Senior Project Manager - Freight Digital Customer Journey

DFDS; København; On-site; DKK 900,000 - 1,200,000; Full time

Job summary

DFDS is evolving its Global Customer Service with a focus on the Control Tower and digital journey across Freight. The role leads the business-side development of the Control Tower and its booking capabilities, partnering with Technology & Innovation to translate needs into scalable product features.

You will steer discovery, process mapping, standardisation, and stakeholder alignment to deliver measurable value.

Qualifications

• Experience leading cross-functional technology-enabled transformation and change programs.
• Ability to translate operational needs into clear business requirements.
• Experience in logistics, shipping, or operationally complex environments is a plus.
• Strong project and change management skills in ambiguous settings.

Responsibilities

• Act as the overall business lead from Global Customer Service for the Control Tower and its booking capabilities.
• Lead the business workstream from discovery through design, implementation, adoption and improvement.
• Partner with T&I to clarify operational needs and requirements.
• Align stakeholders across Customer Service, Commercial, Operations, and Technology & Innovation.
• Drive standardisation and future-state design for the freight booking journey.
• Govern project plans, risks, dependencies, and decision-making.
• Facilitate workshops and present recommendations to senior leadership.
• Drive change management, readiness, impact assessment, and adoption.
• Define success measures and ensure capabilities enable efficient, aligned work.

Skills

Project Management

Business Transformation

Stakeholder Management

Change Management

Strategic Thinking

Facilitation

Cross-functional Collaboration

Education

Bachelor’s or Master’s in business, economics, shipping, technology, or engineering

Tools

Power BI

PowerPoint

Excel

Job description

Global Customer Service, Ferry Division (DFDS)

Join us on our journey to transform the freight customer experience at DFDS.

About The Role

In this role, you will drive key initiatives within the transformation of the digital customer journey to support our Freight Customer Service organisation at DFDS. Our ambition is clear: by 2030, we want to deliver a seamless, digital, and standardised set-up that makes it easy to be a customer and easy to interact with customers across all freight touchpoints.

To achieve this, our Customer Service transformation is built on three strategic pillars:

• Self-Service: The first pillar is about building a one-stop-shop, with customers being able to book and track a unit along the whole journey and across transport modalities.
• Contact Center Platform: An interaction platform to easily engage with customers, when they need our support - including a knowledge base to further enhance the customer experience.
• Control Tower: The Control Tower is our internal platform for managing customer bookings. It will give Customer Service a more seamless and standardised way to manage bookings and track units across the DFDS network

In this role, your primary responsibility will be to lead the business-side development of the Control Tower and its booking capabilities, while also supporting key initiatives within the broader transformation of the digital customer journey across Freight Customer Service.

The Control Tower is our internal platform designed to help Customer Service work smarter through aligned processes, greater transparency, and improved access to the information needed to manage customer bookings across the DFDS network.

As the representative of Global Customer Service, you will partner closely with Technology & Innovation (T&I) to support the development of the Control Tower and its booking capabilities, ensuring operational needs and business requirements are translated into scalable product capabilities. You will drive discovery, process mapping, standardisation, and business requirement prioritisation, while creating alignment across stakeholders and managing cross‑functional dependencies.

You will play a key role in driving change adoption, helping the organisation transition from legacy ways of working to our new digital platform and ways of operating.

You will join a small, dedicated project and transformation team that works toward digitizing our customer journey which is a key part of our DFDS strategy.

Key Responsibilities

• Act as the overall business lead from Global Customer Service for the Control Tower and its booking capabilities.
• Lead the business workstream from discovery and design through implementation, adoption, and continuous improvement in close collaboration with your project team.
• Partner and co-create closely with T&I consolidating and clarifying operational needs and business requirements.
• Lead stakeholder alignment across Customer Service, Commercial, Operations, and Technology & Innovation, ensuring clear priorities and effective collaboration.
• Drive process standardisation and support future-state design across the freight booking journey.
• Establish and manage project governance, plans, risks, dependencies, and decision-making processes.
• Facilitate workshops and decision forums, preparing recommendations and updates for senior leadership and governance bodies in close collaboration with project and product owner team.
• Drive change management, business readiness, impact assessment, implementation, and adoption to ensure successful deployment and value realisation.
• Define success measures and ensure delivered capabilities support more efficient, aligned, and transparent ways of working across Customer Service.

About You

We believe the strongest teams are built on diversity and inclusivity. Contrasting opinions, varied skills and strong characters bring out the best in us all.With this in mind, we imagine that you bring:

• Experience as a Project Manager, Business Transformation Lead, or similar, with a strong track record of leading complex cross‑functional technology‑enabled transformation and driving organisational change.
• Strong skills in bridging business and technology, translating operational needs into business requirements.
• Ideally, experience from logistics, shipping, transportation, B2B customer service, supply chain, or another operationally complex industry.
• Strong project and change management skills with ability to create structure, alignment, and momentum in environments characterised by ambiguity, competing priorities, and multiple dependencies.
• Ideally, experience with business discovery, process mapping, process optimisation, future‑state design, and change adoption. Experience with Lean Six Sigma or a similar continuous improvement methodology is an advantage.
• Excellent stakeholder management and collaboration skills and ability to build alignment and drive decisions across functions, organisational levels, and geographical locations while still ensuring engagement.
• Ability to facilitate workshops and present recommendations and decision material to senior stakeholders.
• A combination of strategic thinking with a hands‑on approach, enjoying to work closely with operational teams with curiosity to understand business ways of working and translating these into innovation .
• Ability to use PowerPoint, Excel, and process mapping tools. Experience with Power BI, business analysis tools, or automation tools is advantageous.
• A bachelor's or master's degree in business, economics, shipping, technology, engineering, or a related field is advantageous.

You will report to the Ferry Customer Service Transformation Manager.

The role is based at the DFDS Headquarters in Copenhagen. Some travel may be expected (approx. 5-10 days a year).

Working at DFDS

At DFDS, we support your professional and personal development. You will have the opportunity to challenge yourself, grow your skills, and help shape the future of customer service and digital transformation in the ferry industry.

We promote a great workplace with a diverse and vibrant community and a healthy work/life balance. At our Copenhagen headquarters, we enjoy a modern workspace with award-winning facilities, different work zones, own game room, fitness facilities, canteen and a café with a rooftop terrace with a beautiful ocean view, all just 5 minutes from the nearest train & metro station.