Client Program Manager

Maersk; Hong Kong; On-site; HKD 1,000,000 - 1,800,000; Full time

Job summary

Maersk is seeking a Client Program Manager (CPM) to drive account-level value through proactive solutions and regional service delivery. You will align internal KPIs with customer KPIs, oversee regional SOPs, and lead improvement initiatives across global account teams.

The role requires a Bachelor's degree and 5+ years of relevant experience, excellent English, and proven ability to manage complex operations in a matrix organization; you will support commercial teams and ensure on-time delivery

Qualifications

• Bachelor's degree or equivalent in business or related field.
• 5+ years of relevant experience with a proven track record.
• Excellent English communication skills (written and spoken).

Responsibilities

• Maintain and improve customer satisfaction levels (NPS).
• Align internal KPIs with customer KPIs with a single global data set.
• Lead regional and global standards development and SOP/IOP adherence.
• Host regular customer service calls with overseas branches and support commercial teams.
• Drive cost reduction and productivity improvements in the SCM delivery.
• Represent the account during deployments and coordinate with implementation teams.
• Develop the operational team with onboarding and training plans.

Skills

Project management

Leadership

Communication

Data analysis

Problem solving

Time management

Education

Bachelor's degree or equivalent in business or related field

Tools

Lean tools

Job description

Opportunity

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

• 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

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

Requirements

• Can work under high pressure
• Clear logic thinking with clear data presentation
• Excellent communication and influence skills
• Outstanding 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

Equal Opportunities

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. We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing [e-mail].

Company

A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 100,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world. For more information click here. All the way.