OFR Customer Program Manager at DHL Global Forwarding (UK) Limited

Chengdu, Sichuan, China -

Full Time

Start Date

Immediate

Expiry Date

18 Apr, 26

Salary

0.0

Posted On

18 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Focus, Influencing, Communication, Analytical, Problem-Solving, Product Expertise, Systems Expertise, Continuous Improvement, Leadership, Coaching, Performance Analytics, Program Delivery, Customer Communication, OFR Knowledge, CI Mindset

Industry

Logistics;Transportation;Supply Chain and Storage

Description

Role Purpose Lead a small, high-performing team of Program Managers to manage and continuously improve service performance and customer experience for selected key customers in Asia Pacific. The role coordinates people, processes, and systems across the DGF network to deliver on customer commitments, drive performance transparency and action, and embed continuous improvement practices. Key Responsibilities 1) Team Leadership & People Development · Lead, coach, and develop Program Managers; set objectives, review performance, and build capabilities in customer performance management, data-driven analysis, and CI methodologies. · Foster a culture of resilience, ownership, and customer focus; ensure quality content creation and effective communication standards across the team. · Plan resources and succession; coordinate work of others, delegate tasks, and ensure timely, accurate completion of projects and programs. 2) Customer Experience & Relationship Management · Serve as senior escalation point for key customers and internal stakeholders; ensure quick, clear, effective communications and resolution pathways. · Ensure customer service commitments are documented (e.g., SLAs, SOPs) and consistently delivered; lead/support Business Reviews covering performance, issues, and improvements. · Build trusting relationships with customers, key account managers, control tower operations, product teams, and SMEs to deliver on our customer promise. 3) Customer Performance Management · Own the performance management framework for assigned customer portfolios: define KPIs, monitor service levels, analyze root causes, and drive corrective actions. · Maintain robust documentation of performance records; ensure transparency on shipping profiles, volumes, profitability, and trends; coordinate resources to improve outcomes. · Ensure compliance with relevant regulations and standards in operations and service delivery. 4) Continuous Improvement (CI) & Project Delivery · Identify inefficiencies and improvement opportunities across processes, systems, and handovers; simplify complex topics and translate into executable CI initiatives. · Lead and oversee improvement projects, including customer integrations and cross-functional initiatives; apply First Choice/CI techniques where applicable. · Track benefits realization and embed new ways of working into the operating procedures and performance dashboards. Key Stakeholders · External: Key customer contacts across AP, including Supply Chain leaders and operations teams. · Internal: Control Tower Operations, Key account Managers, Product, Finance, IT/Data, and subject matter experts (customs, compliance, etc.). Required Skills & Competencies · Customer Focus & Ownership: Passion for working collaboratively with customers and colleagues; inspires trust. · Influencing & Communication: Quality content creation; clear, concise communication; ability to influence cross-functional teams. · Analytical & Problem-Solving: Strong analytical capability; attention to detail; able to quantify issues and drive solutions. · Product & Systems Expertise: Extensive OFR product and systems knowledge; logistics and supply chain know‑how; familiarity with operational tools and reporting systems. · Continuous Improvement: Knowledge of CI/First Choice techniques; ability to lead projects and embed improvements. · Leadership: Resilient and determined; coaches, reviews, and delegates effectively; coordinates work of others and runs programs end‑to‑end. Qualifications & Experience · Education: Bachelor’s degree or equivalent work experience. · Experience: Minimum 5–8 years in customer-facing operations within OFR, with advanced knowledge of operational tools, reporting systems, and improvement techniques; at least 2–3 years in team leadership or project/program management. · Language: Fluent in professional English (written and spoken); able to facilitate business reviews and executive updates. · Travel: Occasional domestic travel (customer sites, operations locations) and limited APAC travel, as required. Success Measures (KPIs) · Customer Experience: Improvement in NPS for managed accounts; reduction in escalations and response/resolution times. · Performance Management: Adherence to SLAs; focus on lead-time performance improvements%. · Continuous Improvement: Number and impact of CI initiatives delivered (cost, time, quality); benefits realization vs. plan; process adherence post‑implementation. · Team Outcome: Employee engagement; capability growth (skills certifications/CI training completion); delivery of team objectives and project milestones. Candidate Profile (Ideal Fit) A customer-obsessed operations leader with deep OFR and supply chain knowledge, skilled at turning performance insights into action and leading teams to deliver measurable improvements in service reliability, speed, and quality. Comfortable managing executive stakeholders and simplifying complex topics for decision-making. · Core Competencies · Leadership & Coaching: Builds capability; sets clear expectations; drives accountability. · Performance Analytics: Expert in KPI design, dashboarding, root cause analysis, variance control. · Program/Project Delivery: PM methodologies; benefits tracking; change management; governance. · Customer Communication: Strong presentation/storytelling; conducts confident Business Reviews; manages escalations calmly. · OFR & Systems: Hands-on with operational tools, reporting systems, and control tower workflows. · CI Mindset: Applies First Choice/lean tools; facilitates workshops; embeds standards.

Responsibilities

Lead a team of Program Managers to enhance service performance and customer experience for key customers in Asia Pacific. Manage customer relationships, performance metrics, and continuous improvement initiatives.