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Company

A.P. Moller - Maersk · 6 hours ago

Client Program Director

Charlotte, AR

Full-time

Remote

Director/Executive

$120K/yr - $160K/yr

3+ years exp

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Customer ServiceInformation Technology

No H1B

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Responsibilities

Partner with Client Leadership/Internal Commercial & Product to drive the strategic growth plan, program roadmap, and manage client needs and expectations based on specific initiatives

Must be able to speak consultatively with all members of the client and internal team(s), including client services, project management, IT, financial, product team members and senior management when necessary

Maintain & improve customer satisfaction levels with NPS & Voice of the Customer

Maintain & improve internal satisfaction levels with Voice of Key Stakeholders

Ensure performance KPIs are aligned with customer expectations and maintained in one data set globally that reflects the customer performance

Establish, own, & improve appropriate KPIs to measure operational performance in one data set globally that reflects the operational performance

Own all customer initiated and internal projects to ensure internal resourcing is appropriate to execute within the agreed timeline. Compile and own the program/project plan.

Serve as main point of contact for collaborating with implementation when new business is implemented

Ensure all SOP(s) are updated maintained and adhered to. Any shortfalls are corrected on priority.

Ensure all billing processes are accurate, timely, and being followed by owning the IOP and sharing with operations

Ensure operations is updating and maintaining all IOP(s). Any shortfalls are corrected on priority and escalated to the Client Program Director

Host and engage in regular customer service calls with operational teams globally

Report in collaboration with the Key Client Director on performance, projects, customer temperature, and team updates monthly through Executive Summaries to the internal leadership team

Collaborate with Key Client Director to prepare and host Quarterly Business Reviews

Host and collaborate with client contact on bi-yearly strategy sessions to review strategically about the client’s strategy to offer creative solutions. Align with internal leadership to bring Maersk’s One Integrator that will accelerate the client's growth plan

Collect, validate, consolidate, monitor, and report any significant customer requirements, expectations, and trends

Support the commercial and product teams with enquiries and expertise into new areas of business

Develop and maintain a strong partnership with the customer to achieve financial results; establish programs to improve customer awareness at all levels of the organization

Review global operational processes and validate possibilities of productivity improvement against service delivery level and drive improvements accordingly.

Implement value creation by submitting and monitoring cost reduction projects in the Maersk delivery and support cost reduction projects in the customer supply chain.

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

Follow on-boarding procedures for any new hires to set up for success

Maintain a Program Management pipeline & have a succession plan in place

Be involved in objective setting & performance management of the global operational team

Ensure to manage team also by providing recognition & feedback pro-actively

Work collaboratively across the Maersk Customer Experience organization to share best practice and expertise with other colleagues and participate in local and regional workshops and training sessions

Evaluate Maersk products against the current customer supply chain and make recommendations to KCM/Regional Head of PM for improvement projects and additional solution sales

Participate in global SME community and sharing across GPDs

Drive 1 high impact project yearly

Qualification

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Operational ManagementBusiness ImprovementLean ToolsPMPCSCPSix SigmaRisk ManagementMatrix OrganizationStakeholder Management