Role Title: Global Customer Implementation Manager

RCS Grade: I

Location: MEA (location either UAE or ZA)

DHL Global Forwarding (DGF) is the world leader in air 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 that’s always looking ahead to the next commercial opportunity, predicting the next potential issue, anticipating the next global trend. Because at DHL Global Forwarding we’re not simply about freight forwarding. We’re 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 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.
• Manages complex and critical customer implementations, often involving a BUIT element, cross business unit involvement, multiple modal, or unique non-standard requirements.
• Lead complex and critical customer implementation projects end-to-end
• Manage strategic global customer implementations
• Support complex global customer implementation projects
• Product knowledge – a sound understanding of operations, applications, systems and the DGF DSS
• Ability to identify, troubleshoot and drive processes improvements, leveraging lesson learnt from past implementations
• Mentoring of guiding less experienced team members
• Coaching and first level of support for smaller countries in the implementation process.

Stakeholders:

• Customers – build trusting relationships based on sound operational and product knowledge to understand their requirements and deliver on the customer promise. Ability to manage customer expectations
• Collaborate closely with various internal teams at all levels within the country (e.g., sales, product, BUIT, operations, pricing (ACC/OCC), legal, finance, GSC) to ensure seamless execution and alignment.
• Foster strong working relationships with the Operational heads and teams - coordinate tasks and handovers from implementation to business as usual to ensure end-to-end business readiness for new implementations.
• Coordinates with all management levels – managing escalated customer issues with a calm resolution-oriented approach.
• Experience in working with and where required leading cross-functional teams involved in a complex implementation

Qualifications and Experience

• Education Level: Bachelor’s Degree or equivalent experience or qualification
• Experience Level: Minimum 7 years’ experience, with demonstrated leadership on complex and strategic projects

Your Benefits

• Positive work environment: Our TOP EMPLOYER prestigious certificationattests to our best-in-class efforts to attract and retain talent by fostering a positive work environment and encouraging personal and professional development among employees
• Comprehensive Benefits Package:We offer a comprehensive benefits package that includes health insurance, retirement plans, social counseling, 30 days paid vacation, generous corporate discount programs and other employee wellbeing programs.
• Global Exposure: Joining DHL Global Forwarding means being part of a truly global organization, providing you with the opportunity to work with diverse teams and gain exposure to international markets and practices.
• Work-Life Balance: We understand the importance of maintaining a healthy work-life balance, and we strive to provide a flexible work environment.
• Continuous Learning and Development:We invest in our employees' growth by offering training programs, coaching, workshops, and resources to enhance your skills and knowledge.
• Onboarding: Individual onboarding, training on the job, networking, a dedicated certified program.

Your contact:

Anne Norton will be happy to answer your questions at [Click to show email]

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 

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