Description
We are seeking a Client Program Manager (CPM) to focus on account level value creation via proactive solution providing and regional service delivery towards customers.
Key Responsibilities
- Deliver account level value creation to meet and exceed pre-defined targets per customer in the region
- Drive Customer KPI and ensure No detractor in NPS survey or No negative feedback overall
- Create values to customers via customer specific supply chain optimization projects
- Support delivering global business plans
- Spot local opportunities to contribute to total growth
- Collaborate and support other members of the global account team to assure desired performance and service level
- Conduct periodic reviews with customers to ensure internal performance is reflected in customer satisfaction
- Lead improvement projects and drive results
- Participate in the Program Management community
- Support other Program Managers to enhance performance for their accounts by sharing best practices, joining review meetings, and/or covering during absence
Service Delivery and Customer Satisfaction
- Maintain and improve customer satisfaction levels (NPS)
- Ensure internal KPIs are aligned with customer agreed KPIs
- Support the development of Global and Regional standards and IOPs
- Ensure all SOP/IOP(s) are adhered to and shortfalls are corrected on priority
- Host and engage in regular customer service calls with overseas branches
- Support commercial teams with enquiries and expertise
- Implement and verify implementation of cost reduction projects
Productivity and Profitability
- Support establishing a productivity baseline for the account
- Support establishing a profitability baseline for the account on GP
- Review operational processes and validate possibilities of productivity improvement
- Ensure the account perspective is communicated to the operational community
- Establish procedures to minimize Maersk SCM exposure to risk
- Represent the account(s) during additional business implementations
People Development
- Ensure a baseline with FTE visibility and team structure
- Ensure a plan setup for on-boarding, training, and development of the operations team
- Be involved in objective setting and performance management of the operational team
- Ensure to manage the team by providing recognition and feedback pro-actively
Collaboration and Community Development
- Engage with Commercial and Operational experts on Global/Regional/Cluster level
- Participate in area/regional Program Management meetings, calls, and share best practices
- Take ownership of customer-initiated projects and ensure internal resourcing is appropriate
Requirements
- Bachelor's degree or equivalent in business or related field
- 5+ years relevant experience with a proven track record
- Excellent English in written and verbal communication skills
- Ability to thrive in a fast-paced environment
- Clear logic thinking with clear data presentation
- Proven communication and influence skills
- Proven verbal, writing, and presentation skills
- Can work with multiple tasks within timeline
- Good time management skills and high sense of urgency
- Good customer-facing experience
- Creative for problem-solving and process improvement
- Ability to analyze big data
- Ability to work in a matrix organization and influence decision-makers