Global Ocean Freight Customer Implementation Manager
Location: Europe (preferred UK)
Job Purpose
The Global Customer Implementation Manager is a critical role responsible for the successful onboarding and integration of new and existing customers through the end‑to‑end customer journey. The role ensures that we meet and exceed our customer promise and position ourselves as the provider of choice.
Principal Accountabilities
* Executes projects according to DGF DEPICT (Define, Plan, Implement, Control, and Transition) internal procedures and the standard methodology.
* Define detailed global implementation plans for complex and strategic projects, considering product, services as well as country‑specific nuances and regulations.
* Manage individual project tasks and deliverables within the overall implementation plan.
* Validate and ensure that all customer needs and requirements are fully understood, can be met, and are achievable.
* Ensure that the implementation tasks and milestones defined within the project methodology are adhered to and delivered on time.
* Proactively identify and resolve complex issues, often involving cross‑functional collaboration.
* Manage risks for complex projects, develop mitigation plans, and escalates critical risks.
* Organize and lead implementation Hypercare activities (customer and internal).
* Maintain regular and clear communication with customers and internal stakeholders on project progress, challenges, and next steps.
* Conduct local post‑implementation reviews to assess effectiveness, identify areas for improvement, and ensure customer satisfaction.
* Contribute to the continuous improvement of implementation methodologies, tools, and documentation.
* Share best practices and lessons learned with the broader implementation team.
Knowledge and Skills
* Sound knowledge of Ocean Freight logistics and international trade.
* Project management acumen: Solid understanding of various project management methodologies and ability to adapt to project needs.
* Excellent organizational skills to manage multiple priorities and complex interdependencies.
* Strong communication, analytical, and administrative skills, with a focus on accuracy and quality.
* Ability to manage customer relationships and de‑escalate sensitive situations.
* Advanced problem‑solving and analytical skills to diagnose complex customer requirements and problems.
* Experience in leading customer workshops and review meetings, driving decisions and consensus.
* Expert‑level presentation skills for multi‑level audiences.
* Systems and application knowledge of internal systems and product offerings (MyDHLi, Sales360, etc.).
* MS Office software skills (Word, Excel, PowerPoint, Visio, etc.).
Qualifications and Experience
* Education level: Bachelor’s or master’s degree or equivalent work experience.
* Experience level: Minimum 7 years’ experience, with demonstrated leadership on complex and strategic projects.
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