Program Manager

Responsible for all regional program management activities within the designated sectors. Ensures effective resolution of customer escalations in the After Sales environment. Ensure customer requirements are being met, provide performance reporting, and support new business implementations as required.

Ensure Program Management is driving the customer relationship and performance of regional solutions for MNC Customers in the After-Sales environment to increase customer loyalty and retention, as well as ensuring KPIs and performance targets are met and exceeded. Support the RKAM/CRM activities when required.

Reports to - Customer Services Head

Accountabilities

Key activities

Customer Organisation

• Initiate the development (and drive the implementation) of service improvement and/or cost reduction initiatives to meet or exceed the performance targets as agreed with the customer.
• Act as the regional escalation point-of-contact for operational issues for the MNC customer while working in cooperation with the country teams.
• Participate in customer site visits and review meetings as required
• Provide consultancy advice on DGF products/services to drive incremental revenue generation from existing business
• In conjunction with the RKAM/CRM manage and coordinate multiple customers at a regional and/or global level
• Serve as regional escalation point for all process and support issues
• Escalate unresolved issues to Regional KAM/CRM, as required

Overall goals / Typical measures

• Achievement of agreed customer KPIs
• Drive excellence in Customer Relationship Management in the Program Management environment
• Informal influence to enable improvement and change within the organisation

Process

• Work closely with the customer service and commercial owner to ensure that :

• a)All service performance targets are achieved/exceeded,
• b)All customer satisfaction targets, as set with the customer are met,
• c)The solution is provided at the highest level of productivity and at the lowest possible cost.
• Initiate and manage the development and implementation of MNC customer specific enhancements that improve the overall service performance and profitability of the solution for DHL.
• Identify the gap analysis versus DHL capabilities, if applicable.
• Identify service enhancement and/or cost reduction opportunities.
• Communicate and promote the contract, Service Level Agreements (SLA’s) and (enhanced) operating procedures to all stakeholders within both DHL and the customers organisation.

Performance Management

• Where required, ensure the timely distribution of integrated performance reports to specific customers.
• If applicable, maintain the customer solution on a specifically developed Intranet site.
• Incumbent has no direct reports and authority over country line and functional personnel Nevertheless he/she must be able to demonstrate ability to influence decisions/actions.

Skills / Qualifications

Skills

• Communication skills (English), spoken and written
• Software skills e.g. MS-Access, Excel (Macros) & Powerpoint
• Project management experience
• Preferable involvement with DGF Program Management tools including Control Towers, XM, LLP, Regional Hubs

Competences

Competences segment Business

Analysis: Breaks down a problem, situation or process into its component parts, separates the main issues from side-issues, understands the nature of parts and their relationship to one another. Seeks out and critically evaluates both numerical and narrative information. Draws accurate conclusions.

Planning & Organizing: Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time effectively and uses efficient work methods and tools.

Decision Making: Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans how to manage risk.

Results Orientation: Continually seeks to accomplish critical tasks with measurable results. Overcomes obstacles and makes adjustments to achieve results. Focuses self and others to achieve targets aligned with business goals.

Competency segment Leadership

Teamwork: Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions.

Competency segment ‘Personal’

Accountability: Acts responsibly. Can be counted on to keep commitments. Complies with the intent of policies, procedures and agreements. Builds others' trust in own professionalism, integrity, ex pertise and ability to get results.

Communication: Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or asks questions, when needed, to clarify information.

Self Management: Remains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive.

Expected years of experience

• 3 years experience within a cross-functional / matrix type organisation.
• 2 years expert knowledge on how the DHL network operate globally.
• Experience in logistics operations or customer service with an intrinsic knowledge of DHL’s network operations and logistics operations.
• Basic knowledge of the principles of supply chain management. (desirable)

Experience with the several systems and databases used within DHL and by its partners for performance measurement purposes. (desirable)

Educational Qualifications

• Degree in Logistics/Technical/Engineering (preferable)