Agency Manager - Madagascar

The Agency Manager is responsible for leading and developing the client's operations in Madagascar, ensuring the business operates in a sustainable, compliant, customer-focused, and profitable manner. The role is responsible for the day-to-day management of the agency, overseeing operational performance, commercial development, customer relationships, financial performance, and regulatory compliance, while ensuring alignment with group standards and objectives. Working closely with regional leadership, the Agency Manager will play a key role in strengthening the company's market presence, growing revenue, and delivering exceptional service to customers. Key Responsibilities 1. Business Performance & Commercial Growth

Manage the overall performance and profitability of the Madagascar agency.

Support the achievement of revenue, gross profit, and operational targets.

Develop and implement local business plans aligned with regional objectives.

Identify opportunities to grow existing business and secure new customers.

Monitor pricing, margins, operational costs, and working capital.

Build strong relationships with customers, principals, shipping lines, suppliers, and strategic partners.

Support tenders, quotations, and commercial proposals.

2. Operations & Service Delivery

Oversee all day-to-day freight forwarding, shipping, logistics, and agency operations.

Ensure efficient, compliant, and customer-focused service delivery.

Monitor operational KPIs and implement continuous improvement initiatives.

Ensure compliance with local customs regulations, shipping regulations, and company procedures.

Manage supplier and subcontractor performance.

Ensure effective use of company ERP and operational systems.

Resolve operational challenges quickly and effectively.

3. Team Leadership

Lead and develop the local agency team.

Set objectives, monitor performance, and provide coaching and development.

Foster a culture of accountability, teamwork, customer service, and continuous improvement.

Assist with recruitment, succession planning, and employee development.

Promote safe working practices and compliance with company policies.

4. Customer & Stakeholder Management

Build and maintain strong relationships with customers and key accounts.

Act as the primary point of contact for customer escalations.

Develop relationships with customs authorities, port authorities, government agencies, and regulatory bodies.

Work closely with regional management to implement strategic initiatives.

Represent the company professionally within the Madagascar market.

Qualifications & Experience

French Speaker

Minimum 5 8 years' experience within freight forwarding, shipping, logistics, or clearing & forwarding.

Previous experience as an Agency Manager, Branch Manager, Operations Manager, Shipping Manager, Freight Forwarding Manager, or similar leadership role.

Good understanding of freight forwarding, customs clearance, shipping agency operations, import/export processes, and logistics services.

Experience managing operational teams and customer relationships.

Exposure to budgeting, financial reporting, and operational performance management.

Bachelor's Degree or Diploma in Logistics, Supply Chain, Business, or a related discipline is preferred.

Experience working within Africa or other emerging markets would be advantageous.

French language proficiency is essential.

Key Competencies

Strong operational leadership

Customer-focused mindset

Commercial awareness

Financial and business acumen

Excellent organisational and planning skills

Strong people management and coaching ability

Problem-solving and decision-making skills

Relationship building and stakeholder management

High levels of integrity and accountability

Excellent communication and negotiation skills

Continuous improvement mindset