Manager AFR CPM

Job Title: Customer Program Manager

In this role, you will have the opportunity to operate on a segment of service we offer for Air Freight, and be responsible for process & stake holder management, and drive improvements in the process.

Key Responsibilities:


* Customer Relationship Management: Build and maintain strong business partnerships with external customers across all levels, ensuring alignment on service expectations and operational goals.


* Operational Performance & Escalation Management: Lead and drive tactical and operational performance across DGF products (Air, Domestic, and Brokerage).

Conduct root cause analysis and proactively develop supply chain strategies while managing and resolving customer escalations.


* Customer Engagement & Strategic Presentations: Prepare and deliver performance reviews, opportunity analysis, and strategic plans in regular customer-facing meetings.


* Cross-Regional Collaboration: Partner with regional counterparts to develop and execute cross-regional initiatives, fostering streamlined solutions and consistent service delivery.


* Operational Visibility & Flow Optimization: Support DGF stations with tools and visibility to improve the management of goods and data flow, driving efficiency aligned with best practices.


* Product Operations Alignment: Collaborate with regional and country-level product operations teams to enhance operational effectiveness and network cooperation.


* Special Project & Issue Escalation: Provide visibility to regional/global product teams on special projects and operational issues impacting customer performance.


* End-to-End Solution Delivery: Coordinate with global/regional Air Freight teams to ensure harmonized product implementation and seamless origin-to-destination execution.


* Demand Planning for Peak Seasons: Work closely with product management teams to plan and manage seasonal volume fluctuations effectively.


* Innovative Solution Development: Partner with Customer Solutions & Innovations, other DPDHL business units, and external stakeholders to develop tailored solutions that meet evolving customer needs.


* Shipment Monitoring & Performance Analysis:


* Proactive shipment tracking and exception management.


* Deliver comprehensive reporting including:


* Contractual vs.

non-contractual volume analysis.


* Performance evaluation by service type and legacy systems.


* Station-level performance tracking with a focus on UK locations.


* Weekly Reviews & Support Coordination: Facilitate weekly performance reviews to identify trends, control exceptions, and offer operational support to stations.


* Exception Handling for Non-US Lanes: Manage and report exceptions for Foreign-to-Foreign shipments to ensure consistent service quality.


* Continuous Improvement & R&D:


* Development of new operational support reports.


* Dedicate time for process optimization through:


* Impro...