Manager - Air Freight

To lead and oversee company's air freight operations, ensuring efficient, compliant, and cost-effective handling of air cargo shipments. This role is instrumental in shaping operational strategies, optimizing end-to-end workflows, and maintaining strong relationships with stakeholders including airlines, customers, and internal departments. The Air Freight Manager plays a key leadership role, driving operational performance, ensuring customer satisfaction, and aligning air freight operations with company's strategic direction to support overall business growth.

Key Responsibilities

1. Leadership and Team Management

- Lead the air freight operations team in line with the company's values and strategic goals.
- Mentor and develop team members, fostering a performance-driven and accountable culture.
- Conduct regular performance evaluations and set clear, measurable objectives.
- Ensure appropriate staffing, employee development, and high engagement levels.
- Regularly communicate business performance, changes, and team priorities.

2. Air Freight Operations

- Manage end-to-end operations for export and import air freight, including general cargo, express, and special cargo.
- Ensure all processes comply with aviation regulations, airline requirements, and customs laws.
- Maintain and update Standard Operating Procedures (SOPs) to ensure consistency and efficiency.
- Oversee cargo bookings, documentation, customs coordination, handling, and last-mile delivery.
- Monitor operational KPIs such as transit time, freight costs, and shipment accuracy.
- Identify and implement improvement opportunities to streamline air operations and reduce costs.

3. Customer Service and Relationship Management

- Act as the key escalation point for critical air freight customer issues, ensuring swift and effective resolution.
- Develop and maintain strong customer relationships, understanding and anticipating their evolving needs.
- Collaborate with Sales, Business Development, and Customer Service teams to ensure service delivery excellence.
- Track customer satisfaction levels and continuously work to improve service standards.

4. Strategic and Financial Management

- Translate air freight strategies into actionable objectives for the team.
- Manage budgets and resources efficiently to meet cost targets without compromising quality.
- Collaborate with Finance for billing accuracy, credit management, and profitability monitoring.
- Contribute to long‑term planning and strategy development for the air freight vertical.

5. Carrier and Vendor Management

- Build and maintain strong relationships with airlines, ground handling agents, GSSAs, and freight terminals.
- Negotiate and review contracts, service agreements, and space allocations with carriers.
- Support the Pricing Desk with up-to-date airfreight rates, capacity forecasts, and market insights.
- Monitor carrier performance and take corrective action when required.

6. Performance Management and Reporting

- Define KPIs for the air freight team, aligned with operational and strategic goals.
- Prepare and present detailed performance reports to senior management.
- Analyze market trends, customer feedback, and competitor benchmarks to enhance operations.
- Drive adoption of data‑driven decision‑making across the air freight function.

Key Performance Indicators (KPIs)

- On‑Time Performance: Timely cargo uplift and delivery.
- Operational Accuracy: Correct documentation, booking, and customs compliance.
- Customer Satisfaction: High NPS scores and retention.
- Cost Efficiency: Budget adherence and optimized air freight costs.
- Carrier Performance: Space utilization, service reliability, and cost‑effectiveness.
- Process Improvement: Implementation and impact of efficiency initiatives and SOP compliance.

Key Interactions

External

Internal

Sales, Pricing Desk, Finance, Customs Clearance, Country MD, Global Air Freight Team.

Education Requirements

Bachelor’s Degree in Logistics, Supply Chain, Aviation, or related field.

Professional certifications in air freight, IATA, or Dangerous Goods handling are a plus.

Background and Experience

- Minimum 7 years of air freight operations experience, with 3+ years in a managerial capacity.
- Experience handling general cargo, perishables, pharma, and high‑value shipments.
- Proven ability to manage carrier relationships, space planning, and rate negotiations.
- Proficient in ERP and air cargo systems—CargoWise One preferred.

Competencies and Skills

Core Competencies

- Leadership: Inspires, directs, and grows high‑performing teams.
- Customer Focus: Maintains strong service standards and proactive communication.
- Operational Expertise: Detail‑oriented, hands‑on, and process‑focused.
- Strategic Mindset: Plans long‑term, adapts to changing market needs.
- Problem Solver: Addresses challenges with poise and practical solutions.
- Technical Proficiency: Strong command of ERP systems (CargoWise One), digital tools, and MS Office.

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