POSITION SUMMARYThe Regional Manager of Destination Management is responsible for leading a team of Logistics Analysts and overseeing the successful management of multiple Destination Management customer accounts. This role provides operational leadership, supports customer satisfaction and retention, and drives continuous improvement through effective team management, technology utilization, and data-driven decision-making.
Regional Managers are expected to foster a collaborative and accountable team environment while maintaining strong relationships with customers and internal stakeholders. This role identifies opportunities to improve account performance, develops team capabilities, resolves complex customer challenges, and implements strategies that support operational efficiency, customer growth, and the overall success of EDRAY's Destination Management operations.
ESSENTIAL DUTIES AND RESPONSIBILITIESThe essential functions include, but are not limited to the following:
- Lead, mentor, and develop a team of Logistics Analysts in delivering exceptional customer service and meeting established performance expectations. Foster a positive, collaborative, and accountable team environment that encourages professional growth and continuous improvement.
- Oversee the management of multiple Destination Management customer accounts, ensuring customer needs are met, service expectations are maintained, and opportunities for improvement are identified and addressed.
- Develop and implement strategies to strengthen long-term customer relationships, support customer retention, and identify opportunities for account growth, including upselling and cross-selling.
- Maintain awareness of technological advancements and industry developments relevant to Destination Management operations. Leverage available technology, systems, and tools to improve efficiency, reporting, data analysis, and the overall customer experience.
- Promote clear and effective communication within the team and across departments. Ensure customer requests, operational concerns, and relevant information are communicated appropriately and addressed in a timely manner.
- Analyze customer account performance using operational metrics, historical data, reporting, and key performance indicators to identify trends, performance gaps, and opportunities for improvement.
- Develop customer action plans and provide performance updates, recommendations, and progress reports to management.
- Identify training and development needs within the team and coordinate appropriate coaching, training, and professional development opportunities to strengthen operational knowledge, customer account management capabilities, and technology proficiency.
- Collaborate with team members and internal stakeholders to address and resolve complex customer issues promptly and professionally, balancing customer needs with company objectives.
- Continuously evaluate and refine customer account management processes, identifying opportunities to streamline operations, improve consistency, and enhance the overall customer experience.
MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)- Minimum of 5-7 years of experience in supply chain management, logistics, or a related field.
- Comprehensive knowledge of logistics and supply chain management principles, operations, and relevant industry trends.
- Strong technological proficiency and demonstrated ability to leverage software, reporting tools, and other resources to improve operational efficiency and customer experience.
- Excellent written and verbal communication skills, including the ability to collaborate effectively with customers, team members, and internal stakeholders.
- Ability to develop and deliver presentations, communicate performance results, and present recommendations to internal and external audiences.
- Understanding of business strategy and the ability to align operational decisions and initiatives with company objectives, culture, and organizational goals.
- Demonstrated ability to analyze operational data, evaluate performance, and use findings to make informed decisions and drive improvements.
- Strong proficiency with Microsoft Office products, including Excel, Word, PowerPoint, and Outlook.
Desired Skills/Experience:
- Demonstrated success in driving customer satisfaction, retention, and account growth.
- Experience leading, mentoring, or developing teams in a logistics, supply chain, or customer account management environment.
- Experience overseeing multiple customer accounts and balancing competing operational and customer priorities.
- Experience developing and implementing strategies to improve customer relationships, service delivery, and account performance.
- Experience analyzing operational metrics, customer performance data, and key performance indicators to identify opportunities for improvement.
- Experience implementing or supporting technology solutions, process improvements, or operational initiatives that enhance efficiency and customer experience.
- Experience collaborating across departments to resolve complex customer issues and support organizational objectives.
- Bachelor's degree in a relevant field is preferred but not mandatory.
Soft Skills:
- Strong leadership and team development capabilities.
- Highly organized and adaptable.
- Strong sense of ownership and accountability.
- Proactive and forward-thinking.
- Confident and effective communicator.
- Strong analytical judgment and problem-solving skills.
- Collaborative and relationship-oriented.
- Comfortable navigating competing priorities and complex customer situations.
- Able to motivate
PHYSICAL DEMANDS AND WORK ENVIRONMENTThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made.
- Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.
- Frequently required to sit; occasionally required to stand and walk
- Occasionally required to reach with hands and arms
- Frequently required to talk or hear
- Occasionally required to bend, twist, or climb. Moderate concentration/intensity, which includes prolonged mental effort with limited opportunity for breaks.
- Average memory, taking into consideration the amount and type of information.
- Moderate level of complexity for decision making. Average time pressure of decision making.
- The noise level in the work environment is usually moderate
NOTEThis job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
