Role PurposeWork as Program Managers to manage and continuously improve service performance and customer experience for selected key customers in Asia Pacific. The role coordinates people, processes, and systems across the DGF network to deliver on customer commitments, drive performance transparency and action, and embed continuous improvement practices.Key Responsibilities1) Customer Experience & Relationship ManagementServe as senior escalation point for key customers and internal stakeholders; ensure quick, clear, effective communications and resolution pathways.Ensure customer service commitments are documented (e.g., SLAs, SOPs) and consistently delivered; lead/support Business Reviews covering performance, issues, and improvements.Build trusting relationships with customers, key account managers, control tower operations, product teams, and SMEs to deliver on our customer promise.2) Customer Performance ManagementOwn the performance management framework for assigned customer portfolios: define KPIs, monitor service levels, analyze root causes, and drive corrective actions.Maintain robust documentation of performance records; ensure transparency on shipping profiles, volumes, profitability, and trends; coordinate resources to improve outcomes.Ensure compliance with relevant regulations and standards in operations and service delivery.3) Continuous Improvement (CI) & Project DeliveryIdentify inefficiencies and improvement opportunities across processes, systems, and handovers; simplify complex topics and translate into executable CI initiatives.Lead and oversee improvement projects, including customer integrations and cross-functional initiatives; apply First Choice/CI techniques where applicable.Track benefits realization and embed new ways of working into the operating procedures and performance dashboards.Key StakeholdersExternal: Key customer contacts across AP, including Supply Chain leaders and operations teams.Internal: Control Tower Operations, Key account Managers, Product, Finance, IT/Data, and subject matter experts (customs, compliance, etc.).Required Skills & CompetenciesCustomer Focus & Ownership: Passion for working collaboratively with customers and colleagues; inspires trust.Influencing & Communication: Quality content creation; clear, concise communication; ability to influence cross-functional teams.Analytical & Problem-Solving: Strong analytical capability; attention to detail; able to quantify issues and drive solutions.Product & Systems Expertise: Extensive AFR product and systems knowledge; logistics and supply chain know‑how; familiarity with operational tools and reporting systems.Continuous Improvement: Knowledge of CI/First Choice techniques; ability to lead projects and embed improvements.Leadership: Resilient and determined; coaches, reviews, and delegates effectively; coordinates work of others and runs programs end‑to‑end.
