Manager, Implementation and Digital Products, Oceania
5 months ago
Time Type:
Full TimeAre you passionate about putting customers first, delivering the best performance, and fostering true collaboration to keep the supply chains flowing? Join us and be a part of DSV’s global family.
DSV Air & Sea is seeking to hire a skilled and passionate Manager, Implementation and Digital Productst in Melbourne or Sydney.
This is a senior leadership role within the operational business unit of DSV Oceania. The position is responsible for leading and coordinating the implementation of local, regional, and global accounts across DSV Australia, New Zealand & Papua New Guinea. This includes customers from varying market segments, including Healthcare and Defence. The role is also responsible for DSV’s digital products, MyDSV and eDC (Purchase Order Manager), as lead trainer and facilitator.
Key Tasks:
• Lead the initiation and coordination of customer implementation through the test phase (trial shipments), go live production and signoff.
• Develop detailed implementation plans based on the 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 the 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 SOP’s 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.
Team Development
• Provide leadership, guidance, and performance feedback for direct reports.
• Conduct monthly one-on-one reviews to build effective communication, understand training and development needs, and provide insight for the improvement of individual’s performance and growth within DSV.
• Mentor, coach, challenge and evaluate team members.
• Ensure the team has the necessary tools/resources to meet business expectations.
Customer Engagement
• Take full ownership of the customers onboarding experience, positioning the implementation team as the conduit between the customer, DSV’s commercial lead and DSV operations.
• Drive implementation in line with standardized internal processes while remaining flexible and solutions focused.
• Lead implementation meetings with internal and external stakeholders.
• Conduct feedback surveys with customers post-implementation, presenting the feedback quarterly to the Director of Operations.
• Identify and support continuous improvement initiatives through gaining a detailed understanding of the customers business during implementation.
Stakeholder Engagement
• Remain closely aligned with senior commercial and operational stakeholders to ensure timelines are maintained and customer expectations met during onboarding.
• Promote and lead constructive collaboration within local and global DSV teams during implementation, remaining focused on delivering best-in-class customer experience.
• Conduct quarterly workshops with internal stakeholders to identify continuous improvement initiatives.
• Prepare and/or present performance reports and summaries for the Oceania Executive.
Processes, Risk & Compliance
• Ensure customer reporting and performance standards are clearly communicated to DSV operations, implemented and adhered to during the onboarding phase.
About You:
• 3+ years’ experience in 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.
• Strong commercial acumen and effective communication skills.
• Ability to lead strategic conversations and presentations with senior stakeholders.
Why DSV?
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