Client Program Manager

Posted 4 weeks ago
Maersk, Los Angeles, CA, Openings : 1,
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At Maersk we are on a unique and transformative journey. A journey that will require the absolute best in class 3PL / Supply Chain talent high impact, proven sales professionals that can win and grow business in the ever-changing transportation landscape across all Supply Chain products.

As an Account Manager with Maersk, you will be responsible for serving as the main point of contact in implementing and improving our business relationships with large corporations.

The primary objective for this role will be to focus on account management (new business growth and retention) across several key clients and would include creating and developing compelling value propositions for customers to support their goals and the Integrator strategy of Maersk. The Regional Program Manager (RPM) has the Operational ownership of the regional (US) service delivery towards the customer(s)
  • The RPM is accountable for the solution building relationship with our customers and owns the execution in the regional team serving the customer
  • Scope of responsibility is regional where Maersk is executing the business for the named customer(s).
  • The RPM provides oversight of the operational solution design performance and guidance on improvements
  • The RPM 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
  • Become an ‘Operational Excellence’ ambassador and encourage operational staff to apply best practice
  • Conduct periodic reviews with customer(s) to ensure internal performance is reflected in customer satisfaction
  • Lead improvement and corrective projects and ensure the learnings are captured and distributed in Maersk
  • Participate in the Program Management community
  • Support other Program Managers to enhance the performance for their accounts by sharing best practices, joining review meetings and/or covering during absence.
Key Responsibilities Service delivery and customer satisfaction – 50%
  • Maintain and improve customer satisfaction levels (NPS) with the operational solution design
  • 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 that reflects the customer and internal performance with regard to KPIs and other statistics (volume)
  • Be the Account ‘point-of-contact’ and ‘go-to’ person for operational escalations
  • Support the development of Global and Regional standards and IOPs
  • Ensure all SOP/IOP(s) are adhered to and shortfalls are corrected on priority
  • Support the commercial teams with enquiries and expertise into these areas
  • Implement and verify implementation of cost reduction projects in the Maersk delivery and support cost reduction projects in the customer supply chain
Productivity and Profitability – 20%
  • Support establishing a productivity baseline for the account
  • Support establishing a profitability baseline for the account on CM2 level
  • Review operational processes and validate possibilities of productivity improvement against service delivery level and drive improvements accordingly
  • Ensure the account perspective is communicated to the operational community
  • Establish procedures that will minimize Maersk exposure to risk associated with compliance, trade controls and HSSE
  • Make expertise and knowledge available to Maersk Operations and drive Operational Excellence through day-to-day execution and participation in inspirational workshops regionally and locally
  • Represent the account(s) during additional business implementations along with the implementation team leading the implementation
People Development – 20%
  • 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 the operations team
  • Ensure to maintain a Program Management and OPS team leader pipeline &amp have a succession plan in place
  • Be involved in objective setting &amp performance management of the operational team
  • Ensure to manage team also by providing recognition &amp feedback pro-actively
Collaboration &amp community development – 10%
  • Engage with Commercial and Operational experts on Global/Regional/Cluster level to explore new developments servicing the changes in customer demand
  • Participate in 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.
Experience &amp Skills
  • Bachelor Science degree preferably in Business/Logistics/Engineering
  • 3+ years relevant experience with a proven track record in operational management (preferably Maersk)
  • Understanding and passion for driving Operational 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 complex operational and commercial challenges
  • Exposure and understanding of Business Improvement / Lean tools
  • Excellent communication and influence skills
  • Ability to interface with local and regional management teams
  • Being a team member supporting the global/regional/country teams proactively
  • Ability to build strong effective networks
  • Knowledge of risk management with the ability to identify activities
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, 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.
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