Program Manager

ABOUT MULTIPRODUCT DEPARTMENT

In DHL Global Forwarding, Multi-Product Department is dedicated to providing comprehensive logistics solutions across various product categories, ensuring seamless integration and coordination of services. This department manages a diverse range of products, including ocean, air, and road freight, offering customized solutions to meet the unique needs of each client. With a focus on operational excellence and customer satisfaction, the Multi-Product Department leverages advanced technology and a global network to deliver efficient and reliable logistics services, driving business success and maintaining competitive advantage.

JOB SUMMARY

The Program Manager in the Multi-Product Department at DHL Global Forwarding is responsible for overseeing and managing service improvement initiatives, cost reduction strategies, and operational excellence for multiple customers at a regional and/or global level. This role involves coordinating with internal and external stakeholders, ensuring customer satisfaction, and driving continuous improvement in service delivery.

KEY RESPONSIBILITIES

Customer Engagement

Develop and implement initiatives to meet or exceed performance targets agreed with the customer.

Identify opportunities for service enhancements and cost reductions to improve overall service performance.

Act as the regional point-of-contact for operational issues, escalating unresolved issues to Regional KAM/CRM as required.

Serve as the primary escalation point for process and support issues, ensuring timely resolution.

Participate in customer site visits and review meetings as needed to maintain strong relationships.

Provide consultancy advice on DHL products and services to drive incremental revenue from existing business.

Manage and coordinate multiple customers at a regional and/or global level in conjunction with the RKAM/CRM.

Stakeholder Management

Collaborate with the customer service and commercial teams to ensure service performance and customer satisfaction targets are met or exceeded.

Communicate and promote contract terms, Service Level Agreements (SLAs), and operating procedures to all stakeholders within DHL and the customer’s organization.

Work with various internal teams, including IT, finance, and operations, to ensure seamless service delivery and support.

Operational Excellence

Ensure that all service performance targets are achieved and customer satisfaction targets are met.

Manage the development and implementation of customer-specific enhancements to improve service performance and profitability.

Conduct gap analyses to identify discrepancies between customer requirements and DHL capabilities and develop solutions to address these gaps.

Ensure the timely distribution of integrated performance reports to specific customers.

Maintain customer solutions on dedicated platforms, such as an Intranet site, if applicable.

COMPETENCIES

Functional Competencies

Customer Relationship Management: Expertise in engaging and liaising with external customers to understand operational requirements and review performance.

Technological Management: Proficiency in using logistics related technology and information management systems for efficient account handling.

Product Knowledge: Comprehensive knowledge of the full range of logistics solutions offered, including ocean, air, and road freight services.

Solution Design: Ability to tailor logistics solutions to meet specific customer needs, leveraging the diverse product portfolio.

Behavioural Competencies

Agility: Ability to adapt quickly to changing operational needs and environments.

Continuous Learning: Willingness to learn and improve skills to enhance performance.

Attention to Detail: Consistently maintaining accuracy and precision in tasks.

Quality Orientation: Commitment to delivering high-quality results and services.

Leadership and Team Management: Directing teams towards goals and optimizing productivity by promoting accountability.

Initiative: Taking proactive steps to improve processes or address issues.

WHO CAN APPLY?

Must Have

Over 3-4 years of customer service experience preferably in the Freight Forwarding and Logistics industry.

Demonstrate the ability to influence decisions and actions across country line and functional personnel.

Use informal influence to drive improvement and change within the organization.

Excellent communication skills and experience in creating and running smooth operational processes.

Preferred

Additional qualifications such as an MBA or International Business certification.