Program Manager

• Act as the primary point of contact for customers’ escalation, taking it back to internal stakeholders, i.e. operations, tech, and wider group, if necessary, for quick turnaround resolution or proposing alternatives.
• Manage current and potential issues/concerns from customers, discerning the severities and complexities of the issues, resolving them based on mutually agreed priorities.
• Identify future needs or gaps that may impact our performances, raising up any related CRs as necessarily for long term solutions.
• Carry out root cause analysis and reviews with internal stakeholders for any issues reported by customers, supporting explanations to customers.
• Negotiate tactfully to avoid or minimise imposable penalties and liabilities, as per commercial agreements.
• Actively track performance and jump in when customer satisfaction is at risk.
• Communicate and articulate on details, in regular customer business reviews and be analytical for any reporting data, where it leads to continuous improvements/follow up and corrective action plans.
• Contribute to process designing, ensuring SOPs and KPIs are drafted and implemented for new projects or for current accounts.
• Liaise and ensure SIT, UAT and Go-Lives Date are met for new customers.

• Bachelor’s degree in Business, Transportation, Logistics, Supply Chain Management or related field preferred; or equivalent combination of work experience.
• A minimum of 3 to 5 years of experience working within the logistics, supply chain or freight forwarding industry
• Customer facing roles preferred with experience in key account program management.

Singapore Post