THE OPPORTUNITY :
As Regional Customer Implementation Manager, you will lead new customer implementations at a high complexity level, extensive geographical scope, large business scale and impact, bridging the sales and operational activities, to ensure smooth transition of new or additional business into the Maersk organization.
You will act as partner with the customer, at senior stakeholder holder level, and supports them through the change management journey in their transformation, and you will engage pro-actively in the sales process for global opportunities to act both as a sales differentiator and a safe-guard on operational viability of the solutions sold.
KEY RESPONSIBILITIES :
Prepare and drive the overall implementation project plan across all geographies and functions, including Customer Service, IT, HR and finance.
Establish and evaluate the success criteria for the project based on customer outcome and benefits. Adjust solutions and timelines as needed throughout the implementation.
Provide clear visibility of project status to internal and external stakeholders by establishing project milestones, go / no-go stage gates, and operational readiness criteria.
Track the progress against these and escalate issues and delays in a timely manner.
Closely manage scope, set expectations, and get agreement with internal and external stakeholders.
Manage risks rigorously from sales opportunity to stable operation to ensure sustainable profitability and preventing of cure situations.
Remove road blocks and impediments to meet timelines and customer requirements.
Proactively manage delivery of other involved parties (IT, operational suppliers, etc).
Successfully close implementations based on customer outcome and benefits, against mutually defined criteria between Maersk and the Customer (external) and Implementation and CX (internal).
Customer Relationship Management
Establish, maintain and develop strong relationships with global key customers at strategic, tactical and operational levels.
Lead the customer through the on-boarding process and act as the customers’ center of gravity in their transformation.
Take the customer by the hand and guide them through the change management process required for them to be successful.
Act as the sparring partner for anything related to their transformation by sharing experience and knowledge from previous transformations.
Define and execute on the change management plans through deploying the right tactics, at the right time, to the right audience.
Strictly manage scope with customers and ensure solution implemented stays in line with the solution sold.
Hold regular customer meetings to discuss progress, issues, mitigations to risks, and introduce development opportunities.
Customer Experience Engagement
Drive the various teams in the organization to ensure all key deliverables are being met in line with go-live schedule : People : Recruitment and training of staff.
Process : Detailed process flows, SOPs and IOPs.Platform : IT functionality & EDI integration.Partners : Customer and vendor training and introduction.
Procurement : Logistics procurement and all materials.
Manage the hypercare period after go-live to ensure KPI / SLA is being met and initial SOP / IOP compliance across all origin and destination offices.
Work with the commercial organization to maintain oversight of the commercial pipeline to identify potential upcoming large and complex customer implementations.
Review operational viability of complex opportunities as part of the OMEB evaluation board and approve solution gate in SFDC for specific opportunities assigned to you.
Contribute to securing new business wins by actively engaging in the sales process and presenting the implementation methodology, a tailored project approach and demonstrating our competency of smooth on-boarding and change management.
Customer Implementation Community
Capture and share learnings and best practices across the Implementation community.
Assist in creating, reviewing and improving the implementation methodology including, but not limited to project planning, stakeholder management and project execution
WE RE LOOKING FOR :
Detailed understanding of what is driving the customer, what supply chain outcomes they are seeking, and how we realize these benefits through our solutions.
Extensive commercial experience in engaging with strategic Customers at strategic C-suite levels.
Advanced proficiency in project management tools including MS Project, Excel, and PowerPoint.
Solid understanding of platforms and IT landscapes.
Excellent interpersonal and communication skills.
Strong communication and negotiation skills.
Consistent ability to meet and adhere to deadlines.
Passion, initiative and drive to continuously develop and work with creativity and innovation.
Understanding of supply chain operations, ocean, air and local origin services (trucking, customs, and milestone visibility).
Strong problem solving skills and customer service skills.
Ambitious and result oriented self-starter with initiative and strong drive.
We expect you also have :
Minimum 10-15 years’ experience in logistics including international supply chain management.
Proven experience in large scale project management on complex customer implementations.
PMP, ACP-PMI certification or equivalent required.
Experience with leading significant change management journeys within own organisation or customers.
Willingness to travel and work on-site on a project basis possibly up to 50-100 days / year.
Advanced English and Spanish