Client Program Manager

What we offer

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.

Key Responsibility

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

We are looking for

Education

Bachelor's degree or equivalent in business or related field

Experience

5 + years relevant experience with a proven track record.

Language

The position requires excellent English in written and verbal communication skills

Able 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

Have 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 makers

Proven and sustained track record of delivery, with focus on driving results through others

Experience of working with wide variety of complex operational and commercial challenges

Exposure and understanding of Business Improvement / Lean tools

Ability to interface with local and regional management teams

Being a team member supporting the global/regional/country teams proactively

Ability to build strong effective networks

Knowledge of risk management with the ability to identify activities

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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