Strategic Air Freight Customer Programs Lead

DHL Global Forwarding; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

DHL Global Forwarding in Singapore is seeking a senior customer operations professional to manage top customers with complex requirements at country level. You will collaborate with EU and US teams to ensure business needs are met and serve as the primary contact for all operational escalations and improvements.

You will lead weekly, monthly and quarterly business review meetings, oversee IT-related project rollouts, and drive continuous improvements through First Choice tools.

Qualifications

• Degree with at least 5-7 years of related work experience.
• Knowledge of freight industry preferred.
• Excellent communication skills (verbal and written).
• Able to multitask and manage multiple stakeholders.

Responsibilities

• Manage top customers at country level with complex requirements.
• Collaborate with EU/US to meet business requirements; AP customers.
• Be the primary contact for operational escalations and improvements.
• Lead weekly/monthly/quarterly business reviews and operational meetings.
• Manage IT/operational project rollouts with customers.
• Lead continuous improvements via First Choice tools (Gemba, CIP).
• Conduct performance analyses with stakeholders to fulfill customer agreements.
• Coach stations to follow customer operating procedures.
• Maintain communications with internal, external and third parties.
• Provide proactive problem resolution and corrective actions.
• Handle escalations and drive service recovery.
• Develop sustainable relationships with customers.
• Coordinate and monitor customer OP-related processes.
• Act as gatekeeper to review new customer reports requirements and set up work instructions.
• Manage any other tasks as assigned.

Skills

Excellent communication skills

Ability to multitask

Stakeholder management

Education

Degree in a relevant field

Job description

DHL Global Forwarding in Singapore is seeking a senior customer operations professional to manage top customers with complex requirements at country level. You will collaborate with EU and US teams to ensure business needs are met and serve as the primary contact for all operational escalations and improvements.

You will lead weekly, monthly and quarterly business review meetings, oversee IT-related project rollouts, and drive continuous improvements through First Choice tools.