Job Title: Customer Program Manager

In this role, you will have the opportunity to operate on a segment of service we offer for Air Freight, and be responsible for process & stake holder management, and drive improvements in the process.

Key Responsibilities:

• Customer Relationship Management: Build and maintain strong business partnerships with external customers across all levels, ensuring alignment on service expectations and operational goals.
• Operational Performance & Escalation Management: Lead and drive tactical and operational performance across DGF products (Air, Domestic, and Brokerage). Conduct root cause analysis and proactively develop supply chain strategies while managing and resolving customer escalations.
• Customer Engagement & Strategic Presentations: Prepare and deliver performance reviews, opportunity analysis, and strategic plans in regular customer-facing meetings.
• Cross-Regional Collaboration: Partner with regional counterparts to develop and execute cross-regional initiatives, fostering streamlined solutions and consistent service delivery.
• Operational Visibility & Flow Optimization: Support DGF stations with tools and visibility to improve the management of goods and data flow, driving efficiency aligned with best practices.
• Product Operations Alignment: Collaborate with regional and country-level product operations teams to enhance operational effectiveness and network cooperation.
• Special Project & Issue Escalation: Provide visibility to regional/global product teams on special projects and operational issues impacting customer performance.
• End-to-End Solution Delivery: Coordinate with global/regional Air Freight teams to ensure harmonized product implementation and seamless origin-to-destination execution.
• Demand Planning for Peak Seasons: Work closely with product management teams to plan and manage seasonal volume fluctuations effectively.
• Innovative Solution Development: Partner with Customer Solutions & Innovations, other DPDHL business units, and external stakeholders to develop tailored solutions that meet evolving customer needs.
• Shipment Monitoring & Performance Analysis:
• Proactive shipment tracking and exception management.
• Deliver comprehensive reporting including:
• Contractual vs. non-contractual volume analysis.
• Performance evaluation by service type and legacy systems.
• Station-level performance tracking with a focus on UK locations.
• Weekly Reviews & Support Coordination: Facilitate weekly performance reviews to identify trends, control exceptions, and offer operational support to stations.
• Exception Handling for Non-US Lanes: Manage and report exceptions for Foreign-to-Foreign shipments to ensure consistent service quality.
• Continuous Improvement & R& D:
• Development of new operational support reports.
• Dedicate time for process optimization through:
• Improvement of data quality and reporting efficiency.
• Adaptation of reports in response to system changes.

Required Skills & Qualifications:

• Bachelor's degree from a recognized university in any discipline; management qualification is preferred.
• Minimum of 1-3 years of relevant experience in logistics operations, with a strong focus on Air Freight.
• In-depth understanding of transport management
• Proven ability to drive process improvements using First Choice/Six Sigma tools such as GEMBA, KAIZEN, Pareto analysis, etc.
• Excellent communication skills (both verbal and written) and strong interpersonal abilities.
• Self-motivated with a continuous learning mindset and commitment to professional development.
• Demonstrated analytical, and organizational skills, along with solid project management capabilities.
• Strong background in logistics solution development and international logistics, with expertise in complex supply chain analysis.
• Ability to lead cross-functional teams and deliver results in a dynamic, global environment across multiple time zones and priorities.
• Operational expertise in overcoming logistics challenges and simplifying complex, expedited supply chain solutions for new and existing customers.
• Resilient and persistent approach to problem-solving; confident in engaging with clients, suppliers, and contractors.
• Skilled in navigating complex issues with tact, patience, diplomacy, and professionalism.
• Capable of fostering and maintaining relationships with customers and third-party service providers.
• Analytical thinker with the agility to understand and adapt to evolving customer needs.
• Exceptional organizational and time management skills, with the ability to manage multiple projects and deadlines effectively.
• Strong work ethic, dependable, enthusiastic, and resourceful with a proactive mindset.
• Team player with the ability to work independently; brings a positive outlook and strong listening and communication skills.
• Fluent in English (both written and spoken); proficiency in additional languages is an asset.
• Proficient in Microsoft Office 365; additional digital tools proficiency is a plus.