Customer Implementation Manager
Dubai, United Arab Emirates
Job Description
Appetizer
A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 70,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world. For more information: https://www.maersk.com
We Offer
We offer you an exciting global career at the forefront of world trade. Working with the best people in a global team culture with future growth opportunities in an industry that has a significant impact on the world economy.
We’re proud of our people who define our company’s industry leadership, global team culture and customer-centric focus every day. When you join our team, you join a truly diverse, global organization in a fast-moving, values-based, work environment where you can grow on the job, create and shape our digital solutions, tap into industry-leading talent development initiatives, enjoy working with your colleagues and broaden your world view through our international job postings.
The purpose of this role will be to take our new customers on a transformation journey, engage at strategic levels and focus on benefit realization. To lead new customer implementations at a high complexity level, extensive geographical scope, large business scale and impact, bridging the sales and operational activities, to ensure smooth transition of new or additional business into the Maersk organization. To ensure that customer’s needs and expectations are met throughout the implementation phase since the kick-off of the service. To act as a facilitator to review existing accounts and operational processes in order to identify & recommend opportunities for improvement and business optimization. Engage pro-actively in the sales process for commercial opportunities to act both as a sales differentiator and a safe guard on operational viability of the solutions sold.
This role is based out of our Dubai office, United Arab Emirates, and reports to Head of Implementation - WCA.
A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 70,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world. For more information: https://www.maersk.com
We Offer
We offer you an exciting global career at the forefront of world trade. Working with the best people in a global team culture with future growth opportunities in an industry that has a significant impact on the world economy.
We’re proud of our people who define our company’s industry leadership, global team culture and customer-centric focus every day. When you join our team, you join a truly diverse, global organization in a fast-moving, values-based, work environment where you can grow on the job, create and shape our digital solutions, tap into industry-leading talent development initiatives, enjoy working with your colleagues and broaden your world view through our international job postings.
The purpose of this role will be to take our new customers on a transformation journey, engage at strategic levels and focus on benefit realization. To lead new customer implementations at a high complexity level, extensive geographical scope, large business scale and impact, bridging the sales and operational activities, to ensure smooth transition of new or additional business into the Maersk organization. To ensure that customer’s needs and expectations are met throughout the implementation phase since the kick-off of the service. To act as a facilitator to review existing accounts and operational processes in order to identify & recommend opportunities for improvement and business optimization. Engage pro-actively in the sales process for commercial opportunities to act both as a sales differentiator and a safe guard on operational viability of the solutions sold.
This role is based out of our Dubai office, United Arab Emirates, and reports to Head of Implementation - WCA.
Key Responsibilities
Project Management:
- Prepare and drive the overall implementation project plan across all geographies and functions, including operations, IT, HR and finance.
- Provide clear visibility of project status to internal and external stakeholders by establishing project milestones, go/no-go stage gates, and operational readiness criteria. Track the progress against these and escalate issues and delays in a timely manner.
- Set expectations and confirm agreements with internal and external stakeholders.
- Manage risks rigorously from sales opportunity to stable operation to ensure sustainable profitability and preventing of “cure” situations.
- Remove roadblocks and impediments to meet timelines and customer requirements.
- Proactively manage delivery of other involved parties (IT, operational suppliers, etc).
- Establish and evaluate the success criteria for the project and adjust solutions and timelines as needed throughout the implementation.
- Successfully “close” implementations based on mutually defined criteria between Maersk and the client (external) and Implementation and operations (internal).
Client Relationship Management:
- Establish, maintain and develop strong relationships with Regional and Global key clients at strategic and operational levels.
- Lead the client through the on-boarding process and act as the clients’ centre of gravity on implementations and issue resolution.
- Strictly manage scope with clients and ensure solution implemented stays in line with the solution sold.
- Hold regular client meetings to discuss progress, issues, mitigations to risks, and introduce development opportunities.
Operational Engagement:
- Participate in the solution design process and develop creative solutions to operational challenges.
- Ensure infrastructure for new client solutions is in place including:
- Recruitment and training staff.
- Detailed process flows, SOPs and IOPs.
- IT & EDI integration.
- Client, vendor training and introduction.
- KPI reporting and performance management routines.
- Ensure initial SOP/IOP compliance across all origin and destination offices.
- Ensure operations are optimized and products are delivered under the highest service quality possible.
Commercial Engagement:
- Review the commercial pipeline to identify potential upcoming client implementations.
- Review operational viability of complex opportunities as part of the OMEB and TEB evaluation boards.
- Contribute to securing new business wins by actively engaging in the sales process and presenting the implementation methodology using a tailored project approach and demonstrating our competency of smooth on-boarding.
Implementation Community:
- Capture, share learnings and best practices across the implementation community.
- Assist in creating, reviewing and improving the implementation methodology including, but not limited to project planning, stakeholder management and project execution.
Who we are looking for
- Minimum 7 years’ experience in logistics including international supply chain management and forwarding services.
- Proven experience in project management on implementations.
- Willingness to travel and work on-site on a project basis for (~50-100 days / year). Expectation is to work on-site on a project for a minimum of 2-4 weeks.
- Prior experience in dealing with new supply chain solutions.
- Prior commercial experience in engaging with strategic clients.
- Advanced proficiency in project management tools including MS Project, Excel, and PowerPoint.
- Strong IT and EDI understanding and capabilities.
- Excellent interpersonal and communication skills.
- Strong communication and negotiation skills.
- Consistent ability to meet and adhere to deadlines.
- Passion, initiative and drive to continuously develop and work with creativity and innovation.
- Solid operational background including supply chain operations, ocean, air and local origin services (trucking, customs, and milestone visibility).
- Strong problem-solving skills and customer service skills.
- Ambitious and result oriented self-starter with initiative and strong drive.
Customer Implementation Manager
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Job Detail
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Job IdJD1422264
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationDubai, United Arab Emirates
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EducationNot mentioned