Customer Program Manager

Accountabilities:

External

1.To overall supervise and oversee the performance of the assigned accounts, an escalation contact to customer for critical emergency management beyond the regular business executions.

2.Be consultive to the customer in the areas of process optimization, supply chain design, network enhancement and cost saving opportunity…etc.

3.To work on capacity & forecast within DHL controllable limits and plan for contingency (focus on lane pair/station level upgrading but not transactional shipment level)

4.Participate & ensure regional/global MBR/QBR materials (part related to product) can be demonstrated with the actual business situations (indications not limits to DGF but also customer, vendor and supplier, sub-contractor…etc.)

5.To communicate, develop and implement new rules/regulations, processes and solution/improvement plan to customers for maintaining the exceeding service standard.

6.Higher level of escalation management, gatekeeper of the product for the overall DGF service failures recovery (coordination among the corresponding action owners and monitor the execution)

7.Support on the ad-hoc, force majeure situation handling with customers

8.Support on new/expanded business and customer projects

Internal

1.To assist commercial, product in analyzing figures to support decision/adjustment on the service commitment to customers.

2. To communicate with corresponding stakeholders to understand the customers’ KPI/Capacity/Operational requirements & needs fulfilment in daily operation in accordance to SOP/DHL’s commitment

3.To identify the issues/escalations and drive the resolution in a proactive and effective way in the meanwhile DGF interest are well protected.

4.To be responsible for team performance evaluation, constantly motivate and encourage staffs to outperform the assigned tasks and drive for high department values.

5.Manage the allocation of appropriate resources and commitment of staff to the achievement of product and company objectives and targets

Finance & Projects

1.FICO: Work with FICO dept. to facilitate account special requirement & ensure related items been processed on time.

2.IT :Work with IT to ensure customers’ special EDI/program can be achieved.

People Management

1. Be able to demonstrate ability to influence decisions/actions through provision of value added inputs into the organization's business processes

2.Develop IKOs/KPIs with team members and monitor individual performance.

3. Lead & Inspire the team to achieve success for both company & customer

4.Provide coaching / training to team staffs for talent pool cultivation

Requirements:

1.Bachelor degree & equivalent

2.Over 6~8 years of customer service/operation/product experience preferably in the Freight Forwarding and logistics industry

3.Managerial experience preferred or at least 2-3 yrs. managing a team of 5+ personnel

4.In-depth knowledge of AFR, OFR product, forwarding and logistics/supply chain

5.Good understanding of organization structure & services offering

6.Good knowledge of EDI data flows, logistics management applications

7.Tactical thinking of logistic operations

8.Good knowledge on industry best practices (Logistics/Supply Chain)

9.Good knowledge of Performance Management concepts

10.Excellent knowledge on Process Improvement concepts

11.Strong leadership skills

12.Strong communicative, analytical and administrative skills

13.Strong staff coaching, motivation and development skills

14.Strong change management skills

15.Excellent presentation skill

16.Excellent organization/facilitation/negotiation skill

17.Ability to prioritize tasks

18.Regional Asia Pacific exposure preferred

19.Excellent interpersonal and social skills – across cultural boundaries

20.Fluent spoken and written English