Global Senior Manager Customer Implementation – Freight Forwarding

vor 4 Wochen

Basel, Schweiz DP World Vollzeit

The Global Customer Implementation Freight Forwarding is responsible for leading and overseeing the successful onboarding and integration of new and existing customers into the company's global freight forwarding services. This role ensures that customer requirements are thoroughly understood and met through strategic planning, coordination, and execution of implementation projects. This role collaborates with cross-functional teams, including commercial, product, operations, IT, and other internal functions, to deliver seamless, efficient, and high-quality implementation processes. By driving continuous improvement initiatives and maintaining strong customer relationships, the director aims to enhance customer satisfaction, operational efficiency, and overall business growth. 

Business Implementation Management:

  • Lead, coordinate and support implementation projects for assigned accounts, through the test phase (trial shipments) and go live production, up to the point where all stakeholders are satisfied that the operations and services are running successfully
  • Develop detailed implementation plans based on the awarded contract details.
  • Setup and manage cross functional project teams based on the contract requirements.
  • Assist with establishing systems requirements and coordinate systems integration between the customer, 3rd parties, and DP World where required.
  • Oversee successful implementation of integration solutions, including EDI/API projects, coordinating with internal and external stakeholders, and ensuring efficient electronic data exchange to optimize and digitize business processes.
  • Develop and document business processes and procedures incl. business process flows, reporting and system integration requirements.
  • Identify and support the development of metrics/measurement tools according to the customer’s requirements and DP World’s capabilities.
  • Establish SOP’s and ensure that DP World’s branches/staff understand the account’s requirements and expectations, and follow-up with appropriate corrective action when needed.
  • Initiate and coordinate training on business processes and customer facing IT applications for customers, suppliers and DP World branches.
  • Support post go-live operations as required by the customer or DP World.
  • Support in the development of customer solutions proposals, including but not limited to defining the related implementation concept or the proposed operational process.

Project Management: 

  • Manage business implementation projects.
  • Coordinate internal and external project stakeholders.
  • Define and follow-up project timelines in order to meet project objectives and customer expectations.
  • Monitor and report project status and implementation progress.
  • Ensure that business impacts of project are properly managed and communicated.
  • Provide a report at the end of each implementation project detailing the lessons learned and future improvements required in the overall implementation process.

Continuous Improvement & Optimization Initiatives:

  • Identify opportunities for process optimisation and efficiency gains.
  • Lead cross-functional teams to implement process improvement projects.
  • Monitor and report on the progress and impact of improvement initiatives.
  • Identify opportunities for automation and process enhancements.

Training and Development:

  • Provide training and guidance to team members on process governance and continuous improvement methodologies.
  • Foster a culture of learning and innovation within the global air and ocean freight teams.
  • Coordinate onboarding new trading partners, including carriers, suppliers, and customers, to enable EDI data exchange.
  • Facilitate communication and testing with external partners to ensure compliance with EDI standards.

Data Analysis and Reporting:

  • Collect, analyse, and interpret data to identify trends and areas for improvement.
  • Prepare regular reports and presentations to communicate findings and recommendations.

Collaboration:

  • Collaborate with regional and cross-functional teams to ensure consistent processes and standards.
  • Engage with stakeholders to gather input and feedback for business implementation process enhancements.
  • Responsible for the transversal management and leadership of an engaged team, promoting collaboration and ensuring that each is developed and evaluated against goals and objectives aligned, specific, measurable, attainable yet challenging, realistic and time bound.
  • Always act as an ambassador for DP World when working; promoting and demonstrating positive behaviours in harmony with DP World’s Principles, values and culture; ensuring the highest level of safety is applied in all activities; understanding and following DP World’s Code of Conduct and Ethics policies.
  • Perform other related duties as assigned.

Key Deliverables:

  • Business Implementation Framework
  • Continuous improvement plan
  • Customer solutions and business implementation concepts

Communication and Working Relationships:

Internal:  Commercial teams, air and ocean freight operations, branch managers, tech team

External:  Customers, Vendors, Application and System providers

Qualification, Experience and Skills:

  • Master's degree in Logistics, Supply Chain Management, or a related field.
  • Proven experience in business implementation, continuous improvement in the logistics industry.
  • Strong organizational skills (prioritize, plan, assign and control).
  • Good knowledge of EDI and API standards, protocols, and supply chain visibility applications.
  • Project management skills with the ability to plan, execute, and monitor projects
  • Strong understanding of air and ocean freight operations and regulations.
  • Goal and team driven, good motivator and facilitator to ensure that set targets are achieved.
  • Exceptional communication and leadership abilities
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