Customer Program Manager - Gurgaon / Gurugram - confidential

Description

Must Haves

• At least 7 years of overall experience with relevant 5+ years relevant experience with a proven track record in Auto, manufacturing, Logistics.
• Strong analytical skills
• Deep understanding of Auto Supply Chain
• Excellent presentation skills.

Job Description

The Customer Program Manager (CPM) is the customer s representative and owns the ownership of the service delivery towards the customer(s).

• Scope of responsibility is regional where Maersk is executing the business for the named customer(s).
• The CPM is accountable for the maintaining the relationship with our customers and owns the operational execution in the regional with the CX teams serving these customers, while being the customers extended arm.
• The role entails working closely with CX and multiple other stakeholders, and ensuring we are delivering the promised value to the customer.
• The CPM is primarily responsible for driving value creation projects for the customer, which showcase tangible value.
• The CPM provides oversight of the operational performance and guidance on improvements.
• The CPM must collaborate and support other members of the global account team to assure desired performance and service level.
• Conduct regular Gemba walks in the main executing branches to detect existing and potential process errors, determines corrective or preventive measures where indicated, and follows up to ensure processes have been improved and implemented.
• Conduct periodic reviews with customer(s) to ensure internal performance is reflected in customer satisfaction
• Lead improvement and corrective projects

Key Responsibilities

Take full responsibility of the customer experience by managing the origin operation performance in coordination with our customer service, destination corresponding person, Program director, KCM and other country/global support teams.

Build strong customer relationships, solve customers problems, curious around their business needs and drivers, to better serve them and identify new business opportunities, identify projects and convert the same into $ saving.

Project Management:

• Ability to develop convincing value propositions and to be able present them to customer.
• To develop project plans and driving the execution as per agreed timelines.
• Coordinate with various parties (internal and external) as per the project plan and to make sure everyone involved in aligned on the outcome and expectations.
• Create and maintain global development plans or key account plans periodically for review in local management and global key account management teams.
• Analyse complex supply chain problems. Solve and design suitable sales or improvement presentation to client stakeholders to drive the development of the projects

Relationship Management:

• To be able to develop strong relationships with customer through regular interactions and meaningful discussions that adds value to both companies.
• Ability to develop strong relationship with origin team/US team and to work as ONE united team with common aim to succeed.
• Ability to develop trust-based relationship with customer through solid performance and being able to meet/exceed client expectations.
• Closely communication with internal and external stake holders to achieve win-win.
• To work with the global team and being able to see issues in bigger interest of Customer/Maersk rather than regions and origins.

Operation Excellence:

• Ability to develop a thorough understanding of what the most key elements in operations are, that matters to customer, and making sure that they are always the top priority for origins and are monitored/responded to at all times.
• Ability to remain on top of main happenings around all origins and to ensure that customer KPIs are met and right processes are in place for monitor and control.
• Ability to quickly grasp the new operational changes and being able to explain and train origins.
• Ability to think out of box and be open/curious of any new idea that can be relevant to customer.
• Making sure that all origins achieve excellent score on client KPI scorecard.
• Work jointly and coordinate with other business units to ensure we optimize our operations, products and deliver highest service quality to clients in all branches.
• Ensure that client s monthly, weekly, quarterly report, scorecard are prepared timely and accurately as per pre-agreed format and timeline.

Key Competencies

Behavioral

• Composure (high capacity for stress)
• Highly Assertive/decisive and pro-active
• High sense of urgency and persistence
• Confidence in dealing with people and building relationships
• Ability to problem solve and recommend appropriate course of action: analytical and structured approach
• Able to give constructive feedback and challenge where appropriate
• Ability to manage stakeholders on various levels in the organization
• Customer Centric

Technical

• Have a deep understanding of the Auto Supply Chain.
• Maersk SCM/4PL systems and products understanding.
• Understanding of Lean Concepts
• Project Management Skills
• Excel and outstanding Presentation Skills

Experience and Skills

• At least 7 years of overall experience with relevant 5+ years relevant experience with a proven track record in Auto, Manufacturing, Logistics.
• Preferable Bachelor or Master s degree in engineering (Mechanical, Production, Auto or Relevant branches)
• Master s degree/ MBA in Operations, SCM. Logistics management (good to have not obligatory)
• Understanding of S&OP, Demand Planning, On the floor operations in an Automative organization.
• 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 and influence skills
• Being a team member supporting the global/regional/country teams proactively
• Ability to build strong effective networks