Program Manager - Customer Programs

Our vision is to be the source of truth in global supply chains. Our mission is to build a world-class business that will evolve for decades and help create a tangible difference in our world.

 Oritain is the global leader in scientifically verifying origin, notably in the cotton/textiles, food, and pharmaceutical sectors. We exist to protect the reputations of our customers and US borders by identifying and mitigating well-known risks in global supply chains. Sustainability isn't just about tackling climate change; it represents a growing conscience around our actions and their impact on people, animals, and the planet. The personal, professional, and governmental move to sustainable practice is driven by a desire to change our impact on the world. Still, we can only do this by knowing the certainty of our actions.

 As a result of our continued growth, we’re looking to hire our first Program Manager, based inLondon. You’ll be responsible for leading and taking ownership of our Customer Programs and rolling them out to our highly strategic Global Enterprise Accounts - typically Global Fashion brands, Retailers, and Manufacturers. Your work will be instrumental in executing these programs, and we’ll be looking for your input and expertise to help us continually develop our playbook and blueprint for these initiatives. Your role is crucial in furthering our mission to protect our customers' reputations by identifying and mitigating risks in global supply chains.  

This key role will see you leading cross-functional teams to define and execute our customer programs, collaborating closely with Sales, Service Delivery, and Product teams to ensure that programs meet and exceed our customers' objectives and deliver exceptional outcomes. 

Key Responsibilities:

Customer Program Management: 

• You’ll be pivotal in key accounts’ program design, proposal, and contract development, working closely with Sales and Solutions Architects during the pre-sales cycle to support discovery and initial program design.

• Ensure seamless integration of Service Delivery and Product inputs from proposal design to contract signature. 

Program Execution: 

• Establish and champion program methodology and governance frameworks, driving the cadence and process for quarterly planning and annual roadmaps, ensuring all parties are committed

• Craft detailed project plans and expertly manage risks and dependencies across various groups.

• Foster seamless collaboration across internal teams, customers and third parties

• Capture and prioritise customer feature requests, working closely with our product teams to bring them to life. 

Program Reporting and Health:

• Harness the power of executive dashboards to drive critical outcomes and showcase success to customers.

• Vigilantly monitor program progress and utilisation, collaborating with Service Delivery and customer contacts to ensure everything stays on track.

• Deliver clear, actionable reports on program status, risks, and issues; swiftly escalate and implement remediation plans while proactively identifying and mitigating potential risks. 

Customer Relationship Management: 

• Drive high-stakes executive discussions to ensure customers realise maximum value from our programs.

• Forge and cultivate strong relationships with key customer contacts, becoming their trusted advisor.

• Stay attuned to customer sentiment, ensuring seamless cooperation from their employees and vendors.

• Play a crucial role in the QBR process, partnering with the Account Manager to develop compelling content and track progress toward ambitious program objectives.

• Bachelor’s degree in business, Project Management, or a related field (PMP/Scrum certification is a plus).

• At least 8+ years of project management experience with a track record of delivering high-quality projects on a global scale.

• Strong leadership and team management skills.
• Excellent communication, interpersonal, and negotiation skills - you can articulate your messaging and communication style to your audience.
• Analytical and problem-solving abilities with exceptional attention to detail. You can quickly identify and anticipate problems before they arise and can mitigate these risks.
• Experience with Agile and Lean practices.
• Proficiency with business tools (Word, Excel, PowerPoint, Outlook) and Atlassian suite (Jira, Confluence, Trello).
• Prior experience in professional services or a good understanding of global supply chains would be a plus.
• Willing and able to travel (local and International travel) to our global offices and customers sites (30%)
• This hybrid role is 2-3 days weekly in our London, Farringdon offices.

In return, we offer

• 27 days annual leave

• Flexible benefits package including 24-hour GP service, wellness allowance, cashback plan

• two days per calendar year for volunteering leave

• Breakfast bar
• Enhanced Maternity/Paternity leave
• Pension

Published: 16 September 2024