(HQ) Regional Account Manager (VIP Accounts)

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
1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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)