Strategic Customer Programs Lead

DHL Group; Francisville (KY); On-site; USD 80,000 - 106,000; Full time

Benefits offered by this job

401(k) Match

Stock Purchase Plan

Medical

Vision

Dental

Paid Time Off

Job summary

DHL Global Forwarding is seeking a Customer Program Manager to coordinate cross-functional teams and drive performance for strategic customers across NORAM.

In this role you will review KPIs, manage issue resolution, lead Monthly, Quarterly, and Annual Business Reviews, and support bid value propositions with Solutions Design, Commercial, and Operations.

The position can be located at ATL, CVG, or PHX stations and requires strong communication, data analysis, and a customer-centric mindset.

Qualifications

• Bachelor's degree in Business, Supply Chain, Logistics or related field.
• 3-7 years in logistics, operations, or customer management.
• Experience with program management preferred.
• First Choice certification preferred (or willingness to obtain).
• Customer orientation and stakeholder engagement.
• Strong communication and presentation capabilities.
• Fluent in English (verbal & written).
• Analytical skills for KPI and performance analysis.

Responsibilities

• Review customer KPIs and service agreements.
• Lead issue management including escalation and root-cause analysis.
• Provide proactive problem resolution and corrective actions.
• Conduct Monthly, Quarterly, and Annual Business Reviews with customers.
• Manage Bid Value Proposition with Design, Commercial & Operations teams.
• Lead CI activities using First Choice methodology.
• Coordinate delivery of business improvements and cost-to-serve.
• Monitor profitability and reduce billing disputes.
• Track measurable outcomes such as cost savings and SLA improvements.

Skills

Customer orientation and stakeholder

Results driven

Cross-functional collaboration

Strong communication

English fluency

Analytical for KPI

Freight forwarding knowledge

Problem solving

Education

Bachelor's degree in Business, Supply Chain, Logistics, or related field

First Choice certification (or willingness to obtain)

Tools

Outlook

Excel

Word

PowerPoint

PowerBI

Job description

DHL Global Forwarding is seeking a Customer Program Manager to coordinate cross-functional teams and drive performance for strategic customers across NORAM.

In this role you will review KPIs, manage issue resolution, lead Monthly, Quarterly, and Annual Business Reviews, and support bid value propositions with Solutions Design, Commercial, and Operations.

The position can be located at ATL, CVG, or PHX stations and requires strong communication, data analysis, and a customer-centric mindset.