Customer Program Manager

The Customer Program Manager is responsible for ensuring seamless operational performance and strong customer engagement by maintaining effective relationships with operational counterparts, driving adherence to Standard Operating Procedures (SOPs), and managing exception handling. The role is responsible for producing accurate reports, publishing performance metrics, and delivering operational training to support team capability. It also involves handling day-to-day queries, conducting analytics for continuous improvement, supporting the Program Manager in delivering key initiatives, and ensuring timely and accurate invoicing to uphold financial integrity and service excellence.

Differentiator

What sets this role apart is its unique blend of operational execution, customer engagement, performance governance, and analytical insight. This position acts as the central connector between the customer and internal operations teams, ensuring compliance with SOPs and translating operational data into meaningful performance insights. Its emphasis on exception management, continuous‑improvement analytics, and hands-on training empowers the role to drive stability, financial accuracy, end‑to‑end visibility and innovation. This role is a critical enabler of operational excellence and customer satisfaction.

Key Tasks

• Customer Management
• Maintain strong, ongoing communication with customer operational counterparts.
• Address customer needs, concerns, and operational requirements promptly.
• Support customer satisfaction through consistent service delivery and issue resolution.
• Operational Compliance (SOP Training and Adherence)
• Ensure full compliance with established Standard Operating Procedures (SOPs) incl invoicing.
• Monitor process execution and identify deviations.
• Coordinate corrective actions to maintain procedural integrity.
• Conduct training sessions for internal teams on processes, SOP updates, and new initiatives.
• Assess training needs and ensure operational staff are aligned with requirements.

Reporting and Performance Management

• Prepare and deliver regular operational reports as per agreed timelines.
• Compile, validate, and publish performance metrics to stakeholders.
• Ensure accuracy and clarity of data presented in all reports.
• Exception Management o Monitor daily operations for exceptions and service failures. o Investigate root causes and coordinate with internal teams for resolution. o Document corrective and preventive actions to avoid recurrence.

Continuous Improvement & Analytics

• Perform data analysis to identify process gaps, inefficiencies, and trends.
• Recommend and support implementation of improvement initiatives.
• Assist the Project Manager in planning, coordinating, and executing initiatives.
• Provide operational inputs and support testing, rollout, and stabilization.
• Track impact of improvements through measurable KPIs.

Stakeholders

• Customer operational teams
• Customer Program Manager
• Global/Regional/Country OMS Heads
• Global/Regional/Country OMS Operations
• OMS Supply Chain Value Engineering
• OMS Business Intelligence 3rd Parties such as Carriers, Suppliers, etc.

Management Responsibility

• No direct people management

Skills

• Excellent knowledge of Supply Chain Operations and Freight Forwarding.
• Strong knowledge of InforNexus.
• Strong analytical and problem-solving skills.
• Ability to manage multiple priorities and operate effectively in a fast-paced environment.
• Experience working with BI tools (e.g., Power BI, Tableau) is an advantage.
• MS Excel/Word/PowerPoint

Qualifications & Key Requirements

Education Level

• Bachelor’s degree in business, Supply Chain, Logistics, or related field.

Experience Level

• 2+ years in logistics/supply chain (incl. freight forwarding and PO management).

· Direct exposure to customer‑facing program/projects and collaboration in a global environment.