A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 70,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world. For more information click here. All the way. Job Description Job Description Appetizer The Customer Program Management Team Leader is accountable for service delivery for the global or regional accounts with a Customer Program Management in their team. Focus areas of the Program Management Leader are service delivery, productivity and profitability, people development and leadership of the Program Management community. • Accountable to ensure a well-performing CPM team is in place that is set up to meet the goals of the accounts for operational execution, service delivery and financial objectives. • Oversight of the operational performance and guidance on performance improvements for accounts in scope. • Collaborate and support other members of the global account team to assure desired performance and service level. • Ensure CPM team conduct periodic reviews with customer(s) to ensure internal performance is reflected in customer satisfaction. • Drive a culture of Operational Excellence within the CPM community, conduct regular performance dialogue in the main executing sites to detect existing and potential process flaws, determines corrective or preventive measures where indicated, and follows up to ensure processes have been improved and implemented. • Provide and oversee structure to ensure external KPI’s are in place for all CPM accounts. Where KPI goals are not met, ensure CPM’s have actions in place to improve. • Provide and oversee structure to ensure internal KPI’s, IOP and SOP’s are all in place and actively being worked and improved to meet and exceed expectations. • Ensure improvement projects across accounts are in place and that the learnings are captured and distributed in Maersk. Participate, support or lead as needed. Ensure to track value of improvements. • Provide accessible daily leadership to handle escalations, coaching, internal review sessions and external customer meetings. • Provide strategic direction to the CPM team and ensure the CPM team has the tools, training and infrastructure to perform in their roles. • Stimulate the CPM team to enhance the performance for their global/regional accounts by sharing best practices, joining review meetings and/or covering during absence. • Provide structure for best practice sharing in daily, weekly, monthly, quarterly forums that help to educate and develop within Region and outside Region and across teams. • Ensure that the CPM team follows global and regional guidelines regarding role definition, job demarcations, initiatives and tools. • Ensure account plans and development initiatives (operational and business growth) are in place and being reviewed in an ongoing process. • Build and maintain the CPM succession pipeline. • Promote a culture of personal development both with the CPMs and between the CPMs and their Core teams. • Ensure client engagement and relationship building is in place through CPM. Actively participate in client engagements at multiple levels to ensure relationship development is supported. We Offer • Provide large opportunities for supply chain logistics management learning. • Provide large opportunities for carrier/warehouse/overseas service management and client relationship management learning. • Provide opportunities to involve in senior management decisions. • Provide chances for finance knowledge learning related to P/L. • Provide opportunities for people management and leadership training. • Provide opportunities to develop project handling skills through customer projects. Key Responsibilities 1. Service Delivery, Value Creation and Customer Satisfaction Ensure the Program Management (CPM) team is equipped to deliver customer requirements, maintain and improve customer satisfaction levels (NPS). Ensure all key accounts in scope have appropriate KPIs and regular performance reviews with the customer. Ensure all key accounts in scope have internal KPI measurements and visibility of operational performance. Ensure internal KPIs are aligned with customer agreed KPIs. Drive the development of Global and Regional standards and IOPs. Report periodic performance of accounts to Regional Leadership Team Vertical Heads Key Client Manager, and key stakeholders. Collect, validate, consolidate, monitor and report any significant customer requirements, expectations and trends. Support new and additional business implementations (led by the implementation team or led by the program management team). Make sure that value creation projects in the supply chains of the global accounts in scope are tracked, documented and presented to the customer. 2. Productivity and Profitability Establish productivity measurements for the accounts in scope ensuring global alignment. Establish profitability (CCM) measurements for the accounts in scope. Drive productivity improvements for the accounts and enable sharing across accounts. Review global operational processes and validate possibilities of cost reduction against service delivery level for accounts in scope. Review procedures that will minimize Maersk exposure to risk associated with compliance, trade controls and HSSE. Review periodic performance within CPM community and with commercial team. Make expertise and knowledge available to Maersk Operations and drive Operational Excellence through day-to-day execution and participation in inspirational workshops regionally and locally. 3. People Development Team structuring and implement the vertical focus within the CPM team. Provide coaching within the CPM team to drive engagement. Conduct regular talent reviews for the CPM team jointly with HR. Ensure to have a succession pipeline in place for CPM community. Ensure high performers are retained. Ensure all accounts in scope have a plan for on-boarding, training and development (SOP quiz/certification) of the global team. Ensure the CPMs are involved in objective setting performance management of the operational team in the region and aligned with Regional and Global community. 4. Innovation, Collaboration Community Development Engage with Commercial and Operational experts on Global/Regional/Cluster level to explore new developments servicing the changes in customer demand. Participate in and host Lesson Learned workshops with the global and regional Program Management community and ensure best practice is defined, distributed and available to all global accounts. Ensure to participate in designing and rolling out one set of global, internal KPIs (across accounts) covering the majority of customer requirements. Evaluate Maersk solution modules against the current customer supply chain and make recommendations to global and regional operations community for improvement projects. Ensure CPM team takes ownership of customer-initiated projects and ensures internal resourcing is appropriate to execute within the agreed timeline. Define and document best-in-class vs standard service levels and discuss with Product. Support or lead the development of business cases, for example for IT developments. Direct and ensure local and global IT prioritization for the CPM owned accounts is coordinated and driven. Who We Are Looking For 1. Behavioral Composure (high capacity for managing pressure and prioritisation). Assertive/decisive and pro-active. High sense of urgency and persistence. Confidence in dealing with people and building relationships. Ability to focus to define a vision, objectives and priorities Ability to see and act on both the big picture and the daily operational issues. Ability to problem solve and recommend appropriate course of action: analytical and structured approach. Able to give constructive feedback and challenge where appropriate. Ability to manage stakeholders on various levels in the organization. Ability to manage virtual teams. Customer centric. 2. Technical Maersk operational structure and functionality (systems, products). Continuous Improvement techniques and metric driven. Supply chain optimization knowledge. Outstanding verbal, writing and presentation skills. Project Management and training skills.