Global Customer Implementation Manager

Role Title: Global Ocean Freight Customer Implementation Manager

RCS Grade: I

Location: NORAM (preferred location USA)

DHL Global Forwarding (DGF) is the world leader in Ocean freight services and one of the leading providers of ocean freight services. Around 30,000 employees work to ensure we transport our customers of shipments by air or sea. DGF"s logistics solutions span the entire supply chain, from the factory to the shop floor. This also includes special transport-related services.

As the experts in freight forwarding, we deliver 100% assurance to our customers via a mindset thats always looking ahead to the next commercial opportunity, predicting the next potential issue, anticipating the next global trend. Because at DHL Global Forwarding were not simply about freight forwarding. Were about forward-thinking ways to connect people and improve their lives.

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. Ensuring we meet and exceed our customer promise and position ourselves as the provider of choice.

Acting as the primary customer implementation expert for those opportunities managed through the Global RFQ process, ensuring a seamless transition, optimizing operational efficiencies, and delivering exceptional customer satisfaction from pre-bid through to post-implementation stabilization.

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 identifies and resolves complex issues, often involving cross-functional collaboration.
• Manages risks for complex projects, develops 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 OFR 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 & 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 & Application Knowledge of internal systems & product offerings (MyDHLi, Sales360, etc.)
• MS Office software skills (Word, Excel, PowerPoint, Visio, etc.)

Qualifications and Experience

• Education Level: Bachelors or masters degree or equivalent work experience
• Experience Level: Minimum 7 years experience, with demonstrated leadership on complex and strategic projects

Your contact:

Frank Ajibade will be happy to answer your questions at frank.ajibade@dhl.com

Interested in this position? Just click on Apply! We are looking forward to your application.

Are you curious to learn more about us?

Our official website: DHL Global Forwarding

Check out our business updates and culture: LinkedIn/ Instagram / Facebook & X

YOUR FUTURE, DELIVERED.