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Maersk is a global leader in integrated logistics with a long history of industry innovation. We focus on diversity, collaboration, and continuous learning to reflect and serve our customers. With over 100,000 employees across 130 countries, we shape the future of global trade and logistics. Join us as we harness cutting-edge technologies to unlock opportunities on a global scale and work toward a more sustainable future with Maersk.
The Customer Implementation Manager oversees the successful execution of new implementations, managing both customer-facing and non-owned projects within the designated area. This role involves close collaboration with Commercial Managers, Customer Service Managers, and other stakeholders to ensure seamless onboarding of new customers. Responsibilities include managing complex internal and customer-facing projects, providing customer liaison for satisfaction, and serving as the key contact point during implementation and execution phases. The manager also ensures staff understand SOPs and processes and maintains clear process documentation for implementation plans. Upholding business conformance is a key focus of this role. This location is flexible within the UK for the ideal candidate.
Key Responsibilities
* Project Management and Implementation: Run implementation projects in adherence to the Maersk implementation methodology as well as client requirements.
* Provide project status visibility to stakeholders, establish milestones, and manage risks.
* Manage project stakeholders within the agreed scope and timelines, ensuring reporting and documentation are submitted on time.
* Write and agree the content of the Standard Operating Procedures and support creation of Internal Operating Procedures in conjunction with Customer Service; participate in quarterly/yearly reviews between Client/Ops teams where needed.
* Provide comprehensive status updates on all projects and implementations to stakeholders and senior management when required.
* Ensure post-implementation handover to Operational teams with full process review and alignment on execution tasks, timelines, and deliverables.
Client Relationship Management
* Develop strong relationships with key clients, lead clients through the onboarding process, and manage scope; ensure solutions align with what was sold.
Operational Engagement
* Participate in solution design and develop creative solutions; ensure infrastructure for new client solutions is in place; ensure compliance and optimize operations for high service quality.
IT System Applications
* Support system implementation and application demonstrations where required.
* Act as a monitoring conduit between the Client and Maersk EDI team to ensure project outcomes; provide guidance to the Commercial team on IT requirements for the new client and sign-off.
Customer Process Development
* Support Maersk management and global operations in re-engineering existing customer processes to increase efficiency and drive down cost to serve.
* Act as an Operational Excellence ambassador and encourage staff to apply best practices; document, implement and control new process rules with clear roles and measurements.
* Take accountability for parts of customer programs as required, scoping and finalizing projects within the whole supply chain structure.
Support of New Business/Staff
* Support new business activity within the customer service teams; ensure new business is implemented effectively and that SOPs are communicated to new business teams as per contractual obligations.
* Support training for new staff and provide IT system training, leadership, coaching, and mentoring where needed.
What we look for
* Strong Project Management skills for effective execution.
* Proficiency in IT tools (MS Office, PowerPoint, MS Project) and excellent time management.
* Experience with Continuous Improvement techniques and a metric-driven mindset.
* Exceptional verbal, written, and presentation skills.
* High sense of urgency, persistence, responsibility, and accountability.
* Confidence in interpersonal skills and relationship building.
* Ability to quickly adapt to new processes and systems, delivering results independently.
* Effective stakeholder management across organizational levels.
* Customer-centric mindset and extensive experience in shipping, forwarding, or logistics.
* Understanding of UK inbound retail processes, origin consolidation, and purchase order management.
* Desire to create and implement business processes with a focus on operational excellence.
* Ability to work unsupervised and influence decision-makers in a matrix organization.
* Proven track record of delivery and navigating complex operational and commercial challenges.
* Exposure to Business Improvement/Lean tools; excellent communication and influencing skills across local, regional, and global levels.
* Proactive team member capable of building strong networks within global/regional/area teams.
* Knowledge of risk management and the ability to identify activities.
What we offer
* 25 days annual leave with the option to buy or sell 5 days.
* Annual bonus and pension scheme.
* Family-friendly benefits and retailer discounts through our Benefits Partner.
* Access to our Employee Assistance Program with free access to mental and financial health tools.
Maersk is committed to a diverse and inclusive workplace and is an equal opportunities employer. We welcome applicants regardless of race, colour, gender, sex, age, religion, national origin, ancestry, citizenship, marital status, sexual orientation, disability, medical condition, pregnancy or parental leave, veteran status, gender identity, or any other characteristic protected by applicable law. Qualified applicants with criminal histories will be considered in a manner consistent with legal requirements. We can support reasonable adjustments during the application and hiring process. If you need special assistance or accommodations to use our website or apply for a position, please contact us at accommodationrequests@maersk.com.
Seniority level: Not Applicable
Employment type: Full-time
Job function: Management and Manufacturing
Industries: Transportation, Logistics, Supply Chain and Storage
Location notes: Alfreton, Barton Under Needwood, Derby, Shepshed in the United Kingdom (various postings).
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