Customer Implementation Manager - Maternity Cover
Join A.P. Moller - Maersk as a Customer Implementation Manager - Maternity Cover.
Maersk is a global leader in integrated logistics, pioneering the industry for over a century. Through innovation and transformation, we redefine the boundaries of possibility, setting new standards for efficiency, sustainability, and excellence.
We believe in the power of diversity, collaboration, and continuous learning, ensuring our organization reflects and understands the customers we serve. With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.
The Customer Implementation Manager oversees the successful execution of new implementations, managing customer-facing and non-owned projects. This role involves close collaboration with Commercial Managers, Customer Service Managers, and 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 ensures staff comprehension of SOPs and processes, maintaining clear process documentation for implementation plans.
Key Responsibilities:
* Project Management and Implementation
* Running Implementation projects in adherence to the Maersk implementation methodology and Client requirements
* Providing project status visibility to stakeholders, establishing milestones, and managing risks
* Managing project stakeholders within the agreed scope and timelines, ensuring appropriate reporting and documentation is submitted within the deadline
* Writing and agreeing on the content of Standard Operating Procedures, supporting creation of Internal Operating Procedures
Client Relationship Management:
* Developing strong relationships with key clients, leading them through the onboarding process, and managing scope
* Ensuring solutions align with what was sold
Operational Engagement:
* Participating in solution design, developing creative solutions
* Ensuring infrastructure for new client solutions is in place
* Ensuring compliance, optimizing operations for high service quality
IT System Applications:
* Supporting system implementation/application demonstrations where required
* Being a monitoring conduit between the Client and Maersk EDI team to ensure the required outcome of the project
* Providing guidance to the Commercial team in terms of managing IT requirements for the new Client and being responsible for its successful sign-off
Customer Process Development:
* Supporting Maersk management structure and global operations in re-engineering existing customer processes to increase efficiency and drive down the cost to serve
* Becoming an ‘Operational Excellence’ ambassador, encouraging operational and customer service staff to apply best practice
* Actively seeking out processes that can be improved or streamlined using acquired knowledge and project methodology
Support of new business/staff:
* Supporting new business activity within the customer service teams as required, working closely with internal stakeholders to ensure new business is implemented effectively
* Ensuring client-defined SOPs are clearly communicated to new business teams as per contractual obligations
* Supporting the provision of training to new staff as and when required
* Providing IT system training, leadership, coaching, and mentoring to CSO direct/indirect reports
We are looking for:
* Strong Project Management skills, essential for effective execution
* Proficiency in IT tools (MS Office, PowerPoint, MS Project) and excellent time management
* Valuable experience in Continuous Improvement techniques with 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
* Quick adaptability to new processes and systems, demonstrating independence in delivering results
* Effective stakeholder management across organizational levels
* Customer-centric mindset and extensive experience in shipping, forwarding, or logistics
* A detailed understanding of UK inbound retail processes, origin consolidation, and purchase order management
* Desire to create and implement business processes, focusing 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 and understanding of Business Improvement/Lean tools
* Excellent communication and influence skills, with the capability to interface with management teams at local, regional, and global levels
We offer 25 days annual leave, annual bonus, pension scheme, family-friendly benefits, and access to our Employee Assistance Program.
Maersk is committed to a diverse and inclusive workplace, embracing different styles of thinking. We are an equal opportunities employer and welcome applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law.
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