Client Program Director

Maersk
Jeddah, Saudi Arabia
Supply Chain/Logistics Operations
Last application date

Opportunity

The Client Program Director (CPD) has the Customer Experience ownership of and is accountable for the global service delivery to the customer (OCE and LnS businesses). Specifically, the CPD is expected to:

1. Provide oversight to the customer (HQ and Regional Offices) and internal stakeholders of the operational performance and progress in the operational priorities of the customer’s services with Maersk.
2. Establish the annual roadmap to fulfil customer objectives and align on a set of priorities with the customer.
3. Collaborate and support with each CX team to assure desired performance and service level.
4. Become an ‘Operational Excellence’ ambassador and encourages operational staff to apply best practices.
5. Conduct periodic reviews with customer on priorities and performance to ensure internal performance is reflected in customer satisfaction.
6. Assess and agree with the customer on improvement opportunities and quantify the value of those.
7. Lead improvement and corrective projects and ensure the learnings are captured and distributed in Maersk.
8. Lead the implementation of new customer businesses for Maersk.
9. Support the KCM in the definition of the roadmap for the account.
10. Participate in the global CPD community and supports global best-in-class operational performance for Maersk Key clients.
11. Support other CPDs to enhance the performance for their accounts by sharing best practices, joining review meetings and/or covering during absence.

We offer

We offer you an exciting global career at the forefront of world trade. Working with the best people in a global team culture with future growth opportunities in an industry that has a significant impact on the world economy.

We’re proud of our people who define our company’s industry leadership, global team culture and customer-centric focus every day.

When you join our team you join a truly diverse, global organization in a fast-moving, values-based, work environment where you can grow on the job, create and shape our digital solutions, tap into industry-leading talent development initiatives, enjoy working with your colleagues and broaden your world view through our international job postings. We offer competitive compensation and benefits for full-time employees –and our parental leave policy is recognized world-wide as one of the best in the industry.

Key responsibilities

1. Service Delivery and Customer Satisfaction
• Challenge current KPIs, continue/establish new ones and own the performance against these.
• Be the escalation for challenges not resolved by the CX offices.
• Drive the development of Global and Regional standards and IOPs.
• Ensure all SOP/IOP(s) are adhered to and shortfalls are corrected on priority.
• Report periodic performance to Key Client Manager, Regional and Global Head of Program Management, Customer Experience Office managers and executive sponsor.
• Prepare and participate in monthly business review (MBR) quarterly business review (QBR) with Action HQ.
• Collect, validate, consolidate, monitor and report any significant customer requirements, expectations and trends
• Support the commercial teams with enquiries and expertise into these areas.
• Lead/co-lead new implementations on the account together with the implementation team
2. Support Account and Maersk Growth – 30%
• Co-create the account long term vision together with the KCM
• Develop and annual roadmap for the account to deliver the customer objectives and a set of priorities with the customer
• Engage with Commercial and Operational experts on Global/Regional/Cluster level to explore new developments servicing the changes in customer demand.
• Evaluate Maersk solution modules against the current customer supply chain and make recommendations to KCM/Regional Head of PM for improvement projects.
• Quantify the value created for the customers and internally on the initiatives implemented for the account.
• Support sales in new pursuits providing program and operational knowledge.
3. Team and People Development – 20%
• Ensure to have a baseline with global FTE visibility and team structure.
• Set up a plan for on-boarding, training and development (SOP quiz/certification) of the global team.
• Ensure to maintain a Customer Program Management and CX team leader pipeline & have a succession plan in place.
• Create a sense of belonging to the global Action team.
• Be involved in objective setting & performance management of the global and regional control towers.
• Participate in and host Lesson Learned workshops with the global CPD community and ensure best practice is defined, distributed and available to all global accounts.
• Participate in global SME community and sharing across CPDs.
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4. Productivity and Profitability – 20%
• Establish productivity baseline for the account based on the current set up.
• Establish profitability baseline for the account on EBIT level.
• Review global operational processes and validate possibilities of productivity improvement against service delivery level and drive improvements accordingly.
• Ensure the account perspective is communicated to the global community and ensure the global policies are appropriate and can be implemented in the account solution.
• Establish procedures that will minimize Maersk exposure to risk associated with compliance, trade controls and HSSE.

We are looking for

• Degree educated preferably in Business/Logistics/Engineering.
• Significant relevant experience with a proven track record in operational management (preferably Maersk).
• Understanding and passion for driving Operational Excellence in the business.
• Ability to work in a matrix organization and influence decision makers.
• Proven and sustained track record of delivery, with focus on driving results through others.
• Experience of working with wide variety of complex operational and commercial challenges.
• Exposure and understanding of Business Improvement / Lean tools.
• Excellent communication and influence skills.
• Ability to interface with Executive Level Management.
• Being a team member supporting the global/regional/country teams proactively.
• Ability to build strong effective networks.
• Experience with Retail will be considered an advantage.

Additional info

Ref. MA-308157
For more information please contact:
recruitment business partner, aisha slim: aisha.slim@maersk.com
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A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 70,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world. For more information: https://www.maersk.com All the way.