Client Program Manager - Lifestyle

Creates an environment of innovation and rapid response to client's needs based on a deep awareness of their business from both a tactical and strategic perspective.
Participates in the network of Program Managers assigned to our Key Accounts and creates the framework around Cost Optimisation, Operational Excellence, Customer Service and Innovation.
Key responsibilities
Customer centricity
• Understand your account's business and drive customer value creation initiatives by continuously addressing the gaps in the customer's supply chain, tabling new ideas and linking pain points of your customer to supply chain trends and best practices
• Build an account program plan, strategic roadmap, priorities for supply chain optimization and service delivery improvements
• Prepare and conduct annual strategy meeting, annual KPI alignment meeting, quarterly business review and monthly performance review with your account. Drive for service delivery and improvement action plans
• Keep stakeholder mapping of your account up to date.
• Engage and influence stakeholders at all levels and champion the needs of your account
• Agree SOP with your account and maintain and develop IOPs
• Understand business risks and ensure BCP is in place
• Take lead of new and additional business implementation and customer-initiated projects and deliver in full within the agreed timeline
• Be your account's point of contact and go to person for global/regional supply chain optimization and service delivery matters and escalations
Process optimization
• Own E2E process of cargo, information and financial flow with FTE visibility
• Drive optimization of global E2E process cross functions and geographies and capture Lessons Learned
• Become an 'Operational Excellence' ambassador and apply LEAN process such as automation, elimination, simplification and standardization
• Deliver annual productivity targets by collaborating with Product, CX and GSC teams
• Drive system implementation for your account with the support of the Account Team, Implementation and Product. Be an active player to ensure that the customer requirements are mapped and addressed through the new system.
Profitable growth
• Understand your account's supply chain pain points, jointly develop value proposition/solutions/values for your account and turn them into growth opportunities
• Own and maintain customer level neutrality and confidentiality governance
Leadership and transformation
• Attract, develop and retain talents within CPM community
• Motivate and support the CX organization to execute account's strategy and priorities
• Is able to drive the account strategy through stakeholders (Control Tower managers, COE, CX Heads as well the customers' organization)
• Be a role model and live our core values
• Participate in Lesson Learned workshops or community calls with the regional/global CPM community and ensure best practise is defined, distributed and available to all key accounts