Can-do, roll-up-the-sleeves, results-oriented approach; accessible and approachable. 
• Strategic thinker and disciplined planner; able to operationalize strategic plans; well organized. 
• Excellent presenter and communicator on all channels (written, verbal, phone, media)
• Exceptional negotiation and problem-solving skills 
• Cognizant of business cultural differences and norms across the globe; able to adapt style and approach to local business cultures. 
• Highly collaborative; track record of building strong internal and external relationships. 
• High integrity and ethics; style and behavior align with Flexport’s values