Job Description:
Regional responsibility in South Asia & Oceania, proactively leading and managing a team of Customer Program practitioners working closely with Overseas Regional Blocs and Network offices in successful new business onboarding through sustainable account program across various industries.
Responsible for new business implementation and customer program managing.
75% time spent on retention existing customer business with 25% on penetration of new opportunities.
Champion proactive and reactive customer issue resolution.
Review and establish Customer business On-boarding to prepare and enhanced implementation formats (Project Plan layout, SOP and WIs template) in total alignment and compliance to SLAs such as contract term, KPIs, billing, EDI milestones requirements, etc.
Co-ordinate rates validation with KAM and Tender/Pricing groups to ensure proper application for new business and customer program.
Organize, conduct and engage active conference calls with internal/external stakeholders to roll-out smooth business implementation.
Ensure most efficient business program in place to attain highest level of productivity and customer satisfaction.
Identify improvement area, develop and execute action plan with clear timeline to monitor the efficiency of new process.
Support KAM on day-to-day customer escalation, including troubleshooting.
Preparing and presentation of customer QBR/MPR/SPR/KPI reporting with KAM.
Other duties and responsibilities assign by Direct Report and the Management

Personal Qualities:
Target driven and achieving budget.
Effective with time management and prioritization.
Flexible and ability to adapt to changes.
Strong team leader and team player
Comfortable speaking to all levels of management.
Independent, resourceful, able to work under pressure and meet deadlines.
Excellent analytical, communication and interpersonal skills
Strong organizational skills (prioritize, plan, assign, and control).
Professional Qualities and Experience:
Bachelor’s degree or equivalent.
Minimum 10 years’ experience in Freight Forwarding and Multi-modal Logistic regional Account program management
Excellent command of written and spoken English.
Proficient in common computer applications (Office, Excel, PowerPoint & Word)
Good business proposal writing
Proven performance track record.