Digital Product Manager

1 month ago

Mascot, Australia DSV Full time
About the Role

We are seeking a highly skilled and experienced Manager, Implementation and Digital Products to join our team in Melbourne or Sydney. As a key member of our operational business unit, you will be responsible for leading and coordinating the implementation of local, regional, and global accounts across DSV Australia, New Zealand & Papua New Guinea.

Key Responsibilities
  • Lead the initiation and coordination of customer implementation through the test phase, go live production, and signoff.
  • Develop detailed implementation plans based on awarded contract details.
  • Assist DSV IT with establishing systems requirements and coordinate systems integration between the customer and DSV where required.
  • Develop and document business processes and procedures, including business process flow, reporting, track & trace, and EDI.
  • Facilitate the formation and manage cross-functional project teams based on contract requirements.
  • Initiate and coordinate training on business process and customer-facing IT applications for DSV operational units, customers, and suppliers.
  • Guarantee the establishment of SOPs and ensure that DSV's offices/agents understand the account's requirements/expectations and follow-up with appropriate corrective action when needed.
  • Create flowcharts and contact lists that clearly show ownership and escalation paths.
  • Identify and support the development of metrics/measurement tools (reports) according to the customer's requirements and DSV's capabilities to measure service level performance.
  • Ensure that DSV's offices/agents understand the account's requirements/expectations and follow-up with appropriate corrective action when needed.
  • Manage implementation projects based on the DSV Business Implementation methodology for assigned accounts.
  • Provide support and assistance with set up of reports for clients.
  • Create new accounts when required, set up customer profile (organisation) in CW1.
  • Support in the development of solution proposals from sales upon request, including but not limited to defining the related implementation concept of the proposed operational process.
  • Support the Operations Director as required.
About You

We are looking for a candidate with:

  • 3+ years' experience in a client-facing role(s), such as Customer Service and/or Key Account Management.
  • 2+ years leadership experience in Team Lead/Supervisor or Management positions.
  • 10+ years' (combined) experience in freight forwarding, with proven technical knowledge.
  • Proven track record of managing customer-focused projects, such as implementation and process optimization.
  • Demonstrated understanding of Procurement, Sales & Relationship Management fundamentals.
  • Strong knowledge of End-to-end Supply Chain Management, particularly Air, Ocean, and Road freight logistics.
  • Experience with CargoWise One and CRM platforms such as Microsoft Dynamics and Salesforce.
Why DSV?

At DSV, we offer a dynamic and challenging work environment that allows our employees to grow and develop their skills. We are committed to providing our employees with the tools and resources they need to succeed in their roles and to delivering exceptional customer service to our clients.

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