Manager Customer Implementation

DHL Global Forwarding; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

DHL Global Forwarding is seeking an experienced professional to manage customer requirements and drive end-to-end project implementation within the logistics IT space.

You will coordinate cross-functional teams, align with sales on customer needs, and develop regional SOPs while ensuring KPI-driven delivery across country implementations.

Qualifications

• 5 years of experience and good relationship building abilities.
• Good knowledge of the Logistics Business.
• Good understanding of DHL IT capabilities.
• Tertiary education or equivalent.
• Logistics/Transportation education background an added advantage.

Responsibilities

• Understand customer requirements and manage expectations.
• Drive project implementation and customer program service excellence.
• Set up implementation team and define roles and responsibilities.
• Coordinate tasks and ensure completion per implementation plan.
• Maintain clear communications across all parties during the process.
• Visit key/large customers with sales to align on requirements.
• Present DHL IT capabilities and act as point-man for customer needs.
• Develop regional SOPs and drive compliance.
• Manage customer programs to meet KPI standards.
• Coordinate with country STG and Regional IT teams for setup and support.

Skills

Project management

Facilitation

Communication

Language skills

Presentation

Education

Tertiary education

Logistics/Transport education (advantage)

Job description

Job Description

Key activities

• Understand customer requirements.
• Manage customer expectations.
• Drive project implementation and customer program service excellence
• Setup Implementation team
• Define roles and responsibilities of team members.
• Coordinate and ensure tasks completion as per implementation plan.
• Maintain efficient communications to all parties through the implementation process.
• Visit key / large customers along with sales
• Personnel to present DGF IT capabilities and to be a points-man for implementing customer requirements
• Work closely with BD Sales to understand and comply with customer requirements
• Develop regional SOP and drive compliance
• Manage customer programs to meet KPI standards
• Liaise with country STG team for setup and support on Logis and other in-house applications.
• Liaise with Regional IT team for setup and support on EDI and other technical areas.
• Liaise and coordinate the implementation on country level.
• Support and develop country IPM team capabilities as required
• Facilitate trainings and ensure all SOPs are being followed.
• Liaise with other BUs (GCS, DESC) to coordinate regional GF freight implementation and programs.

Skills

• Excellent project management skills
• Excellent facilitation skills
• Good communication and interpersonal skills
• Good language skills
• Good Presentation skills

Competences

Customer Orientation: Is focused on identifying and understanding each customer’s needs. Expresses and act on desire to assist customers in an efficient and friendly manner.

Planning & Organizing: Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved.

Analysis: Breaks down a problem, situation or process into its component parts, separates the main issues from side-issues, understands the nature of parts and their relationship to one another. Seeks out and critically evaluates both numerical and narrative information. Draws accurate conclusions.

Planning & Organizing: Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time effectively and use efficient work methods and tools.

Decision Making: Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans how to manage risk.

Results Orientation: Continually seeks to accomplish critical tasks with measurable results. Overcomes obstacles and adjusts achieve results. Focuses self and others to achieve targets aligned with business goals.

Teamwork: Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions.

Competency segment ‘Personal’

Accountability: Acts responsibly. Can be counted on to keep commitments. Complies with the intent of policies, procedures and agreements. Builds others' trust in own professionalism, integrity, expertise and ability to get results.

Communication: Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or asks questions, when needed, to clarify information.

Self-Management: Remains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive.

Commitment to Excel: Challenges self and others to exceed standards and achieve extraordinary results, striving for best in class. Is not easily deterred when obstacles or delays are encountered.

Experience Required

• 5 years of experience and good relationship building abilities.
• Good knowledge of the Logistics Business
• Good understanding of DHL IT capabilities
• Tertiary education or equivalent
• Logistics/Transportation education background an added advantage.

Educational Qualifications

• Tertiary education or equivalent
• Logistics/Transportation education background an added advantage.