Customer Implementation Manager

Management of End-to-End Customer Implementations:

• Manage and execute customer implementation projects from scope to delivery, coordinating stakeholders and timelines
• Lead the customer onboarding process, collaborating with customers and internal teams to ensure smooth integration into operational workflows
• Create and maintain essential documentation including project plans, Standard Operating Procedures (SOPs), Internal Operating Procedures (IOPs), process flowcharts, and performance reports
• Conduct training and rollout of procedures to internal as well as external stakeholders
   

Customer Requirement Analysis and Service Alignment:

• Collaborate with customers and internal teams (e.g., Key Account Managers, Tender Management, Product) to gather and assess requirements
• Perform feasibility checks and translate customer needs into operational processes in alignment with Operational Excellence and OKAMs
• Work closely with integration managers during requirements and solution design to translate operational processes into structured system integration requirements (e.g. APIs, EDI)
• Ensure effective use of solutions such as integration tools, tracking systems, and performance dashboards
• Stay current on product features and share updates with sales and account teams

Stakeholder Engagement and Communication:

• Act as the primary point of contact for customers and internal stakeholders during the onboarding process
• Facilitate OKAM onboarding during implementation and ensure alignment for a smooth transition post-implementation

Reporting and Data Analytics:

• Define customer reporting needs and work with the BI team to deliver dashboards and data solutions
• Support the development of reporting frameworks and enable OKAMs through training and guidance

Process Improvement and Standardization

• Proactively identify and recommend improvements to streamline customer implementation processes and drive standardization and continuous improvement
• Actively contribute to the development, documentation, and standardization of the global implementation framework

Risk Management and Issue Resolution

• Proactively identify and mitigate risks throughout the onboarding process
• Lead resolution of implementation issues in collaboration with internal and external stakeholders
• Capture and apply lessons learned to improve future implementations

• Degree or completed studies in Business Administration, Logistics, Supply Chain Management, or a related field
• 3–5 years of relevant experience in customer implementation, operational excellence, or project management within supply chain, freight forwarding, or control tower environments, handling complex operational and commercial challenges
• Strong background and understanding of end-to-end freight forwarding processes across air and ocean freight, including pre- and on-carriage activities
• Knowledge of and hands-on experience with Transportation Management Systems (TMS)
• Advanced reporting skills in Microsoft Office Application and PowerBI
• Strong project management, analytical, and problem-solving skills
• Structured, detail-oriented, and solution-oriented mindset
• Self-driven, proactive, and motivated to take ownership and drive initiatives forward
• Collaborative team player with a proactive and hands-on approach
• Strong communication, presentation, and stakeholder management skills, with the ability to engage stakeholders at all levels in cross-functional and international environments
• Fluent in English and German