Customer Implementation Manager (f/m/d)

Management of End-to-End Customer Implementations:

• Manage and execute global implementation projects for our top accounts 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.

• Degree in Business Administration, Logistics, Supply Chain Management, or related field.
• 3-5 years' experience in customer implementation, project management, or operational excellence within Supply Chain, Freight Forwarding, or Control Tower environments.
• Strong operational and supply chain process knowledge, with hands-on TMS experience.
• Foundational understanding of IT system integrations and software solutions.
• Self-driven, ambitious, and team-oriented with a problem-solving mindset and attention to detail.
• Strong project management, analytical, and conceptual skills; confident in decision-making and risk balancing.
• Comfortable in fast-paced, high-accountability settings with a strong sense of ownership and urgency.
• Advanced MS Office skills (Excel); BI tool experience preferred.
• Excellent interpersonal and stakeholder communication skills (written, verbal, and presentation).
• Fluent in English & German