Global Customer Implementation Manager MEA

**RCS Grade****: I**

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 skill**s, 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 certification**attests 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 anne.norton@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.