Alistair Group is one of East and Southern Africa's fastest growing service companies, providing a variety of self-delivered logistics solutions across several geographies, aimed with the vision to Make Africa Work Better! With core competencies in road freight, warehousing, commodity trading and operational hire of material handling equipment, the Group strives for continuous expansion of innovative ancillary services to grow the business vertically, complimented by a healthy dose of entrepreneurial flair. The business has gone from strength to strength, growing quickly in both its geographical coverage and variety of services offered to clients. In 2024, the Group exceeded the 1000 employee mark, and managed a fleet of well over 1000 trucks. With Alistair's aggressive and exciting growth strategy, the Group is poised for significant further expansion and a greater impact in Africa.
Core Services:ForwardingCustoms & ClearanceEnergy Industry Support ServicesEquipment RentalCommodity TradingIntegrated SolutionsWarehousingOcean FreightIndustries:MiningOil & GasAgricultureConstructionExplosivesRenewablesMission:To make Africa work better
Company Values:Customer Focus, Continual Improvement, Honesty, Humility, and Safety.
Accountabilities & Responsibility Areas:As Head of Forwarding, you will be responsible for leading and developing the forwarding division, ensuring an exemplary customer experience, whilst driving operational excellence, profit growth and strategic expansion of the company's forwarding services across all modes of transport. The role combines strategic leadership with extensive operational expertise to drive business growth, while maintaining service quality, and ensuring strategic alignment of all service lines to keep the customer at top of mind in all internal and external interactions.
Strategic Leadership:Develop and execute a comprehensive forwarding strategy aligned with company objectivesDrive business growth through new service development and market expansionIdentify and pursue strategic partnershipsDevelop and implement comprehensive client experience strategies across all service lines (freight forwarding, warehousing, customs clearance, last mile delivery) and across all geographical areas of operation.Define and maintain service level agreements (SLA's) and key performance indicators (KPI's)Create and oversee the execution of client journey maps to identify pain points and opportunitiesKeeping up-to-date with industry trends and best practices in customer experience managementMeasuring and reporting on key performance indicators related to customer experienceCustomer Experience:Establish and maintain strategic relationships with key enterprise clientsEnsure high levels of customer satisfactionDrive service innovation based on customer needsResolve high-level customer escalationsLead business reviews with major accountsDevelop escalation protocols and personally manage critical client issuesDrive proactive communication strategies during supply chain disruptionsService Integration:Ensure seamless integration of various logistics services for customersCoordinate with different service line heads (ocean freight, road freight, warehousing and customs and clearance) to optimize service deliveryImplement end-to-end visibility solution for customers across all service touchpointsRevenue and Profitability Management:Develop and manage the division budget and P&L responsibilityDrive profitability through effective yield managementWith the various service line heads, develop and implement pricing strategies that align with customer experience qualityIdentify opportunities for upselling and cross-selling through improved customer journey mappingAnalyze customer acquisition cost and lifetime value to optimize profitabilityLead initiatives to reduce customer service costs while maintaining service excellencePartner with Finance to develop ROI models for customer experience investmentsOperations Management:Oversee all customer facing activity relating to all forwarding operations, including ocean and land freight, warehousing and customs clearanceOversee end-to-end operational delivery of customer solutions across freight forwarding (road and ocean), warehouse operations, customs and clearance, and last mile deliveryLead capacity planning and resource allocation across service linesMonitor and optimize operational costs while maintaining service qualityCoordinate contingency planning and business continuity measuresDrive operational technology implementations and improvementsTeam Leadership:Foster collaboration between account management, operations and commercial teamsData Analytics & Reporting:Establish client experience metrics and reporting frameworksMonitor and analyze client satisfaction scores, retention rates and growth metricsProvide reports to the senior management team on customer experience performanceUse data analytics to identify trends and improvement opportunitiesProcess Improvement:Implement and optimize customer feedback mechanismsLead continuous improvement initiatives based on customer insightsDevelop standardized operating procedures for customer engagementCross-functional Collaboration:Establish and lead cross-functional teams for major customer implementationsCoordinate with department heads to ensure aligned service deliveryDevelop collaborative workflows between service lines to prevent silosSkills & Qualifications:Relevant Degree and Postgraduate qualification in Business Management, Supply Chain Management or Logistics10 years' successful track record in a commercial, business development or logistics / supply chain managementProven track record in managing large, complex client relationshipsExperience in the Logistics Industry / Supply Chain Management / Mining & MineralsWork experience in Sub-Saharan Africa. Asia exposure is highly advantageousKey competencies: Product Knowledge, Communication, Leadership, Relationship building & Problem-solving skillsBy completing your details and clicking "Submit Application" you consent to Alistair Group processing your personal information in accordance with our Privacy Policy.
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