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Client Director
2 weeks ago
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Client Director
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Client Director
2 weeks ago
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Director Asset Management
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Client Director - Charlotte, United States - Damco Spain SL
Description
Managing the global customer experience for one of Maersk's largest customers, where we provide numerous transported, managed, and fulfilled by origin and destination services.
With supply chain knowledge and trusted advisor skills, the Client Director drives positive customer interactions, delivers rapid responses to the clients' needs and develops forward-looking initiatives that create win-win partnerships across the supply chain.
The Client Director manages a team of US-based Program Managers and the Customer Experience Partners which work together to ensure Maersk meets/exceeds performance targets, organizes, and standardizes our services to meet contractual requirements and reporting, and find synergies and value across services.
In addition, the Client Director collaborates with the network of Program Managers, Customer Experience Partners and Global Service Center teams assigned to the customer to ensure Maersk performs to our commitments and works together as a unified customer team.
Our opportunityThe Client Director will have to perform the following:
Key Responsibilities
Set and execute against our strategic customer experience ambitions across the global customer footprint and Maersk teams supporting the customer
Maintain and improve customer satisfaction levels (NPS)
Develop a deep understanding of the client's business from both a tactical and strategic perspective to co-create initiatives and best in class solutions.
Be the Account's strategic point-of-contact for forward-looking initiatives and primary escalation point for operational escalations
Prepare and lead quarterly business review (QBR) with customer
Develop and maintain a strong partnership with the customer to establish programs to improve customer awareness at all levels of the organization
Establish communication channels with the customer to provide reliable updates and insights on projects, team developments and improvement initiatives
Establish/own appropriate KPIs to measure operational performance
Ensure internal KPIs are aligned with customer agreed KPIs and that there is one data set globally that reflects the customer and internal performance
Drive the development of Global and Regional standards and IOPs
Ensure all SOP/IOP(s) are adhered to and shortfalls are corrected on priority
Host and engage in regular customer service calls with overseas branches
Report periodic performance to Key Client Director (KCD), Regional and Global Head of Program Management, Customer Service Office (CSO) heads and Regional COOs
Collect, validate, consolidate, monitor and report any significant customer requirements, expectations and trends
Develop, configure and implement customer dashboards that satisfies customer current and future demand
Support the commercial teams with enquiries and expertise into these areas
Establish productivity, profitability, and global FTE baseline for the account alongside the Customer Contribution Margin (CCM)
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 community and ensure the global policies are appropriate and can be implemented in the account solution
Establish procedures that will minimize risk associated with compliance, trade controls and HSSE
Serve as account representative during new business implementations
Set up a plan for on-boarding, training and development (SOP quiz/certification) of the global team
Maintain a Program Management and OPS team leader 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
Foster a customer partnership mindset with global operations teams
Engage with Commercial and Operational experts on
Global/Regional/Cluster
level to explore new developments servicing the changes in customer demand
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 2-3 productivity improvements with other accounts
Define and document best-in-class vs standard service levels and discuss with Product
Develop common business cases for example for IT developments (across accounts)
We are looking for
If you have the requirements below, this is your chance to join this high-performing team and be part of this great moment in our organization
Required experience & skills
:
Degree educated preferably in
Business/Logistics/Engineering
Significant relevant experience with a proven track record in operational management (preferably Maersk)
Excellent communication and influence skills
Ability to build strong effective networks
Proven and sustained track record of delivery, with focus on driving results through others
Executive Presence and the ability to interface with Executive Level Management
Strong Leadership attributes with the ability to drive performance across diverse geographies and teams
Understanding and passion for driving Operational Excellence in the business
Ability to work in a matrix organization and influence decision makers
Experience of working with wide variety of complex operational and commercial challenges
Proactively support and hold accountable the
global/regional/country
teams
Exposure and understanding of Business Improvement / Lean tools
Knowledge of risk management with the ability to identify activities
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.
They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.Notice to applicants applying to positions in the United States
You must be authorized to work for any employer in the U.S.
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, color, 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 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
.
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
.
Client Program Director
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