Air & Ocean

Programme Manager


This position is expected to maintain and drive agreed operational procedures on a regional basis in order to reach the highest possible customer service standards. The individual will become a true Customer expert and will contribute to the company and vertical development through best practice sharing. The incumbent is also responsible for helping to position our client as a Key Strategic Partner for the customer through the achievement of operational excellence.

Key Responsibilities

The Program Manager (PM) has the Operational ownership of the consistent service delivery to the customer(s)

  • The PM is accountable for the operational relationship with our customers and owns the execution in the operational teams serving these customers
  • The PM provides oversight of the operational performance and guidance on improvements
  • The PM must collaborate and support other members of the account team to assure desired performance and service level
  • Become an ‘Operational Excellence’ ambassador and encourage operational staff to apply best practice
  • Conduct periodic reviews with customer(s) to ensure internal performance is reflected in customer satisfaction
  • Lead improvement and corrective projects and ensure the learning’s are captured and distributed internally
  • Participate in the PM community and support best in class operational performance for Key Accounts

Expectations from the Role

Service delivery and customer service

  • Develop, configure and implement customer dashboards that satisfies customer current and future demand
  • Establish appropriate KPI’s and own the performance against these
  • Maintain and improve internal measurement and visibility of operational performance
  • Be the Account ‘point of contact’ and ‘go to’ person for operational escalations
  • Drive the development of local 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 offices
  • Report periodic performance to the KAM, Local COO and Head of Implementation & Programme Management
  • Prepare and participate in quarterly QBR with customer(s)
  • Collect, validate, consolidate, monitor and report any significant customer requirements, expectations and trends
  • Support the commercial teams with enquiries and expertise into these areas
  • Establish and maintain archive of SOP, IOP and other operational data

Cost to serve and cost of service

  • Assist with the increasing of productivity in all involved operational offices
  • Review operational processes and validate possibilities of cost reduction against service delivery level
  • Implement and verify implementation of cost reduction projects in our delivery and support cost reduction projects in the customer supply chain
  • Establish procedures that will minimize our exposure to risk associated with compliance, trade controls and HSSE
  • Report periodic performance to Commercial Owner and Head of Implementation and Program Management

Operational Excellence

  • Establish high productivity standard processes and create a robust and predictable execution
  • Automate processes and lead the development of tools to enable automation
  • Apply appropriate OPEX/Continuous Improvement methods in the way day-to-day operations is executed according to our standards
  • Define customer and internal KPI’s and drive performance towards them
  • Lead continuous improvement and capture Lessons Learned
  • Participate in Lesson Learned workshops and ensure Best practise is defined, distributed and available to all key accounts
  • Put in place Business Continuity Contingency Plans to ensure constant delivery during changes in the operating environment
  • Make expertise and knowledge available to our Operations and drive Operational Excellence through day-to-day execution and participation in inspirational workshops regionally and locally
  • Represent the account(s) during additional business implementations

Innovation and development

  • Engage with Commercial and Operational experts on a Regional and Local level to explore new developments servicing the changes in customer demand
  • Evaluate our solution modules against the current customer supply chain and make recommendations to KAS/Management for improvement projects
  • Take ownership of customer initiated projects and ensure internal resourcing is appropriate to execute within the agreed timeline
  • Participate in customer innovation workshops arranged by KAS with the customer
  • Take responsibility for Customer projects and drive the development agenda


  • Customer Satisfaction Survey score (NPS)
  • External KPI’s – the meeting of client operations KPIs
  • Drive productivity improvements across the customer (this includes all operational and financial aspects)
  • Program development to meet / exceed / improve operational KPI of the customer
  • Cost to serve
  • Increase volume and revenue earned from customer
  • Service delivery level
  • Project Management effectiveness

Required knowledge & Skills

  • Extensive Account Management or Operational experience in supply chain or logistics preferably in a logistics provider, multinational company or consultancy
  • Ability to build strong relationships with customers
  • Good knowledge of Supply Chain, Ocean, Air and Landside Service Products
  • A good understanding of financial management processes
  • A good understanding of the sales process for medium to large customers including commercial contracting and tendering
  • A good understanding of Customer Service Quality Standards and CI processes such as LEAN, OPEX etc.
  • 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
  • Strong communication and influence skills
  • Ability to interface with Senior Management
  • Being a team member supporting the regional/country teams proactively
  • Ability to build strong effective networks


  • Multi-tasking and high capacity for managing stressful situations and projects
  • Assertive/decisive
  • High sense of urgency and persistence
  • Confidence in dealing with people and building relationships
  • Discretion and judgment in dealing with confidential matters
  • Ability to problem solve and recommend appropriate course of action
  • Able to give constructive feedback and challenge where appropriate
  • Ability to interpret different scenarios using knowledge gained from previous experience, policies and guidelines.
  •  Result Orientated


  • Continuous Improvement techniques and metric driven
  • Business Process Improvement tools
  • Strong verbal, written, presentation skills, communication
  • Project Management and training skills recommended
  • Analytical thinker

Closing date for applications will be 4th March 2018.

Please contact Tom Clarke for more information on 01992 440026

Job Summary
  • JOB ID:

  • Region:

    South East and/or London
  • Salary:

    £35,000 - £45,000
  • Benefits:

  • Details:

    Closing date for this role is 4th March
  • Contact:

    Tom Clarke