Customer Program Manager

Job Title: Manager - Customer Program, OFR 

This role serves as the operational bridge between customers, stations, and regional/global product teams, ensuring optimized supply chain execution and service reliability. It focuses on performance management, escalation handling, visibility enhancement, and innovative solution development to support customer growth and network efficiency. 

Key Responsibilities:  

• Customer Relationship Management: Build and maintain strong business partnerships with external customers across all levels, ensuring alignment on service expectations and operational goals. 

• Operational Performance & Escalation Management: Lead and drive tactical and operational performance across DGF products (Sea, Domestic, and Brokerage). Conduct root cause analysis and proactively develop supply chain strategies while managing and resolving customer escalations. 

• Customer Engagement & Strategic Presentations: Prepare and deliver performance reviews, opportunity analysis, and strategic plans in regular customer-facing meetings. 

• Cross-Regional Collaboration: Partner with regional counterparts to develop and execute cross-regional initiatives, fostering streamlined solutions and consistent service delivery. 

• Operational Visibility & Flow Optimization: Support DGF stations with tools and visibility to improve the management of goods and data flow, driving efficiency aligned with best practices. 

• Product Operations Alignment: Collaborate with regional and country-level product operations teams to enhance operational effectiveness and network cooperation. 

• Special Project & Issue Escalation: Provide visibility to regional/global product teams on special projects and operational issues impacting customer performance. 

• End-to-End Solution Delivery: Coordinate with global/regional Ocean Freight teams to ensure harmonized product implementation and seamless origin-to-destination execution. 

• Demand Planning for Peak Seasons: Work closely with product management teams to plan and manage seasonal volume fluctuations effectively. 

• Innovative Solution Development: Partner with Customer Solutions & Innovations, other DPDHL business units, and external stakeholders to develop tailored solutions that meet evolving customer needs. 

• Shipment Monitoring & Performance Analysis:  

• Proactive shipment tracking and exception management. 

• Deliver comprehensive reporting including: 

• Contractual vs. non-contractual volume analysis. 

• Performance evaluation by service type and legacy systems. 

• Station-level performance tracking with a focus on UK locations. 

• Weekly Reviews & Support Coordination: Facilitate weekly performance reviews to identify trends, control exceptions, and offer operational support to stations. 

• Exception Handling for Non-US Lanes: Manage and report exceptions for Foreign-to-Foreign shipments to ensure consistent service quality. 

• Continuous Improvement & R&D:  

• Development of new operational support reports. 

• Dedicate time for process optimization through: 

• Improvement of data quality and reporting efficiency. 

• Adaptation of reports in response to system changes. 

Required Skills & Qualifications: 

• Bachelor's degree from a recognized university in any discipline; management qualification is preferred. 

• Minimum of 5–8 years of relevant experience in logistics operations, with a strong focus on Ocean Freight. 

• Solid understanding of transport and logistics management, including international logistics and complex supply chains.  

• Proven experience in logistics solution development and the ability to resolve complex and expedited supply chain challenges.  

• Demonstrated capability to drive process improvements using Lean / First Choice / Six Sigma tools (e.g., GEMBA, KAIZEN, Pareto analysis).  

• Strong analytical, organizational, and project management skills, with the ability to manage multiple priorities and deadlines.  

• Effective stakeholder management skills, with confidence in engaging customers, suppliers, and third‑party service providers.  

• Ability to lead cross‑functional teams and deliver results in a fast‑paced, global, multi–time‑zone environment.  

• Resilient problem‑solver with a structured, persistent, and solution‑oriented approach.  

• Highly adaptable, with the agility to understand and respond to evolving customer needs.  

• Excellent verbal and written communication skills; strong interpersonal, listening, and collaboration abilities.  

• Professional demeanor with diplomacy, tact, and patience when handling complex or sensitive situations.  

• Self‑motivated, proactive, and committed to continuous learning and professional development.  

• Proficient in Microsoft Office 365; familiarity with additional digital tools is a plus.  

• Willingness to work in a 24/7 operational environment, including rotational and night shifts.