Client Program Manager
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Job Description
Client Program Manager leading operational client teams at Maersk to ensure service execution and customer satisfaction. Collaborating with sales and account teams while managing key stakeholder relationships.
Responsibilities:
- Collaborate with sales and account teams to build joint account strategies, roadmaps, and growth initiatives
- Lead global and regional operational client teams (Customer Experience, Delivery, and other business units) to ensure consistent service execution
- Manage key customer stakeholder relationships and internal stakeholder engagement plans
- Drive customer satisfaction through KPIs, Net Promoter Score (NPS), and Voice of the Customer programs
- Identify and convert Value Creation ideas into initiatives that benefit both customer and company
- Ensure customer KPIs are aligned with expectations and Service Level Agreements
- Manage escalations and hold teams accountable to mitigate risks to business retention
- Oversee operational deliverables such as Monthly and Quarterly Business Reviews
- Conduct meetings on performance, strategy, projects, and growth plans
- Update and maintain Standard Operating Procedures
- Support capability building, knowledge sharing, and lead initiatives within Customer Program Management.
Requirements:
- Requires a Bachelor’s degree or foreign equivalent in Business Administration or a related field
- Five years (60 months) of experience in the job offered or in any position in which the required experience was gained
- Five (5) years of work experience with operational management using business improvement and lean tools including RACI matrix, 5Whys, Fishbone Diagram, Failure Mode and Effects Analysis, Value Stream Mapping, Visual Kanban board, data analytics, and automation on invoice repetitive checks
- Risk management including identifying risk of potential business loss, transportation delays, regulatory changes, and IT and Cyber incidents
- Conducting cross-team collaboration with logistics, IT, global operations, and finance teams for shipment routing and rerouting, ERP system integration, ensuring compliance documentation is maintained, and invoice monitoring and optimization
- Using Power BI and Excel to create KPI dashboards to support business reviews, for customer SLAs tracking, revenue flow optimization, and monitor on-time delivery with root-cause analysis of issues
- Using Scenario modeling to quantify financial impact of shipping delays and proposing contingency plans and escalation processes.
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