Department: MNC Americas
Location: Plantation, Florida
Reports to: Director Tender Management
Key requirements for this role: Candidates MUST have logistics experience and life science, lab, clinical trials knowledge/experience.
Job Purpose:
• Provide program management to MNC selected clients on Americas WMX platform & product.
• Lead various day to day customer & internal projects supporting DHL Americas LSH sales strategy, sales channel & customer development and aligning with internal functional areas for support.
• From the Clinical Trails arena, implement new studies within operational and commercial fields & coordinate with all functional areas including COG-RO, Customer Service, ECOM, Billing, Products / Marketing & WMX Country Champions.
• Oversee all clinical trials specific operational processes align with GSOP & proper KPI & analytical reporting is developed, maintained & provided to both internal stakeholder & external customers as required.
• Support x-functional development and continuous improvement of Life Science & Healthcare sector for MNC, CSI and other sales channels.
Principal Accountabilities:
• Ensure implementation phase of Regional and Global contract are executed in accordance to customer requirements and provide on-going performance reporting and process improvements, as required.
• Ensure effective resolution of customer escalations in the after sales environment.
• Ensure Program Management is driving the customer relationship and performance of regional solutions (current & future innovation) for Customers in the after-sales environment to increase customer loyalty and retention, as well as ensuring performance targets are met and exceeded.
• Implementation of Regional and Global contracts in Clinical Trials & WMX related activities and customers
• Coordination of all parties involved (Contract suppliers, Operations, Product, Procurement, Customs, Country Implementation team, IT, H&S etc)
• Program Management of specific Customers as aligned with line manager
Drive and coordinate:
• Regional and Global customers implementation/Program Management teams together with Regional account manager
• External Suppliers and DHL XBU’s (Inmark, DSC, DGF,…)
• Internal suppliers (e.g. KAD CS team, EKAS, Billing, Products)
• Internal support function (e.g. COG, IT, ECOM)
• Oversee all clinical trials specific processes. Ensuring tight and efficient coordination between clinical trial specific and standard DHL processes
• Global alignment with WMX – LSH Team members in each Region to ensure continuity in program management support and future solution development
Knowledge, skills and experience:
• Excellent operational biased project leadership
• Customer Service oriented focus and/or facing-support roles
• In depth knowledge of Life Science & Healthcare sector ideally with Clinical Research Sector (clinical trials) and logistics experience
• Strong IT skills and awareness with enhanced business modeling skills
• Creativity and ability to develop ideas and assist in solution design.
• Fluency in English & Spanish (Written and oral) both preferred
• Strong analytical skills & fully proficient in Excel, data analytics
• Ability to work effectively with & influence internal teams