Global Service Delivery Manager

Note: Location is flexible according to the selected candidate!

YOUR ROLE

This role is part of the Business Process Excellence team structure, directly reporting to Global BPE Head. Acting as the GHO point of contact for managing complex customer escalations within War Room process, supporting Global/regional initiatives to improve customer satisfaction, and delivering value added services to customers.

This role provides strong guidance to Regions/Global product lines, Sales (GKAM) and Operations regarding REX on resolved customer complaints and plays as a facilitator about CX’s improvement plan. Collects customer feedback and engages with OKAMs and ops teams to define and implement operational improvement actions.

Leads (or supports) Hypercare / War Room for customers’ critical escalations – Key customer contact. Owns Hypercare / War Room methodology and governance.

WHAT ARE YOU GOING TO DO?

• Work closely with the account management, product management teams, Ops internal and external teams (GBS) regarding effectiveness of recovery plans to our customers to address any areas of concern
• Responsible to improve, implement and govern customer operational performance approaches (e.g. Hypercare, War Room…) and enforce usage of specific tools to drive customer operational performance improvements (e.g. PDCA, 8Ds, Kaizen)
• Lead or support coordination of Hypercare/War Room for customer’s critical escalations. This includes the diagnosis phase, actions plan, follow-up (internal and with customer) and communication plan. Build a strong customer orientation with his/her counterparts and develop a culture where service quality is ingrained in all that we do
• Reviews with the OKAMs the current performance issues, evaluates customers at risks and jointly elaborates and implement improvement actions plan (to improve performance and avoid escalations)
• Responsible to get a good overview of customer complaints (post go-live), to identify customers at risk and to review with the respective OKAMs, or Customer Service Teams, to jointly create and implement improvement actions plan                                                                                                                                                                                                                           
• Provide visibility (frequency and channel to be defined) to senior management of customers at risk, main issues, main countermeasures. Monitor, control and escalade existing gaps of resolution/actions plan to Regions/GHO
• Define clear KPIs to measure Customer Operational Improvements, per customer (during Hypercare or operational improvement plan) and generic for the team. Track progress and provide visibility
• Engage with Manager Continuous Improvement (BPE) to review common operational issues and to identify opportunities for continuous improvement at regional / global level. The CI team will the take the lead on identifying the root causes evaluate options and define / implement countermeasures. Ensure sharing of good practices globally (delivery improvements to improve customer satisfaction)
• Create defined SD KPI reports. Generate required reports from CEVA systems in order to analyze and evaluate WR effectiveness. Conducting a root cause analysis when results are subpar, and report to Global BPE Head/Global Product Head/GKAM; Prepare data and reports for weekly/monthly/quarterly business reviews

WHAT ARE WE LOOKING FOR?

• Supply Chain, Engineering, Management, Administration school degree
• Minimum of 3 years of in-depth experience in freight forwarding operations in an Operational or Sale function
• Minimum of 3 years of experience in operations
• Minimum of 2 years of experience in customer facing / customer management roles (e.g. Customer Service, OKAM, Business Implementation)
• Customer centric
• Very good knowledge of Air and/or Ocean operations
• Excellent Continuous Improvement knowledge – methodologies and tools
• Very good performance management skills and experience
• Good knowledge of market conditions
• Very good experience managing customer communication and expectations

WHAT DO WE HAVE TO OFFER?

With a genuine culture of reward and recognition, we want our employees to grow, develop and be part of our journey. There’s no doubt that you will be compensated for your hard work and commitment so if you’d like to work for one of the top Logistics providers in the world then please do get in touch to find your next role.

ABOUT TOMORROW

We value your professional and personal growth. That’s why we share plenty of career opportunities for you to thrive within CEVA. Join CEVA for a challenging career.

As a global organization, and as part of the CMA CGM Group, diversity is critical to our business success; only when we can reflect the cultures, languages, behaviors and local knowledge of our customers, we can succeed. By employing people with different experiences and abilities, we expand our knowledge and increase our creativity and innovation. 

Please note:  Legitimate CEVA Logistics recruitment processes include communication with candidates through recognized professional networks, such as LinkedIn or via an official company email address: firstname.lastname@cevalogistics.com. We recommend that you do not respond to unsolicited business propositions and/or offers from people with whom you are unfamiliar.