Regional Program Manager

Maersk is looking for a Regional Program Manager to join their Supply Chain Team. The RPM is accountable for managing stakeholder relationships with customers and driving service delivery to meet customer expectations through customer service organizations in the specified areas and countries. This responsibility encompasses the WCA and AFR regions, where Maersk operates for the designated customer(s).

The RPM provides oversight of operational performance and offers guidance on areas for improvement. Collaboration with other members of the global account team is essential to ensure desired performance and service levels are achieved. As an ambassador for 'Operational Excellence,' the RPM actively promotes the sharing of best practices. Periodic reviews with customers are conducted to ensure that internal performance is reflected in customer satisfaction.

Key Responsibilities

Service delivery and customer satisfaction

• Maintain and improve customer satisfaction levels (NPS and/or customer KPI)
• Maintain and improve internal measurement and visibility of operational performance.
• Ensure internal KPIs are aligned with customer agreed KPIs and that there is one data set globally that reflects the customer experiences and internal performance.
• Be the Account ‘point-of-contact’ and ‘go-to’ person for operations and service escalations
• Ensure all SOP/IOP(s) are adhered to and shortfalls are corrected on priority
• Lead/drive service improvement initiatives including providing solutions to customer services at countries/areas
• Lead or co-lead new/ additional business implementations along with the implementation team

Productivity and Profitability

• Ownership of total account gross profit within assigned geographies
• Responsible to drive end-to-end account productivity. Deploy efficiency gain initiatives to further drive optimal cost to serve for the assigned account

Leadership and People Development

• Ensure to have a baseline with FTE visibility and team structure
• Set up a plan for on-boarding, training and development (SOP quiz/certification) of customer service teams
• Establish and maintain a good succession plan in place in collaboration with CS managers
• Be involved in objective setting & performance management of customer service team

Collaboration & community development

• Engage with Key Customer Manager (KCM) in sale organization to jointly lead business growth and development through co-creation of value proposition, response to customer needs and inquiries etc.
• Initiate area / regional Program Management meetings, calls and share best practices proactively
• Take ownership of customer-initiated projects and ensure internal resourcing is appropriate to execute within the agreed timeline

Requirements:

• Bachelor/Master’s degree preferably in Business/Logistics/Engineering
• Maersk SCM/4PL systems and products understanding
• 7+ years relevant experience with a proven track record in customer service management
• Understanding and passion for driving Service 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 complexity, improvement lean tools.
• Excellent communication skills and ability to influence through stakeholders
• Be a team player supporting the global/regional/country teams proactively
• Ability to build strong effective networks
• Strong analytical skills will not be obligatory but preferred

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.

 

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing  accommodationrequests@maersk.com.