Job Title
Manager – Customer Implementation
Job Location
Mumbai
Business Unit
DHL Global Forwarding Freight (DGFF) – Global Service Center (GSC)
Role Overview
As a Manager – Customer Implementation with DHL Global Forwarding Freight (DGFF) Global Service Center (GSC), you will be responsible for leading and continuously improving customer implementation processes. This role translates global strategies and priorities into effective execution at team level while ensuring robust capacity planning, shift planning, work allocation, seamless transitions, and strong internal and external stakeholder management.
The role includes individual contributors reporting directly and reports to a Senior Manager – Customer Implementation.
We are seeking a proactive and experienced people manager to lead IMPAT teams supporting Global, Country, and Implementation Support tasks. The ideal candidate will lead a team of IMPAT Managers and Experts driving Customer Implementation for Air and Ocean Freight products across regions.
Key Responsibilities
Customer Implementation & Process Governance
- Coordinate development of a structured framework to define, integrate, and manage implementation processes aligned with:
- Customer expectations
- Business strategy and objectives
- Group guidelines and policies
- Provide leadership and oversight to Implementation Managers handling regional and multi‑country customer programs.
- Ensure global governance cadence is established and adhered to, including:
- Steering Committees (SteerCos)
- RAID reviews
- Change control mechanisms
- Align closely with Global and Regional Operations, IT, Solutions Design, Engineering, and Commercial teams on:
- Scope definition
- Sequencing
- Resource requirements
- Interdependencies
Strategy Translation & Team Leadership
- Simplify and communicate global strategies and priorities effectively to teams.
- Contribute to development plans for direct reports and ensure development actions are implemented consistently.
- Set clear goals and objectives for team members to drive achievement of operational results.
Operational Excellence & Transition Management
- Support implementation of systems, standards, targets, and customer feedback mechanisms to monitor and improve performance.
- Ensure smooth transition of services hosted by or supported from the team and assist other service lines or centers when required.
- Ensure strict adherence to operating standards and procedures to deliver cost‑effective, superior, and efficient services.
- Manage capacity and productivity optimally, providing guidance to management on operational nuances.
Continuous Improvement & Automation
- Provide inputs on identifying business processes suitable for automation.
- Define, document, and monitor necessary manual processes.
- Study operational issues, identify improvement opportunities, and introduce best practices to enhance effectiveness and efficiency of customer operations.
- Drive a strong continuous improvement mindset within the team.
Governance, Compliance & Policy Adherence
- Ensure policies, practices, and procedures are well understood and consistently followed by:
- Direct reports
- Customers
- Key stakeholders
Stakeholder Management
- Understand customer and key stakeholder interests, risks, and concerns.
- Advise direct reports and stakeholders to ensure alignment and issue resolution.
- Influence stakeholders outside own job area on policies, practices, and procedures.
- Build strong, trusting relationships with DHL managers and senior stakeholders.
- Maintain extensive collaboration with cross‑functional departments.
- Coordinate effectively with third parties, including external service providers.
Management Responsibility
- Supervisor of Individual Contributors, typically with a span of 15–20 team members per manager.
- Supervise professional‑level employees, including:
- Experts
- Project Managers
- Implementation Specialists
Required Skills & Qualifications
Education & Certifications
- Bachelor's degree in Logistics, Supply Chain Management, or Business (mandatory).
- PMP, PRINCE2, or Agile certification (preferred).
Experience
- 4–5 years of team management experience preferred.
- Strong experience in customer implementation, freight forwarding, or global operations environments.
Competencies & Skills
- Excellent analytical and problem‑solving skills.
- Strong verbal and written communication skills.
- Proven ability to manage global reporting and customer communication.
- Ability to consistently engage and influence internal and external senior stakeholders.
