We need a Customer Operations Program Manager,
(25005YX)
Overall Role Purpose
Lead the day-to-day support and management of Customer (SA Apple Domestic) and other MNC customer implementations and programs, business planning and reporting, driving customer relationships and performance of country solutions for Apple & other customers in the After-Sales environment to increase customer loyalty and retention, as well as ensuring performance targets are met and exceeded
Role Scope
Customer Implementation and After Sales program management.
Role Challenge
Work in virtual teams
Enlist similar levels of support from multiple departments in a matrix organization structure
Accountabilities (Internal)
Provide consultative advisory service in Express solutions that drive additional business and customer satisfaction
Act as the Customer’s Single Point of Contact in Customer conference calls and /or F2F meetings.
Drive excellence in Customer relation and Project Management environment
Serve as management overall escalation point for all process and support issues for assigned programs
Accountabilities (External)
Support strategic alignment, business planning, customer implementation and after sales program management requirements.
Ensure agreed SOP’s are regularly reviewed and processes are current
Provide root cause analysis for any deviations from agreed KPIS with customers
Provide feedback, coaching and direction on customer relationship management, business planning, reporting and in implementation and after sales area to ensure effective service levels.
Identify, record and drive to resolution service performance issues to the service providers in order to resolve these issues within the agreed time frames.
Assist assigned resources with prioritization process and time management maximization
Ensure all administrative and reporting requirements are met daily, monthly are met for both the Customer and any Internal function
Drive performance improvement initiatives using First Choice methodologies and best practices within MNC to reduce costs, increase revenue, impact productivity
Coordinate with the above to ensure customer requirements are met and to seek/provide on-going updates on service improvement and progress
People Management
Incumbent has no direct reports and authority over country line and functional personnel. Nevertheless he/she must be able to demonstrate ability to influence decisions/actions through provision of value-added inputs into DPDHL business processes
Skills / Qualifications
Strong cross functional/multi-disciplinary Project Management Skills
Excellent written and verbal English communication Skills
Good analytical skills
Competences
Competency segment ‘Business’
Analysis: Breaks down a problem or process into its component parts. Seeks out and critically evaluates both numerical and narrative information. Draws accurate conclusions.
Planning & Organizing: Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps structured with good organization. Schedules time effectively and use efficient work methods and tools.
Decision Making: Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans how to manage risk.
Results Orientation: Continually seeks to accomplish critical tasks with measurable results. Overcomes obstacles and makes adjustments to achieve results. Focuses self and others to achieve targets aligned with business goals.
Competency segment ‘Leadership’
Teamwork: Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions.
Competency segment ‘Personal’
Accountability: Acts responsibly. Can be counted on to keep commitments. Complies with the intent of policies, procedures and agreements. Builds others' trust in own professionalism, integrity, expertise and ability to get results.
Communication: Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or asks questions, when needed, to clarify information.
Self-Management: Remains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive.
Experience
5 years of logistics, operations and customer facing work experience
Education
Program Management Qualifications, Degree in Business/ Logistics/Supply Chain (preferred)
Posting Legal Entity SNAS Postal Est.
DETAILS TO REGISTER FOR THIS JOB:
NOTE: ATS-compliant CV is MANDATORY!
NOTE: ATS-compliant CV is MANDATORY!
https://dhlexpress.taleo.net/careersection/startseite/jobdetail.ftl?job=25005YX&lang=en
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