Job Description
:
As the Customer Program Director (CPD) you lead the global Customer Experience (CX) community to operationally serve one of our Key Clients, are an essential element of the global account team, resulting in successful customer experience and business growth around the globe. This role covers all products and services (OCE+LnS) and all brands.
Be, together with the Key Client Director (KCD), the client expert internally, and the client advisor externally.
You lead improvement and value adding projects and guide implementing new customer business for Maersk.
Specific Responsibilities:
Service delivery and customer satisfaction
1. Enhance customer satisfaction
2. Host and engage in regular customer calls, reviewing performance and making forward looking plans
3. Lead the customer transformation and verify implementation of value-creating projects in the customer supply chain
Productivity and Profitability
4. Find and implement possibilities of productivity improvement against service delivery level
5. Enable sharing of operational expertise and knowledge within the community through day-to-day execution and participation in inspirational workshops
6. Represent the customer’s interests internally during additional business implementations
People Development
7. Set up plans for on-boarding, training, and development of the CX team serving the customer
8. Be involved in objective setting & performance management of the CX team
9. Provide recognition & feedback proactively
Collaboration & community development
10. Engage with Commercial, Operational and Product experts to explore new developments servicing the changes in customer demand
11. Host global/regional Client Program Management meetings, calls and share best practices proactively with the option to travel
Person Specification:
12. Significant relevant experience with a proven track record in operational management
13. Degree Educated or Equivalent preferred
14. Understanding and passion for driving Operational Excellence and Value Creation in the business
15. Excellent ability to build relationship with customer and internal stakeholder
16. Ability to work in a matrix organization and drive outcomes with influence decision makers
17. Proven and sustained track record of delivery, with focus on driving results through others
18. Experience of working with wide variety of complex operational and commercial challenges
19. Exposure and understanding of Business Improvement / Lean tools
20. Excellent communication and influence skills
21. Ability to Lead regional and globally management teams to drive Customer outcomes effectively
22. Being a team member supporting the global/regional/country teams proactively
23. Ability to build strong effective networks
24. Knowledge of risk management with the ability to identify activities
What we offer:
25. 25 days annual leave with the option to buy or sell 5 days
26. Annual bonus and pension scheme
27. Family-friendly benefits and retailer discounts through our Benefits partner.
28. Access to our Employee Assistance Program with free access to mental and financial health tools.
29. For eligible roles, we also offer short-term incentives to recognise, appreciate and reward your work for delivering outstanding results.
30. Whilst the role is advertised as full-time we would be happy to discuss possible flexible working options.
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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 will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.
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