Cog Program Manager
6 months ago
Lead solution development for assigned CSI, GMNC & key National customers, focusing on high service quality and performance whilst ensuring profitability and sustainability of solution design and processes.
- Support business acquisition & retention across portfolio of assigned customers customers through provision of operational guidance to ensure solution fit between customers' needs and Express’ operational capabilities.
- Serve as conduit between country Sales and Operations communities to identify/support business requirements of assigned CSI, GMNC and/or key National customers.
- Provide consultative recommendations on sustainable solutions that will drive new business and customers' satisfaction whilst being Global SOP compliant.
- Communicate customer-specific requirements to Operations stakeholders, obtain buy-in and support, locally and regionally where applicable.
- Lead and manage cross-functional teams to implement customer solutions as committed. All solutions must be clearly documented at pre-sale solution design for smooth onboarding to avoid scope creep.
- Lead customers' Monthly or Quarterly Business Reviews (QBRs) from Operations perspective.
- Manage overall performance of assigned customer program (CSI/GMNC/National) against agreed performance metrics/KPIs.
- Act as customers' main point of contact and drive customer relationship within after-Sales Program Management from Operations perspectives.
- Ensure agreed SOP and processes are current and consistently reviewed to meet customer requirements.
- Identify root causes for issues, determine suitable resolution and oversee implementation of agreed actions to improve service and ensure sustainability of improvement plans to avoid recurrence.
- Drive improvement using First Choice methodologies and best practices so as to reduce costs &/or increase revenue or productivity.
- Bachelor Degree of Higher
- 3-5 year experience in commercial function or related customer-facing interfaces
- Good command of English (Both of Spoken & Written)
- Excellent communication and presentation skills
- Data Analytical skills
- Operational knowledge of Express services & offerings, core capabilities and processes
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