Regional Program Manager (Global Customer Management)

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DSV - Global transport and logistics
In 1976, ten independent hauliers joined forces and founded DSV in Denmark. Since then, DSV has evolved to become the world's 3rd largest supplier of global solutions within transport and logistics. Today, we add value to our customers' entire supply chain by transporting, storing, packaging, re-packaging, processing and clearing all types of goods. We work every day from our many offices in more than 80 countries to ensure a steady supply of goods to production lines, outlets, stores and consumers all over the world. Our reach is global yet our presence is local and close to our customers.  Read more at www.dsv.com

Location: USA - VIRTUAL - US Virginia 

Division: Group 
Job Posting Title: Regional Program Manager (Global Customer Management) - 111996 
Time Type: Full Time

We have two unique openings for Program Management for our Global Customer Management Team:

• East Coast - Strong preference for Washington DC area
• West Coast - open to west region with close proximity to major airport - Dallas TX would be prime location

Purpose of the role

This Global Customer Management (GCM) Program Manager will focus on a specific Region as assigned in the United States.  This role provides critical support to the Global, Regional and Local Customer, Data Center, and Internal Operations Teams. The GCM Program Manager is also responsible for being the liaison/direct link to the client in shaping the strategic direction of the program driving operational standards and harmonization through effective project management and continuous improvement support.

Key responsibility

Strategic and Operational Tasks

•Responsible for driving strategic scope (‘programs’) for the Global Customer Management (GCM) Team with a focus on process & tools development, standardization, reporting & compliance •Act as senior operational expert ensuring global standardization of processes/tools/systems, continuous improvement/innovation/best practice sharing and support new business implementations •Drive and facilitate the global strategic planning process (‘roadmap’) and associated supporting projects. •Track and ensure strategic initiatives are managed, delivered, and measured to meet customer goals •Drive performance across all sites globally in the account through continuous auditing, key metric monitoring and escalate any risks/issues •Communicate proactively across business units and organizational layers to gain feedback, buy-in and alignment •Challenge assumptions and use project/program management knowledge and expertise to keep leaders engaged •Lead the development of communication strategy and execution of strategic scope to promote company strategy and priorities •Supports change management programs linked to the strategic scope that supports customer strategy •Support operations to identify, design, and implement continuous improvement initiatives. Measure and report impact.  

Customer and internal relationships

•Collaborate with Global Customer Management (GCM) Center of Excellence (CoE) colleagues to align and involve key sub-program developments across Business Management, Safety, Security, Sustainability, Quality, CIP, Operations Excellence, Innovation, etc. •Build, maintain and manage relationships across all levels of the organization and act as the operational interface at global level to appropriate stakeholders on the customer side, understanding their demands  

• Will also collaborate with Country Managing Directors and site managers to support development activities.  Will also align on strategy and serve as back-up support to senior GCM resources.  Will also partner with other GCM resources, Regional and In-Country IT, Data Center, and Internal Operations Teams to engage, leverage, utilize, and inform. 

P/L

•Improves revenue and profitability in collaboration with Country P/L owners, GCM Head and Business Development

 KPIs

•Yearly growth of revenue •Yearly growth of EBIT (total and %) •Customer NPS (Customer satisfaction)   Qualifications & Expertise •Bachelor in logistics or si