Customer Implementation Manager
Customer Implementation Manager
Permanent
Air & Ocean
Your Benefits
Air & Ocean
Job Description
What you can expect
You will be contributing to our vision by…
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 processes.
- 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 with Operational Excellence and OKAMs.
- Ensure effective use of solutions such as integration tools, tracking, and performance dashboards.
- Stay current on product features and share updates with sales and account teams.
Stakeholder Engagement and Communication:
- Act as the first point of contact for customers and internal stakeholders during the onboarding process.
- Facilitate the onboarding of OKAMs during the implementation process and maintain close alignment to ensure a smooth transition and sustainable embedding of the customer into the organization post-implementation.
Reporting and Data Analytics:
- Define customer reporting needs and work with the BI team to deliver dashboards and data tools.
- Develop hybrid reporting in Excel if needed and train OKAMs on reporting frameworks.
Process Improvement and Standardization
- Proactively identify and recommend enhancements to streamline customer implementation processes, contributing to standardization efforts and continuous process optimization initiatives.
- Actively contribute to the ongoing development, documentation, and enhancement of the global implementation framework and standardization initiatives.
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.
What you bring
What skills & experience you'll bring to us
- Degree or completed studies in Business Administration, Logistics, Supply Chain Management, or a related field.
- 3–5 years of relevant experience in customer implementation, project management, or operational excellence, with a proven track record in Supply Chain, Freight Forwarding, or Control Tower environments handling complex operational and commercial challenges.
- Strong background and understanding of operational processes and supply chain management.
- Knowledge of and hands-on experience with Transportation Management Systems (TMS).
- Basic understanding of IT system integrations and software solutions is a plus.
- Ambitious, self-driven, and highly motivated, with the ability to work effectively both independently and as part of a team.
- Problem-solving mindset with excellent attention to detail.
- Strong project management, analytical, and conceptual skills.
- Confident in decision-making, comfortable balancing risk and speed up while owning the outcomes
- Thrive in fast-paced, high-accountability environments, with ownership, urgency, and initiatives
- Advanced reporting skills in Microsoft Office Application (e.g. advanced Excel), preferably also BI tools
- Excellent interpersonal skills for effective relationship management with internal and external business partners/customers.
- Outstanding communication skills (written, verbal, and presentation) with the ability to engage stakeholders at all levels.
- Fluent in English; proficiency in Mandarin is highly desirable.
Business Unit
Air & Ocean
Regardless of whether it is a long-distance shipment or a particularly time-critical shipment, we at Rhenus make everything possible for our customers and partners to get the goods to their destination safely and on time. Our particular strength lies in our global network, which is constantly being maintained and expanded. As part of Rhenus Air & Ocean you can, therefore, expect to find a whole host of exciting tasks all over the world, a wide range of opportunities for personal development, and the chance to take on responsibility in an international working environment.
Welcome to Rhenus
Where our journey of growth connects with yours.
We are a global powerhouse on a mission to be pioneers in everything we do. United, we make an impact and dare to redefine what's possible. Ready to unlock untapped potential. We are on the fast track. At Rhenus, we thrive on collaboration. Every voice is heard, and every idea is valued. We stand as one global team. Where everyone contributes to our success. Together, we shape the future of logistics and beyond. Empowered by you.