Customer Experience Program Manager

Roles & Responsibilities

Key Responsibilities

• Deliver solutions aligned with business requirements, customer specifications, and cost models.
  
  
• Conduct monthly and annual performance reviews with the Group Manager.
  
  
• Support regular customer meetings to review KPIs and service delivery.
  
  
• Drive service improvement and cost optimization initiatives to achieve performance targets.
  
  
• Lead continuous improvement efforts through root cause analysis, reviews, implementing sustainable solutions.
  
  
• Define operational needs and identify areas for improvement.
  
  
• Collaborate with cross-functional teams to resolve issues and align operational solutions.
  
  
• Manage integrated solutions to meet service performance, customer satisfaction, productivity, and cost objectives.
  
  
• Develop and implement customer-specific enhancements that improve performance and profitability.
  
  
• Communicate and promote contracts, SLAs, and operating procedures with internal and customer stakeholders.
  
  
• Oversee vendor management activities related to manpower, transport, packaging, and customer-specific supplies.
  
  

Requirements

• Experience in logistics operations, customer service, or sales, with knowledge of express network operations preferred.
  
  
• Foundational knowledge of supply chain management and problem-solving methodologies (e.g., 8D, CAPA) is an advantage.
  
  
• Exposure to Lean, Six Sigma, Prince2, or PMP is beneficial.
  
  
• Strong understanding of continuous improvement methods and process mapping.
  
  
• Experience using systems and databases for performance measurement is highly valued.
  
  
• Strong analytical, problem-solving, and critical thinking skills.
  
  
• Effective written and verbal communication skills; additional languages are an advantage.
  
  

Tell employers what skills you have
CAPA
Customer Experience
Critical Thinking
PRINCE2
Root Cause Analysis
Vendor Management
Packaging
PMP
Supply Chain Management
Customer Satisfaction
Customer Service
Service Delivery
Mapping
Lean Six Sigma
Business Requirements