Client Program Director – JYSK

Opportunity

We offer

No matter your dreams and ambitions, Maersk offers exciting career opportunities in a truly international working environment.
When you join Maersk, the world becomes your workplace.

You will feel the diversity and dynamics of our international business from day one. We commit to providing possible best development and career growth to all our employees through digitalized learning ways in order to keep them up with development of technological changing.

In Maersk we are on a vision to become The Global Integrator of container logistics – connecting and simplifying our customers’ supply chain.

You will join a truly ground-breaking journey striving to continuing to strengthen the focus to become a truly customer-centric company.

You will be part of an exciting business area and work in an international atmosphere of can-do spirited and performance-driven people, in a dynamic, accelerating growth scenario.

Key responsibilities

The Customer Program Director (CPD) has the Operational ownership of and is accountable for the global service delivery to the customer. Specifically, the CPD is expected to:

• Provide oversight to the customer (HQ and Regional Offices) and internal stakeholders of the operational performance and progress in the operational priorities of the customer’s services with Maersk.
• Establish the annual roadmap to fulfil customer objectives and align on a set of priorities with the customer.
• Collaborate and support with each CX team to assure desired performance and service level. Become an ‘Operational Excellence’ ambassador and encourages operational staff to apply best practices.
• Conduct periodic reviews with customer on priorities and performance to ensure internal performance is reflected in customer satisfaction.
• Identification of saving initiatives and the joint execution of selected improvement towards the value creation objective
• Providing relevant market insights on a regular basis.
• Lead improvement and corrective projects and ensure the learnings are captured and distributed within Maersk.
• Lead the implementation of new customer business for Maersk.
• Co-create the roadmap for the account together with KCM.
• Participate in the global CPD community and support global best-in-class operational performance for Maersk Key clients.
• Support other CPDs to enhance the performance for their accounts by sharing best practices, joining review meetings and/or covering during absence.

Key Responsibilities
1. Service delivery and customer satisfaction – 30%
• Challenge current KPIs, continue/establish new ones and own the performance against these.
• Be the escalation for challenges not resolved by CX.
• Drive the development of Global and Regional standards and IOPs.
• Ensure all SOP/IOP(s) are adhered to and shortfalls are corrected on priority.
• Report periodically on performance to Key Client Manager, Regional and Global Head of Customer Program Management, Customer Experience Office managers and executive sponsor.
• Prepare and participate in monthly business review (MBR) quarterly business review (QBR) with customer HQ.
• Collect, validate, consolidate, monitor and report any significant customer requirements, expectations and trends
• Support the commercial teams with enquiries and expertise into these areas.
• Lead/co-lead new implementations on the account together with the implementation team

2. Support account and Maersk growth – 30%
• Co-create the account long term vision together with the KCM
• Develop and annual roadmap for the account to deliver the customer objectives and a set of priorities with the customer
• Engage with Commercial and Operational experts on Global/Regional/Cluster level to explore new developments servicing the changes in customer demand.
• Evaluate Maersk solution modules against the current customer supply chain and make recommendations to KCM/Regional Head of PM for improvement projects.
• Pursue the identification and implementation of initiatives that bring value to the customer and result into gainshare for Maersk.
• Quantify the value created for the customers and internally on the initiatives implemented for the account.
• Support sales in new pursuits providing program and operational knowledge.

3. Team and People Development – 20%
• Ensure to have a baseline of global FTE and an overview of the team structure.
• Set up a plan for on-boarding, training and development (SOP quiz/certification) of the global team.
• Ensure to maintain a Customer Program Management and OPS team leader pipeline & have a succession plan in place.
• Create a sense of belonging to the global Maersk customer team.
• Be involved in objective setting & performance management of the global and regional control towers.
• Participate in and host Lesson Learned workshops with the global CPD community and ensure best practise is defined, distributed and available to all global accounts.
• Participate in global SME community and sharing across CPDs.

4. Productivity and Profitability – 20%
• Establish productivity baseline for the account based on the current set up.
• Establish profitability baseline for the account on EBIT level.
• 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 Maersk exposure to risk associated with compliance, trade controls and HSSE.

We are looking for

• Degree educated, preferably in Business/Logistics/Engineering.
• Significant 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 Executive Level Management.
• Being a team member supporting the global/regional/country teams proactively.
• Ability to build strong effective networks.
• Fluency in English, Danish would be a strong advantage