Region Customer Program Manager

• Service delivery and customer satisfaction
• Maintain and improve customer satisfaction levels (NPS and/or customer KPI)
• Maintain and improve internal measurement and visibility of operational performance.
• Ensure internal KPIs are aligned with customer agreed KPIs and that there is one data set globally that reflects the customer experiences and internal performance.
• Be the Account ‘point-of-contact’ and ‘go-to’ person for operations and service escalations
• Ensure all SOP/IOP(s) are adhered to and shortfalls are corrected on priority
• Lead/drive service improvement initiatives including providing guidance/solutions to customer services at countries/areas.
• Lead or co-lead new/ additional business implementations along with the implementation team.

Productivity and Profitability

• Ownership of total account gross profit within assigned geographies.
• Responsible to drive end-to-end account productivity. Deploy efficiency gain initiatives to further drive optimal cost to serve for the assigned accounts.

Leadership and People Development

• Ensure to have a baseline with FTE visibility and team structure
• Set up a plan for on-boarding, training and development (SOP quiz/certification) of customer service teams.
• Establish and maintain a good succession plan in place in collaboration with CS managers.
• Be involved in objective setting & performance management of customer service team
• Exercise leading without authority in approaching and managing service delivery via area/country CS.

Collaboration & community development

• Engage with Key Customer Manager (KCM) in sale organization to jointly lead business growth and development through co-creation of value proposition, response to customer needs and inquiries etc.
• Initiate area / regional Program Management meetings, calls and share best practices proactively
• Take ownership of customer-initiated projects and ensure internal resourcing is appropriate to execute within the agreed timeline
• Establish risk management procedure associated with compliance and HSSE standards for the account through collaboration with other functions.