Combine operational stability and development of the division: ensure sales plan fulfillment, SLA for B2B and B2C clients, and simultaneously increase shipment volume through service quality, process transparency, and expansion of cooperation with existing clients.
Management of the end-to-end express delivery process (China — RF): tracking deadlines, statuses, deviations, and claims; SLA compliance; handling typical risks (customs, delays, returns).
Development of the division as a client product: growth in the number of primary and repeat orders and LTV through predictable timelines, transparent statuses, and improved customer experience; identifying potential in current clients and forming new offers.
Client service and quality: servicing B2B/B2C base, resolving disputes, reducing complaints and returns, increasing NPS/CSI for the division.
Working with the agency network in China/Asia: partner selection and onboarding, task setting, performance monitoring, rate and timeline optimization, incident resolution.
Process automation and improvement: implementing templates, routing rules, reporting; collaboration with IT; transferring routine operations to automatic scenarios.
Application of AI tools in operational work: request processing, calculation and report preparation, data analysis, accelerating communication, and reducing labor costs.
Analytics and reporting: generating regular reports on key metrics (timelines, cost, quality, returns, errors), identifying growth areas, and implementing corrective measures.
Requirements
Experience in international express logistics at a freight forwarding company (Asia - RF direction) for at least 3 years, with at least 1 year in a management role at a logistics company (first priority GBS, Unitrade);
Proven experience in operational work with B2B and B2C clients: ability to prioritize requests, manage expectations, and enhance service value.
Practical experience managing an agency network in Asia: negotiations, control, rate optimization, incident resolution.
Experience in implementing automation: from task definition to effect measurement (timelines, labor costs, errors).
Confident use of AI tools for work tasks: template generation, data processing, report and calculation preparation.
Understanding of express transportation specifics (air, road, postal), tariff structures, and key risks.
English language — Intermediate level or higher.
Systemic thinking, result orientation, ability to work with metrics and improve processes.
Ability to develop business through service and trust: offering clients optimal solutions, enhancing product value, and expanding cooperation without aggressive sales.
