Senior Manager, OFR Operations
DHL · Guangzhou
Position Overview
Fully responsible for the management, operational control, and continuous improvement of the OFR (Ocean Freight) business. Ensure service excellence and customer satisfaction while achieving departmental budget targets and driving business growth.
Key Responsibilities
- Establish and maintain strong relationships with customers, Key Account Managers (KAMs), and customers' Asia sourcing offices. Coordinate cross-functional teams to support the successful implementation of new customers and business opportunities.
- Lead and organize customer meetings, Quarterly Business Reviews (QBRs), and various workshops. Collaborate with internal stakeholders to enhance overall performance and service quality.
- Manage and maintain relationships with shipping lines, vendors, service providers, and business partners. Arrange customer visits to terminals, warehouses, and partner facilities. Stay informed about market trends, industry developments, and policy changes.
- Work closely with Product teams to drive business growth and implement new projects. Increase OFR product penetration through cross-product collaboration and joint customer visits with the Sales team.
- Partner with the Control Tower team to ensure smooth customer onboarding and continuously improve service quality and operational processes.
- Balance workloads across sub-teams effectively, leverage cross-product networks, resources, and supplier capabilities, and expand service offerings while controlling costs.
- Drive innovation and continuous improvement initiatives to enhance operational efficiency, productivity, and overall performance.
- Gather and analyze market intelligence, freight rates, and policy updates from partners. Identify collaboration opportunities and support business development activities.
- Conduct regular operational and performance reviews, proactively address exception cases (e.g., sick files), DSO (Days Sales Outstanding), and other service or financial risks.
- Maintain regular communication with Regional Leads, providing updates on the station's financial and operational performance. Lead product-sharing sessions to strengthen regional and cross-functional collaboration.
Requirements & Qualifications
· Strong experience in Ocean Freight Forwarding and international logistics, with in-depth knowledge of carrier management, ocean freight operations, supply chain solutions, and freight forwarding processes.
- Strong market awareness, industry network, and relationship-building capabilities, with the ability to drive business growth.
- Excellent interpersonal, communication, problem-solving, and cross-functional collaboration skills.
- Results-oriented with strong commercial acumen and negotiation skills.
- Fluent in English, with the ability to use English as a working language.
- Minimum of 10 years of experience in a relevant field or industry with people management experience.