Head of Relationship

Ninja Va; Pateros; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Ninja Va in the Philippines seeks a Head of Relationship to oversee VIP accounts, monitor performance, and ensure contractual KPIs are met. This role serves as a high-level escalation point for resolving complex issues.

You will lead the Partnerships/Relationship Sales Team, drive cross-selling initiatives, and coordinate with Sales and Operations to grow the business while maintaining service excellence. Strong data analysis, leadership, and logistics experience are required.

Qualifications

• 5-8 years of experience in Account Management, Relationship Management, or Stakeholder Management.
• Background in logistics, supply chain, e-commerce, retail, or freight operations is preferred.
• Strong knowledge of e-commerce and/or social commerce.
• Comfortable with data analysis, spreadsheets, and performance metrics.
• Strong leadership, communication, and collaboration skills in a fast-paced environment.

Responsibilities

• Build and maintain strong relationships with VIP accounts and understand their shipment needs.
• Manage day-to-day shipper operations including booking, pickup coordination, delivery monitoring, and issue resolution.
• Ensure shipments meet SLAs, SOPs, lead times and quality standards.
• Lead the Partnerships/Relationship Sales Team and align KPI and productivity.
• Drive growth through cross-selling and upselling within existing customers.
• Develop go-to-market initiatives with Sales and Operations teams.
• Monitor metrics such as volume, ASP, revenue, and service performance; report to Unit Head.
• Oversee account performance including shipment flow, billing, claims, and concerns.
• Monitor market trends to support strategic decisions.
• Coach and develop Account Managers and Account Executives.

Skills

Account management

Leadership

Data analysis

Communication

Tools

Excel

Job description

The Head of Relationship is responsible for providing exceptional support to the assigned VIP accounts under the Unit. He or she is expected to monitor the accounts' overall performance and operational health to ensure that the desired contractual and commercial KPIs are met. This role will serve as a high-level escalation point for associates in handling and resolving more complex issues or concerns.

Key Responsibilities

• Build and maintain strong relationships with existing VIP accounts by developing a deep understanding of their shipment handling and business needs.

• Manage day-to-day shipper operations including booking, pickup coordination, delivery monitoring, and issue resolution.

• Ensure shipments meet agreed SLAs, SOPs, lead times, and quality standards.

• Lead and manage the Partnerships/Relationship Sales Team, ensuring productivity, sales activities, and KPI alignment.

• Drive business growth through cross-selling and upselling opportunities within the existing customer portfolio.

• Develop and execute partnership, business development, and go-to-market initiatives in coordination with Sales and Operations teams.

• Monitor key business metrics such as volume, ASP, revenue, and service performance; provide regular reports and updates to the Unit Head.

• Manage overall account performance, including shipment flow, billing, claims, and operational concerns.

• Monitor market trends and competitor activity to support strategic decision-making.

• Coach and develop Account Managers and Account Executives through regular performance and alignment sessions.

Qualifications

• 5-8 years of experience in Account Management, Relationship Management, or Stakeholder Management.

• Background in logistics, supply chain, e-commerce, retail, or freight operations is preferred.

• Strong knowledge of e-commerce and/or social commerce.

• Comfortable with data analysis, spreadsheets, and performance metrics.

• Strong leadership, communication, and collaboration skills in a fast-paced environment.