Global Customer Program Manager

The Global Customer Program Manager is responsible for leading strategic customer engagements, ensuring operational excellence, financial healthiness and driving continuous improvement across the customer lifecycle. This role serves as the primary interface between the organization and key customers—overseeing service delivery, commercial performance, business continuity, and long-term account development. It acts as the focal point for all DGF business with customers, including OMS, OFR and AFR performance, relationship and escalation management. stabilization. Principal accountabilities: Customer Management Build and maintain strong commercial and strategic relationships with assigned customers. Develop and execute a value delivery roadmap aligned with customer goals and organizational capabilities. Drive account development initiatives to expand business opportunities. Lead retention planning to ensure long-term customer loyalty and partnership stability. Conduct regular business reviews with customers to assess performance and identify improvement areas. Monitor and analyze market intelligence to anticipate customer needs and competitive trends. Champion continuous improvement initiatives that enhance customer value. Performance Management Ensure high-quality day-to-day service delivery while meeting contractual and performance expectations. Monitor and manage SLA delivery across all operational touchpoints. Develop and enhance business intelligence models, dashboards, and reporting mechanisms. Oversee effective exceptions management, ensuring timely resolution and preventive actions. Commercial Management Perform financial health checks to ensure account profitability and identify optimization opportunities. Manage contracts and rate agreements, ensuring accuracy and timely updates. Monitor billing performance, driving accuracy, completeness, and timely revenue realization. Process Management Own and maintain Standard Operating Procedures (SOPs) with consistent communication and updates to stakeholders. Lead Corrective & Preventive Action (CAPA) processes to address issues and drive lasting improvements. Facilitate operational training and troubleshooting support for internal teams and customer interfaces Business Continuity Lead disruption management efforts to minimize operational and customer impact during supply chain interruptions. Develop, implement, and maintain Business Continuity Plans (BCP) aligned with organizational standards and customer requirements. Support Disaster Recovery Planning (DRP) and ensure readiness for crisis scenarios. Knowledge and Skills Sound knowledge of Ocean Freight logistics and international trade. Project Management Acumen: Solid understanding of various project management methodologies and ability to adapt to project needs. Excellent organizational skills to manage multiple priorities and complex interdependencies. Strong communication, analytical, and administrative skills, with a focus on accuracy and quality Ability to manage customer relationships and de-escalate sensitive situations. Advanced Problem-Solving & Analytical Skills to diagnose complex customer requirements and problems Experience in leading customer workshops and review meetings, driving decisions and consensus. Expert-level presentation skills for multi-level audiences Systems & Application Knowledge of internal systems & product offerings (MyDHLi, Sales360, etc.) MS Office software skills (Word, Excel, PowerPoint, Visio, etc.) Qualifications and Experience Excellent knowledge of Supply Chain Solutions, Ocean/Air freight, markets and players. In depth 3PL/4PL/OMS domain and forwarding knowledge. Commercial acumen. Strong analytical and problem-solving skills. Ability to manage multiple priorities and operate effectively in a fast-paced environment. Excellent communication, relationship-building, and stakeholder management capabilities.