Region Customer Program Manager
Maersk -
Dubai, United Arab EmiratesPosted 4 years ago120People have clicked1 open position
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Job Description
- 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.
Job Requirements
- Bachelor/Master’s degree preferably in Business/Logistics/Engineering
- 5+ years relevant experience with a proven track record in customer service management
- Understanding and passion for driving Service Excellence in the business
- 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 complexity, improvement lean tools.
- Excellent communication and influence skills
- Being a team member supporting the global/regional/country teams proactively
- Ability to build strong effective networks
- Strong analytical skills will not be obligatory but preferred.