Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.
We are looking for a Client Program Manager to be part of the customer program management (CPM) team to deliver real values to key accounts through deep supply chain understanding, collaborating across geographies as one efficient global team.
We offer
With Maersk, you can take advantage of a unique variety of experiences that only a truly global logistics company can bring. There are huge personal and professional benefits to working in a diverse, international operation. The scale of our supply chains requires an incredible amount of coordination and planning across multiple countries and continents. Bigger, more complex challenges give you the chance to develop and grow faster, but also learn new skills from different teams all around the world.
Key responsibilities
You will be reporting to the Client Program Director, and be assigned to support our prestige key accounts in the lifestyle / apparel sector, and be responsible for:
Customer experience and Growth – 50%
- Be accountable for optimization and service delivery with customer(s)
- Build and maintain relationship with customer(s) at regional and global level
- Build an account program plan, optimization strategy, priorities and share them regularly with customer(s)
- Conduct regular periodical review with customer(s) to ensure optimization and internal performance is reflected in customer’s satisfaction
- Acquire and win promoter scores consistently from customer(s)
- Understand impact of customer agreements on internal KPIs and align customer’s KPI and targets of global E2E process with internal stakeholders.
- Develop, configure and implement customer dashboards that satisfies customer’s current and future demand
- Be the Key Account’s ‘point of contact’ and ‘go to’ person for global/regional operational/optimization matters and escalations
- Understand customer’s needs and priorities and keep stakeholder mapping up to date
- Engage and influence internal stakeholders at all levels and champion the needs of customer(s)
- Establish appropriate KPI and targets and publish them regularly
- Host regular performance calls with Customer Experience teams and call for actions
- Understand business risks and ensure BCP is in place where cargo, financial and EDI flows are taken place
- Collaborate and support other members of the global account team to assure desired performance and service level
- Understand customer’s supply chain pain points and jointly develop value proposition/solutions for customer(s)
- Create values to customer(s) by optimizing customer’s supply chain and turn them into growth opportunities
- Keep track of customer’s volume trend, revenue and make full year estimates
Transformation – 20%
- Drive optimization of global E2E process cross functions and geographies and capture Lessons Learned
- Become an ‘Operational Excellence’ ambassador and encourage Customer Experience teams to apply best practices.
- Establish a baseline of team structure, process and manpower visibility.
- LEAN process by applying automation, elimination, simplification and standardization.
Thriving Team – 30%
- Motivate Customer Experience teams with customers’ vision and priorities.
- Be a role model and live our core values.
- Participate in building a motivating working environment.
- Participate in Lesson Learned workshops or community calls with the regional/global CPM community and ensure best practise is defined, distributed and available to all key accounts.
We’re looking for
- With strong experience of at least 10 years of relevant experience, with proven track record of key account management, implementation and/or project management.
- Experience in Lifestyle / retail / apparels is an added advantage.
- Bachelor degree preferably in relevant studies, such as Business/Logistics/Supply Chain management
- Ability to work well and navigate in a matrix organization
- 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
- Excellent influencing & stakeholder management skills
- Possess knowledge of risk management with the ability to identify activities
- Ability to travel within Asia when needed
