Control Tower Lead: Logistics, KPIs & Customer Experience

Scan Global Logistics Limited; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Job summary

Scan Global Logistics Limited in Hong Kong is seeking a seasoned Control Tower Manager to lead the HK Control Tower, ensure high-quality service delivery for key accounts, and drive governance, KPI performance and continuous improvement. You will manage a local team, coordinate across functions, and onboard new customers while optimizing processes and offshoring tasks where appropriate to SSC Manila.

Fluency in English and Mandarin, plus strong analytical and leadership skills, are essential to

Qualifications

• 5+ years of experience in Customer Service, Control Tower, Program Management or Operational Key Account Management in global freight forwarding, with supervisory or team-leading experience.
• Solid knowledge of international air and sea freight forwarding and end-to-end logistics processes; experience with Hi-Tech, FMCG, Fashion or Retail customers is an advantage.
• Strong customer management, stakeholder management and escalation-handling capability.
• Excellent MS Excel skills, including pivot tables, charts and data analysis for KPI and performance reporting.

Responsibilities

• Lead the Hong Kong Control Tower team and take overall accountability for service delivery, customer experience, operational governance and performance of assigned key accounts.
• Develop and maintain strong relationships with key clients, acting as the senior escalation point for operational and service matters and understanding customer objectives, requirements and challenges.
• Own account governance, operational SOPs and KPI frameworks; ensure shipment management and service delivery are aligned with agreed customer requirements across the SGL network.
• Track and analyze KPIs, data quality, service failures, invoicing accuracy and business trends; provide regular performance reports, business reviews and improvement plans to customers and internal management.
• Coordinate with Sales, Product, Operations, Finance, IT, overseas offices and customer-appointed partners to ensure seamless end-to-end service delivery and timely resolution of issues.
• Lead implementation and onboarding of new Control Tower customers, including process mapping, SOP setup, reporting requirements, system/visibility requirements and stakeholder alignment.
• Review existing procedures and establish new processes for continuous improvement, productivity, automation and standardization, including appropriate offshoring of tasks to SSC Manila.
• Manage team workload, priorities, coaching, training and performance; ensure sufficient coverage and clear accountability within the Control Tower function.
• Identify operational risks and recurring service gaps, drive root-cause analysis and corrective/preventive actions and elevate material issues to senior management when required.
• Support account development by identifying opportunities for service enhancement, retention, upselling or cross-selling in cooperation with commercial teams.

Skills

Customer service management

Stakeholder management

Analytical thinking

Problem-solving

Communication

Tools

axsFreight/AS400/TMFF/Basware/ScanView/ScanOMS

Job description

Scan Global Logistics Limited in Hong Kong is seeking a seasoned Control Tower Manager to lead the HK Control Tower, ensure high-quality service delivery for key accounts, and drive governance, KPI performance and continuous improvement. You will manage a local team, coordinate across functions, and onboard new customers while optimizing processes and offshoring tasks where appropriate to SSC Manila.

Fluency in English and Mandarin, plus strong analytical and leadership skills, are essential to