About the role

The incumbent is responsible for customer stabilization, retention, and optimization, ensuring stability in the customer experience. He will lead a team and establish clear KPIs and SLAs for defined customer programs, ensuring clarity of understanding and program execution expectations. With the help of his team, he will own the strategic operational roadmap for his customer(s), prioritizing and balancing the opportunities for greatest impact to the bottom line, while relentlessly driving optimization of the customer program across active geographies.

Roles & Responsibilities

Lead a team of Program Managers to oversee the governance and delivery of customer programs across assigned accounts within their cluster.
Take a comprehensive view of operational program delivery and its impact on customers strategic goals and objectives.
Apply appropriate program/project management methodologies to ensure intended outcomes are identified, tracked, and achieved.
Collaborate with internal and external partners involved in delivering defined customer programs.
Identify and resolve recurring internal process failures, redundancies, and root causes of recurring problems.
Remove execution barriers to enable smooth and timely program delivery.
Define and drive program improvements through data review, trend analysis, and performance insights.
Oversee and lead the implementation of agreed solutions to improve outcomes.
Manage customer escalations requiring senior-level problem-solving, intervention, and leadership.
Translate customer requirements into operational procedures to enhance overall customer experience.

Continuous Improvement

Review current operations and implement innovation/continuous improvement processes to generate new ideas.
Ensure continuous improvement initiatives deliver the required outcomes and measurable benefits.
Participate in best-practice sharing to improve delivery consistency and effectiveness.
Evaluate client-facing scope and activities to maximize value delivery and resource efficiency.

Requirements:

10+ years of experience in logistics, supply chain, freight forwarding, customer solutions, program management, or related fields.
3–5 years of people management experience.
Proven experience leading key account programs and operational delivery in a complex, customer-focused environment.
Strong leadership capabilities, including coaching, mentoring, and developing team members across multiple locations.
Demonstrated ability to build strong customer relationships and collaborate effectively with internal and external stakeholders.
Experience driving operational excellence, continuous improvement initiatives, and service delivery performance.
Strong problem-solving and decision-making skills—able to identify issues, remove barriers, and implement effective solutions.
Proven ability to manage multiple priorities and customer programs while delivering business objectives and maintaining customer satisfaction.
Hands-on, proactive working style—capable of balancing strategic planning with operational execution.
Excellent communication and stakeholder management skills, with the ability to influence across different levels and functions.
Approachable, collaborative, and customer-focused leadership style that builds high-performing teams and drives results.
Willingness to travel quarterly between Singapore and Malaysia as business needs require.

Team Manager, Program Management - Key Accounts (Asia)