Oversee and Manage carrier operations involving air and sea ports. Plan and strategize for efficient airfreight and port operations. Communicate with airline, RORO and shipping suppliers for compliance and service efficiency to meet SLA. Resolve and provide long term solutions to high level issues.

Execute branding initiatives, including office branding, fleet dress-up, and employee branding while ensuring strict adherence of all the members to the organization’s brand guide and branding policy. Draft comprehensive customer care standards and guidelines, encompassing elements like Customer Care scripts and standard responses. Take charge of conducting customer satisfaction (CSAT) and Net Promoter Score (NPS) surveys. Execute the company’s planned corporate social responsibility (CSR) activities.

The Customer Experience Manager is in-charge of the overall customer experience of both internal and external customers. The role involves ensuring the proper execution of brand presentation in accordance with the branding policy and establishing customer care standards for consistent and exceptional service delivery. This also includes leading organization-wide training on customer-centric approaches and conducting monthly quality assurance in the contact center as well as all digital touchpoints to ensure that the desired customer experience is being delivered across platforms. CX Manager analyzes CSAT and NPS results to recommend programs and improvements, and suggests customer engagement and loyalty initiatives. Coordinates public relations activities, plans and executes external events, and ensures timely execution of Corporate Social Responsibility events. This also includes monitoring of the Creative Designers in the creation of all brand materials, marketing collaterals, and UI/UX designs.

Operates trucks or other company vehicles assigned and authorized, within covered territory/area for all types of cargoes/parcels. Ensure safe transport of goods from warehouse to branches through compliance with all company policies, processes, and driving standards.

Ensures process flow continuity by analyzing issues, identifying gaps, and recommending solutions to prevent breakdowns and risks. Conducts root-cause analysis, implements process controls, and documents inspection outcomes through detailed reports. Supports the operations team in improving service excellence and collaborates with stakeholders to address process-related concerns efficiently.