Customer Operations Support Program Manager
DHL · Hanoi
YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.
Would you like to become part of the world's most international company in the world?
A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect with, the better life will be on our planet.
Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and become a Certified International Specialist!
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YOUR TASKS:
Role Purpose:
- Lead solution development for assigned CSI, GMNC & key National customers, focusing on high service quality and performance whilst ensuring profitability and sustainability of solution design and processes.
- Support business acquisition & retention across portfolio of assigned customers through provision of operational guidance to ensure solution fit between customers' needs and Express’ operational capabilities
Main Accountabilities:
- Serve as conduct between country Sales and Operations communities to identify/support business requirements of assigned CSI, GMNC and/or key National customers.
- Provide consultative recommendations on sustainable solutions that will drive new business and customers' satisfaction whilst being Global SOP compliant
- Communicate customer-specific requirements to Operations stakeholders, obtain buy-in and support, locally and regionally where applicable.
- Lead and manage cross-functional teams to implement customer solutions as committed. All solutions must be clearly documented at pre-sale solution design for smooth onboarding to avoid scope creep
- Lead customers' Monthly or Quarterly Business Reviews (QBRs) from Operations perspective
- Manage overall performance of assigned customer program (CSI/GMNC/National) against agreed performance metrics/KPIs
- Act as customers' main point of contact and drive customer relationship within after-Sales Program Management from Operations perspectives
- Ensure agreed SOP and processes are current and consistently reviewed to meet customer requirements
- Identify root causes for issues, determine suitable resolution and oversee implementation of agreed actions to improve service and ensure sustainability of improvement plans to avoid recurrence.
- Drive improvement using First Choice methodologies and best practices to reduce costs &/or increase revenue or productivity
- Where non-standard requirements are part of the solution commitment, to ensure that the incremental costs and resources are accounted for as inputs to the Operations Stocktake exercise done for that customer
YOUR PROFILE:
- Minimum 3-5 years’ experience in project management
- Proven ability to work with major customers, identifying and resolving customer requirements that contribute to successful business acquisition, customer retention and overall revenue growth
- Sound Operational knowledge of Express services & offerings, core capabilities and processes
- Relevant Business Management/Logistics/Supply Chain or other tertiary educational qualifications
OUR OFFER:
- Multifarious benefit programs.
- Strong career support & lots of opportunities in an international environment.
- Training: both online and offline with Global DHL Standards.
- Coaching & Feedback culture allows you to advance further in short-term and long-term development goals.
- Working together based on DHL values of “Respect and Results”.
- Diverse engagement activities under “Best Day Everyday” – our Health & Well-being program.
- Employee hobby clubs, sports championships.
Do you see a personal challenge in these versatile and responsible tasks? Then apply now!
We look forward to receiving your application!
We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.