Client Program Manager

Manages a regional portfolio of projects that both add value and create

competitive advantage for our clients’ business, whilst driving

additional revenue streams into the organization.

Purpose & general responsibilities of the position:

The Client Program Manager (CPM) is focusing on account level value creation via proactive solution providing and the regional service delivery towards the customer(s):

• The CPM is accountable for delivery of account level value creation to meet and exceed pre-defined targets per customers in the region and owns the Optimization in the regional operational teams.
• Driving Customer KPI and ensure No detractor in NPS survey or No negative feedback overall.
• Create values to customers via customer specific supply chain optimization project
• Support to deliver global business plan
• Spot any local opportunities to contribute the total growth
• The CPM must collaborate and support other members of the global account team to assure desired performance and service level.
• Conduct periodic reviews with customer(s) to ensure internal performance is reflected in customer satisfaction.
• Lead improvement projects and drive for result.
• Participate in the Program Management community.
• Support other Program Managers to enhance the performance for their accounts by sharing best practices, joining review meetings and/or covering during absence.

Specific responsibilities of the position:

Service delivery and customer satisfaction

• Maintain and improve customer satisfaction levels (NPS)
• Ensure internal KPIs are aligned with customer agreed KPIs and that there is one data set globally that reflects the customer and internal performance with regard to KPIs and other statistics (volume)
• 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 the commercial teams with enquiries and expertise into these areas
• Implement and verify implementation of cost reduction projects in the Maersk SCM delivery and support cost reduction projects in the customer supply chain

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 against service delivery level and drive improvements accordingly
• Ensure the account perspective is communicated to the operational community
• Establish procedures that will minimize Maersk SCM exposure to risk associated with compliance, trade controls and HSSE
• Represent the account(s) during additional business implementations along with the implementation team and/or leading the implementation

People Development

• Ensure to have a baseline with FTE visibility and team structure
• Ensure a plan setup for on-boarding, training and development (SOP quiz/certification) of the operations team
• Be involved in objective setting & performance management of the operational team
• Ensure to manage team also by providing recognition & feedback pro-actively

Collaboration & community development

• Engage with Commercial and Operational experts on Global/Regional/Cluster level to explore new developments servicing the changes in customer demand
• Participate in area / regional Program Management meetings, calls and share best practices pro0actively
• Take ownership of customer-initiated projects and ensure internal resourcing is appropriate to execute within the agreed timeline

Measurement / success criteria of the position:

• Customs Satisfaction Survey score (NPS)            
• Service delivery KPI’s
• Value Creation to Customer
• Spot any opportunities to contribute the total growth
• Optimize Business Profitability
• Cost reduction
• Productivity improvement

Specific requirements for the position:

• EducationBachelor's degree or equivalent in business or related field
• Experience5 + years relevant experience with a proven track record.
• LanguageThe position requires excellent English in written and verbal communication skills
• RequirementsCan work under high pressureClear logic thinking with clear data presentationExcellent communication and influence skillsOutstanding verbal, writing and presentation skillsCan work with multiple tasks within timeline.Good time management skills and high sense of urgencyHave good customer facing experience, be polite, respect others and leave space to customers.Be creative for problem solving and process improvement.Be able to analyze big data.Ability to work in a matrix organization and influence decision makersProven and sustained track record of delivery, with focus on driving results through othersExperience of working with wide variety of complex operational and commercial challengesExposure and understanding of Business Improvement / Lean toolsAbility to interface with local and regional management teamsBeing a team member supporting the global/regional/country teams proactivelyAbility to build strong effective networksKnowledge of risk management with the ability to identify activities

Learning opportunities in the position:

• Provide large opportunities for supply chain logistics management learning.
• Provide large opportunities for carrier/warehouse/overseas service management and client relationship management learning.
• Provide opportunities to involve in senior management decisions.
• Provide chances for finance knowledge learning related to P/L.
• Provide opportunities for people management and leadership training.
• Provide opportunities to develop project handling skills through customer projects.
• Understand different culture background in a multi-national environmen

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law.
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