Regional Program Manager (Global Customer Management)

Regional Program Manager (Global Customer Management)

Richmond

Nearest Major Market: Richmond

This Global Customer Management (GCM) Program Manager will focus on a specific Region as assigned in the United States. This role provides critical support to the Global, Regional and Local Customer, Data Center, and Internal Operations Teams. The GCM Program Manager is also responsible for being the liaison/direct link to the client in shaping the strategic direction of the program driving operational standards and harmonization through effective project management and continuous improvement support.

Key responsibility:

• Responsible for driving strategic scope ('programs') for the Global Customer Management (GCM) Team with a focus on process & tools development, standardization, reporting & compliance
• Act as senior operational expert ensuring global standardization of processes/tools/systems, continuous improvement/innovation/best practice sharing and support new business implementations
• Drive and facilitate the global strategic planning process ('roadmap') and associated supporting projects.
• Track and ensure strategic initiatives are managed, delivered, and measured to meet customer goals
• Drive performance across all sites globally in the account through continuous auditing, key metric monitoring and escalate any risks/issues
• Communicate proactively across business units and organizational layers to gain feedback, buy-in and alignment
• Challenge assumptions and use project/program management knowledge and expertise to keep leaders engaged
• Lead the development of communication strategy and execution of strategic scope to promote company strategy and priorities
• Supports change management programs linked to the strategic scope that supports customer strategy
• Support operations to identify, design, and implement continuous improvement initiatives. Measure and report impact.

Customer and internal relationships:

• Build, maintain and manage relationships across all levels of the organization and act as the operational interface at global level to appropriate stakeholders on the customer side, understanding their demands
• Will also collaborate with Country Managing Directors and site managers to support development activities. Will also align on strategy and serve as back-up support to senior GCM resources. Will also partner with other GCM resources, Regional and In-Country IT, Data Center, and Internal Operations Teams to engage, leverage, utilize, and inform.

P/L:

• Improves revenue and profitability in collaboration with Country P/L owners, GCM Head and Business Development KPIs
• Yearly growth of revenue
• Yearly growth of EBIT (total and %)
• Customer NPS (Customer satisfaction)

Qualifications & Expertise:

• Bachelor in logistics or similar study
• 5+ years' experience in operational roles in the contract logistics industry, incl. P&L accountability
• Demonstratable E2E experience across sales, strategy, consulting, and supply chain
• Sufficient expertise within the account industry and high-level understanding of local market conditions
• Strong Business English (written and verbal)
• Experienced in working in a global matrix organization

Skills & Competencies:

• Strong communication and interpersonal skills with ability to influence and collaborate effectively
• Good team player
• Excellent organizational skills. Ability to multitask and prioritize on an ongoing basis. Project Management mindset
• Entrepreneurial minded self-starter capable of working in a fast-paced, dynamic, changing work environment. Can work independently and is pro-active
• Must demonstrate ability to think strategically and tactically to drive cross-functional initiatives
• Can demonstrate mediation, problem-solving skills, and quantitative analysis skills to conduct complex strategic analyses with limited guidance
• Proven interpersonal and indirect leadership skills to develop strong working relationships at all levels/geographies. Presents well at executive level
• Strong knowledge of Microsoft Office is required with an emphasis on written guidance content (Word) quantitative analysis (Excel) and the creation of presentations (PowerPoint)
• Must have proven track record for meeting or exceeding goals

For this position, the expected base pay range is 120,000 USD - 170,000 USD Annually. Actual compensation will be determined based on job-related factors such as relevant experience, skills, education, certifications, and geographic location, in accordance with applicable laws and company policy.