Customer Implementation Manager

4 weeks ago

Liverpool, Liverpool, United Kingdom Damco Spain SL Full time
Job Summary:

As a Customer Implementation Manager at Damco Spain SL, you will oversee the successful execution of new implementations, managing both customer-facing and non-owned projects within the designated area. This role involves close collaboration with Commercial Managers, Customer Service Managers, and other stakeholders to ensure seamless onboarding of new customers.

Key Responsibilities:
  • Project Management and Implementation:
    • Running implementation projects in adherence to the Damco implementation methodology as well as client requirements.
    • Management of the project stakeholders within the agreed scope and timelines, ensuring appropriate reporting and documentation is submitted within the deadline.
    • Writing and agreeing the content of the Standard Operating Procedures as well as supporting the creation of Internal Operating Procedures in conjunction with Customer Service.
    • Provision of comprehensive status updates on all projects and implementations to all stakeholders as well as senior management when required.
    • Ensuring post-implementation handover to operational teams with full process review and alignment on the execution tasks, timelines, and deliverables.
  • IT System Applications:
    • Support system implementation/application demonstrations where required.
    • Be a monitoring conduit between the Client and Damco EDI team to ensure the required outcome of the project.
    • Provide guidance to the Commercial team in terms of managing IT requirements for the new Client and being responsible for its successful sign-off.
  • Customer Process Development:
    • Support Damco management structure and global operations in re-engineering existing customer processes to increase efficiency and drive down the cost to serve.
    • Become an 'Operational Excellence' ambassador and encourage operational and customer service staff to apply best practices.
    • Actively seek out processes within the internal or external environment that can be improved or streamlined using acquired knowledge and project methodology.
    • Document, implement, and control the new process rules and activities, putting clear roles and responsibilities in place along with applicable measurements.
    • Taking accountability for a part of the Customer programs where required, scoping out, developing, and finalizing projects with the whole supply chain structure.
  • Support of New Business/Staff:
    • Support new business activity within the customer service teams as required, working closely with internal stakeholders to ensure new business is implemented effectively.
    • Ensure client-defined SOPs are clearly communicated to new business teams as per contractual obligations.
    • Support the provision of training to new staff as and when required.
    • Provide IT system training, leadership, coaching, and mentoring to CSO direct/indirect reports.

We are looking for:
  • Strong project management skills, essential for effective execution.
  • Proficiency in IT tools (MS Office, PowerPoint, MS Project) and excellent time management.
  • Confidence in interpersonal skills and relationship building.
  • Effective stakeholder management across organizational levels.
  • Customer-centric mindset and extensive experience in shipping, forwarding, or logistics.
  • A detailed understanding of UK inbound retail processes, origin consolidation, and purchase order management.
  • Desire to create and implement business processes, focusing on operational excellence.
  • Proven track record of delivery and navigating complex operational and commercial challenges.
  • Exposure and understanding of Business Improvement/Lean tools.
  • Excellent communication and influence skills, with the capability to interface with management teams at local, regional, and global levels.
  • Proactive team member supporting global/regional/area teams and adept at building effective networks.
  • Knowledge of risk management with the ability to identify activities.

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