Customer Program Manager
DHL · Budapest
Job Title: Manager – Air Freight, Customer Programs
RCS Grade: K
Job Location: Budapest
In this role, you will have the opportunity to Act as Single Point of Contact for the DGF Customer, developing strong and trusted relationship with customers through timely and accurate communications, being part of escalation path. Identify and understand each customer’s needs. Assist customers in an efficient and friendly manner, working with DGF Stations to achieve customers objectives and improve their performance, also recommend and coordinate needed changes based.
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 teams. Conduct root cause analysis and proactively develop supply chain strategies while managing and resolving customer escalations. Maintain closer communication with internal/external/third parties to meet customer expectations - Key contact for escalations.
- Customer Centric Approach: Keeping customer and their expectation from DGF as central focus, drive process execution, any relevant customer system implementation to enable smooth process deployment at GSC. Lead customer implementations, transitions, and onboarding processes in coordination with product and operational teams
- Business and Operational Financial Implications understanding: Have a good understanding of financial system and financial implication when handing activities cargo wise one system, understanding of local country tax rules impacting transportation process of the customer.
- Customer Engagement & Performance reviews: Prepare and deliver performance reviews, opportunity analysis, and strategic plans in regular customer-facing meetings. Review and ensure achievement of customer specific KPIs and service agreements including performance reporting.
- Cross-functional Team 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.
- Weekly Reviews & Support Coordination: Facilitate weekly performance reviews to identify trends, control exceptions, and offer operational support to stations.
- Continuous Improvement drive: Provide proactive problem resolution and corrective actions to ensure excellence in service Participate/lead in customer reviews (QBR and/or MBRs).
Required Skills & Qualifications:
- Bachelor's degree from a recognized university in any discipline; management qualification is preferred.
- Minimum of 5–8 years of relevant experience in transportation and logistics, with a strong focus on Air Freight.
- In-depth understanding of transport management, any certification in Cargowise one would be an added advantage
- Proven ability to drive process improvements using First Choice/Six Sigma tools such as GEMBA, KAIZEN, Lean Six Sigma certificate, 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.
- 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, any Microsoft certification; additional digital tools proficiency (like PowerBI etc), is a plus.
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