Brussels Metropolitan Area
A Program Manager with 20+ years of experiences in DHL various entities. The strongest key areas are Governance, Management, Infrastructure, Planning and Improvements
• Primary customer relationship manager for the region • Strategic and commercial account owner • Solution Focused Approach • Coaching • Liaise between the customer and the DHL organization • Drive business model improvements • Strategic solution consultant • Day to day relationship manager and internal liaison • Monitor of key performance indicators and trends • Pro-active actions to improve service or prevent re-occurrence of issues • Performs root cause analysis & corrective action coordination • Manages change requests through life cycle • Manages Issue and Action logs • Complaint escalation point of contact • Analyze data to identify trends and potential issues • Responsible for 25+ countries in EMEA region
• Monthly & Quarterly Business Reviews • Customer Satisfaction analysis • Customer Relationship • Complain Management (EMT/PIC) • Corrective actions log consolidation • Involvement in Commercial & Implementation phase • CRF support • Coordinate billing issues with billing entities • PSD & handbook update • Cost reduction initiatives • Special Projects (SPC Closures) • Training of new colleagues in PM team • Country Responsibility: Germany, Switzerland, Austria, Poland, Hungary, Czech Rep. Slovakia, Denmark, Norway, Sweden and Finland
• Monitoring SD and ND performance • Performance reporting • Communication • Assist the Program Manager in delivering service performance against agreed KPI’s • Complain Management (EMT / PIC) • Preparation of MBR packs • Daily Consolidation of activities reporting & trend analysis • Country Responsibility: Germany and Switzerland
• Responsible for marketing flyer (Prof. and Retail) • Responsible for POS cash counter installation and support • Management of customer support teams • Coordination of replenishments for 37 stores in Germany • Store Manager Outlet Mörfelden