Client Program Manager

Responsibilities

• ● Manages a regional portfolio of projects that both add value and create
• ● competitive advantage for our clients' business, whilst driving
• ● additional revenue streams into the organization.
• ● Purpose & general responsibilities of the position:
• ● The Client Program Manager (CPM) is focusing on account level value creation via proactive solution providing and the regional service delivery towards the customer(s):
• ● The CPM is accountable for delivery of account level value creation to meet and exceed pre-defined targets per customers in the region and owns the Optimization in the regional operational teams.
• ● Driving Customer KPI and ensure No detractor in NPS survey or No negative feedback overall.
• ● Create values to customers via customer specific supply chain optimization project
• ● Support to deliver global business plan
• ● Spot any local opportunities to contribute the total growth
• ● The CPM must collaborate and support other members of the global account team to assure desired performance and service level.
• ● Conduct periodic reviews with customer(s) to ensure internal performance is reflected in customer satisfaction.
• ● Lead improvement projects and drive for result.
• ● 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. Specific responsibilities of the position:
• ● Service delivery and customer satisfaction
• ● Maintain and improve customer satisfaction levels (NPS)
• ● Ensure internal KPIs are aligned with customer agreed KPIs and that there is one data set globally that reflects the customer and internal performance with regard to KPIs and other statistics (volume)
• ● Support the development of Global and Regional standards and IOPs
• ● Ensure all SOP/IOP(s) are adhered to and shortfalls are corrected on priority