The Regional Account Manager (RAM) acts as the primary interface between assigned strategic accounts and Morrison Express's internal teams across the region. The role is responsible for developing and growing strategic customer relationships, translating customer requirements into effective operational execution, and ensuring consistent, high-quality service delivery, SOP compliance, and KPI performance.
Working closely with the Global Account Manager (GAM), operations, product, and regional teams, the RAM balances commercial growth with day-to-day service excellence — identifying new business opportunities and driving account strategy, while ensuring customer requirements are reliably executed — to achieve customer satisfaction, revenue, and profitability targets.
KEY RESPONSIBILITIES
Client Relationship & Account Management Build and maintain strong relationships with assigned strategic accounts. Support the GAM in ensuring customer satisfaction across the region, using customer feedback to drive continuous improvement in the customer experience, and proactively resolving issues in the first instance.
Business Development, Strategic Planning & Commercial Support Identify new business opportunities and develop account growth strategies; collaborate with the GAM on pricing and QBR (Quarterly Business Review) preparation, and provide market updates/research to the customer, in order to drive regional revenue and profitability.
Operations Coordination & Service Delivery Monitor shipment status and service delivery across the region through daily/monthly reports; coordinate day-to-day pick-up, booking, and delivery arrangements with origin/destination offices; update tracking systems and maintain data integrity across all service scopes.
SOP, Process Governance & Solution Development Develop and maintain SOPs for the region and local offices, ensuring consistency across all service scopes; align with Local Account Managers (LAMs) on new requirements or policies; lead project management and solution development to meet evolving customer needs.
KPI Compliance & Reporting Collect data and track daily/weekly/monthly KPIs; submit timely reports to the GAM and/or customer; proactively flag potential service issues; prepare regional performance updates for stakeholder review.
Cross-Functional & Cross-Time-Zone Coordination Act as a liaison across regional offices and internal teams (sales, operations, product). Participate in early-morning, evening, or overnight calls/meetings with overseas customers and teams as required (e.g., aligning with other Regional Account Managers and the customer across time zones)
ESSENTIAL JOB QUALIFICATIONS
Education/Technical Skills
Bachelor's degree or above in Business Administration, Logistics, Supply Chain Management, International Trade, Engineering, or a related discipline (or equivalent practical experience).
Strong command of both written and spoken English and Chinese, with effective communication skills for collaboration across Asia-Pacific, Americas, and Europe offices.
Proficient in Microsoft Office (Excel, PowerPoint, Word, Outlook), with solid experience preparing reports and tracking data.
Strong presentation, negotiation, and stakeholder management skills.
Knowledge/Work Experience
8+ years of experience in freight forwarding account management with strategic or global account management experience highly preferred.
Experience serving semiconductor, electronics, high-tech manufacturing, or industrial customers is a plus; experience on a Key Account Management (KAM) team is also a plus.
Proven track record in business development, account growth, and customer relationship management.
Experience working in a regional or global organization with cross-functional, cross-cultural teams.
Strong commercial acumen with the ability to balance revenue growth, profitability, and customer satisfaction.
Key Behavioral Competencies
Customer-centric mindset with strong relationship-building capabilities and a service-oriented attitude.
Strong business development, sales, and commercial negotiation skills.
Excellent, fluent communication and influencing skills across all organizational levels.
Strategic thinker with strong analytical and problem-solving abilities; resourceful and independent.
Proactive and results-oriented, capable of driving initiatives and projects independently.
Strong planning, organizational, and project management skills.
Effective collaborator able to work across regions and functions.
Adaptable and able to thrive in a fast-paced, dynamic global environment.
