Client Program Manager - London, United Kingdom - Grafton Recruitment

Grafton Recruitment
Grafton Recruitment
Verified Company
London, United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

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Description

Client Program Manager - Retail Clients

Remote

Salary:
£60,000 + bonus


Grafton Recruitment are working exclusively on behalf of a very successful, global Logistics & Supply Chain Solutions Business to source an experienced Client Program Manager who would be accountable for the operational relationship with the customer andowns the execution in the European Customer Experience teams serving the customer.


The purpose of the role is to coordinate project management from initial enquiry stage to order placement co-operating with the relevant suppliers and internal departments.

As a successful Client Program Manager, you will work on high value and complex projects,supporting internal stakeholders with your outstanding negotiation and organisation skills.


THE ROLE:


  • The CPM must collaborate and support other members of the global account team to assure desired performance and service level.
  • Conduct regular 'Gemba' walks in the main executing branches to detect existing and potential process errors, determines corrective or preventive measures where indicated, and follows up to ensure processes have been improved and implemented.
  • Conduct periodic reviews with customer(s) to ensure internal performance is reflected in customer satisfaction.
  • Collaborate with the other CPMs share best practices in order to improve the service delivery and create value for the customer.
  • Participate in the Customer Program Management community.
  • Focus of the role will predominantly be to account manage a wide range portfolio of strategic retail clients as well as working on other projects/activities such as improving efficiencies, value creation as well as project integration.

Some of your responsibilities as a Client Program Manager are listed below:

  • Maintain and improve customer satisfaction levels (NPS).
  • Ensure internal KPIs are aligned with customer agreed KPIs and that there is one data set globally that reflects the customer and internal performance with regard to KPIs and other statistics (volume).
  • Maintain and improve internal measurement and visibility of operational performance.
  • Be the Account 'pointofcontact' and 'goto' person for operational escalations in Europe.
  • Support the development of Global and Regional standards and IOPs.
  • Ensure all SOP/IOP(s) are adhered to and shortfalls are corrected on priority.
  • Host and engage in regular customer service calls with overseas branches.
  • Implement and verify implementation of value creation projects for the customer.
  • Support KCM and local sales owners in commercial pursuits for the customer or other customers.
  • Support establishing a profitability baseline for the account on EBIT level.
  • Review operational processes and validate possibilities of productivity improvement against service delivery level and drive improvements accordingly.
  • Ensure the account perspective is communicated to the European CX community.
  • Establish procedures that will minimize company exposure to risk associated with compliance, trade controls and HSSE.
  • Report periodic performance to CX Managers, Area MDs, Europe Regional Head of Program Management and other relevant European or Account stakeholders.
  • Represent the account(s) during additional business implementations along with the implementation team leading the implementation.
  • Engage with Commercial and Operational experts on level to explore new developments servicing the changes in customer demand.
  • Participate in area / regional Customer Program Management meetings, calls and share best practices proactively.
  • Take ownership of customer initiated projects and ensure internal resourcing is appropriate to execute within the agreed timeline.

THE CANDIDATE:

The ideal Client Program Manager

  • Bachelor Science degree preferably in Business/Logistics/Engineering.
  • 3+ year's relevant experience with a proven track record in operational management within Logistics.
  • Understanding and passion for driving Operational Excellence in the business.
  • Ability to work in a matrix organization and influence decision makers.
  • Proven and sustained track record of delivery, with focus on driving results through others.
  • Experience of working with wide variety of complex operational and commercial challenges.
  • Exposure and understanding of Business Improvement / Lean tools.
  • Excellent communication and influence skills.
  • Ability to interface with local and regional management teams.
  • Being a team member supporting the global/regional/country teams proactively.
  • Ability to build strong effective networks.
  • Knowledge of risk management with the ability to identify activities.

BENEFITS:


  • Excellent salary
  • Bonus
  • Contributory pension scheme
  • Global organisation

HOW TO APPLY:

To be considered for this role, please click on the link provided. If you would like any further information about this vacancy before applying, please feel free to contact Kamila Korzeniewska on
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