Digital Process Innovation Manager - Customer Portal

Leadership & Collaboration

• Lead, mentor, and develop the Digital Process Innovation Assistant Manager to foster a collaborative and results-driven team culture.
• Drive alignment and collaboration across domain owners, IT, and core business units (Commercial, Finance, Operations) to facilitate successful process improvements and digital strategies.
• Champion a cross-functional approach to digital innovation, ensuring initiatives are business-aligned and stakeholder-supported.

Operational Process & Digital Enablement

• Act as the domain owner for global processes, application solutions, and related operational data within assigned areas.
• Define and maintain domain-specific global Standard Operating Procedures (SOPs) to ensure operational consistency, compliance, and efficiency.
• Identify and implement process and system enhancements that drive performance improvements and support scalable operations.
• Collaborate with the Master Data Management team to ensure accurate, domain-relevant data integration (excluding corporate and cross-domain data).
• Align with the Operational Excellence team to gather and integrate country-specific needs and rollout requirements into digital solutions.
• Partner with stakeholders to capture business and customer requirements and translate them into functional digital solutions.
• Define key operational metrics and application capabilities that support business goals and enhance the customer experience.

Project & Application Management

• Collaborate with IT Project Managers and development teams to prioritize and guide application module enhancements aligned with domain strategies.
• Serve as the key interface between business and IT for managing enhancement projects and Jira tickets—overseeing their lifecycle from creation through delivery.
• Ensure clear data ownership by defining the sources of domain-specific operational data within key systems.

• Bachelor’s degree in Business, IT, Engineering, or a related field.
• Minimum of 5 years’ experience in Sales Excellence or Key Account Management or at least 7 years of operational and leadership experience in air and ocean freight forwarding, with a focus on quality and process management.
• Proven analytical and structured thinking skills with a strong ability to understand both commercial and operational perspectives.
• Excellent stakeholder management skills with the ability to influence across all levels of the organization and customer base.
• Demonstrated ability to manage multiple complex projects simultaneously and lead cross-functional initiatives.
• High level of accountability with a results-oriented mindset.
• Experience in building and leading regional teams; able to communicate and collaborate effectively across diverse cultural and functional backgrounds.
• Resilient under pressure, with the confidence and leadership presence to guide a regional organization.
• Professional proficiency in English; additional languages are a plus.