Lead Program Manager

Program Managers are critical roles in Maersk Key Accounts Structure. They are operating not only within Supply Chain Management space but also are uniquely positioned to work with Customer’s supply chain and all key stakeholders.

The Lead Program Manager (LPM) has the Operational ownership of the global service delivery towards the customer. The LPM is accountable for the relationship with our customers and owns the execution in the global operational teams serving these customers. Providing oversight of the operational performance and guidance on improvements as well as managing, owning, leading and implementing diverse value propositions is an inherent part of the role.

The Lead Program Manager is at the heart of the Key Account structure in Maersk.

Playing an active and exposed role in all parts of the Customer supply chain, including managing senior stakeholders, both internally and externally.

Managing, ownership and implementation of different projects across Ocean and SCM landscape, throughout geographies and functions.

Diverse and varied challenges, pushing for the creative and out-of-the-box thinking.

Exposure to Client on a constant basis by supporting them with your expertise and serving as a point of escalation.

Participation in the global Program Management community and supporting other Program Managers to enhance the performance for their accounts by sharing best practices, joining review meetings and constant learning process.

Maintain and improve customer satisfaction levels (NPS)

Develop, configure and implement customer dashboards that satisfies customer’s current and future demand.

Lead and engage in regular customer service calls with overseas branches, both OCE and SCM.

Prepare and participate in quarterly business review (QBR) with customer(s)

Implement and verify implementation of cost reduction projects in the Maersk delivery and support cost reduction projects in the customer supply chain

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 operational community and ensure the global policies are appropriate and can be implemented in the account solution

Establish procedures that will minimise Maersk exposure to risk associated with compliance, trade controls and HSSE

Make expertise and knowledge available to Maersk SCM Operations and drive Operational Excellence through day-to-day execution and participation in inspirational workshops regionally and locally

Set up a plan for on-boarding, training and development (SOP quiz/certification) of the global team

Ensure to maintain a Program Management and OPS team leader pipeline & have a succession plan in place

Engage with Commercial and Operational experts on Global/Regional/Area level to explore new developments servicing the changes in customer demand

Take ownership of customer-initiated projects and ensure internal resourcing is appropriate to execute within the agreed timeline

Ensure to participate in designing and rolling out one set of global, internal KPIs (across accounts) covering the majority of customer requirements

Understanding and passion for driving Operational Excellence in the business

Ability to work in a matrix organization and influence decision makers.

Ability to switch gears through executing tactical improvements strictly connected with strategic account plan.

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

Being a team member, supporting the global/regional/country teams proactively and ability to build strong effective networks

Knowledge of risk management with the ability to identify activities

Being able to efficiently manage competing priorities and manage multiple workstreams in parallel

Have a high sense of urgency and persistence

Ability to problem solve and recommend appropriate course of action: analytical and structured approach

Ability to organise and facilitate origin / vendor / customer workshops