POSITION SUMMARY

The Client Program Manager role is a critical role within the customer experience function to operationally serve a Key Client or Runway client. They are an essential element of the global account team, resulting in successful customer experience and business growth around the globe. The CPM covers all products and services (Ocean and Logistics & Services) and all brands.

KEY RESPONSIBILITIES

1/ Customer Experience (30%)

• Optimize service delivery and maintain strong customer relationships at regional and global levels.

• Develop and execute account program plans, optimization strategies, and priorities.

• Conduct MBR/QBR meetings to drive continuous improvement and customer satisfaction.

• Ensure SOP/IOP adherence and maintain KPI alignment between customer and internal teams.

• Serve as the primary contact for operational matters, escalations, and business implementations.

• Lead customer-initiated projects, stakeholder engagement, and training sessions.

• Maintain customer dashboards, track performance, and drive corrective actions.

2/ Growth (30%)

• Retain and grow business with customers while meeting GP targets.

• Identify and address customer pain points, offering tailored supply chain solutions.

• Leverage industry insights and competitive analysis to create value-driven opportunities.

• Ensure neutrality and confidentiality in customer rate communications.

3/ Optimization (20%)

• Drive global E2E process improvements across functions and geographies.

• Promote operational excellence through best practices and LEAN methodologies.

• Enhance productivity by applying automation, elimination, simplification, and standardization.

4/ Leadership & Transformation (20%)

• Attract, develop, and retain talent within the PM community.

• Inspire CX teams with vision and strategy while fostering a motivating work environment.

• Act as a role model, delegate learning opportunities and provide coaching.

• Participate in knowledge-sharing initiatives to promote best practices across key accounts.

WHAT WE ARE LOOKING FOR

• Bachelor's degree, preferably in Business/Logistics/Supply Chain management.

• Have more than 6 years of relevant experience with a proven track record of key account management, customer service, process optimization, implementation and project management in the logistics industry.

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

• Proven and sustained track record of delivery with a focus on driving results through others.

• Experience in working with a wide variety of complex operational and commercial challenges.

• Excellent influencing skills.

• Ability to interface with Executive Level Management

• Being a team member supporting the global/regional/area teams proactively.

• Ability to build strong & effective networks

• Knowledge of risk management with the ability to identify activities.

• Chinese speaking is a plus.