Global Customer Program Manager
DHL · Boston · $141,831–$179,108 (stated in the posting)
DHL Global Forwarding (DGF) is the world leader in Ocean freight services and one of the leading providers of ocean freight services. Around 30,000 employees work to ensure we transport our customers of shipments by air or sea. DGF's logistics solutions span the entire supply chain, from the factory to the shop floor. This also includes special transport-related services.
As the experts in freight forwarding, we deliver 100% assurance to our customers via a mindset that’s always looking ahead to the next commercial opportunity, predicting the next potential issue, anticipating the next global trend. Because at DHL Global Forwarding we’re not simply about freight forwarding. We’re about forward-thinking ways to connect people – and improve their lives.
Job Purpose:
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.
- Experience working with BI tools (e.g., Power BI, Tableau) is an advantage.
- Understanding of InforNexus is an advantage.
- MS Excel/Word/PowerPoint.
- Knowledge of Cargo Wise is a plus.
Location:
Boston area
Pay range:
$141,831.00 - $179,108.00+ (Based on Experience)
Your contact:
Manuel Mata will be happy to answer your questions at manuel.mata@dhl.com
Interested in this position? Just click on “Apply”! We are looking forward to your application.
Are you curious to learn more about us?
Our official website: DHL Global Forwarding
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YOUR FUTURE, DELIVERED.