Customer Implementation Manager

Location

Valencia | Spain

Job description

Job Purpose

The Customer Implementation Manager oversees the successful execution of new implementations, managing both customer-facing and non-owned projects within the designated area. This role involves close collaboration with Commercial Managers, Customer Service Managers, and other stakeholders to ensure seamless integration of new accounts. Responsibilities include managing complex internal and customer-facing projects, providing customer liaison for satisfaction, and serving as the key contact point during implementation and execution phases. Additionally, the manager ensures staff comprehension of SOPs and processes and maintains clear process documentation for implementation plans. Upholding business conformance is a key focus of this role.

Location of this position is flexible to be either Valencia or Lille for the ideal candidate.

Key Responsibilities:

IT System Applications

- Support system implementation / application demonstrations where required.

- Be a monitoring conduit between the Client and Maersk EDI team to ensure the required outcome

of the project

- Provide guidance to the Commercial team in terms of managing IT requirements for the new Client

and being responsible for its successful sign-off

-Project Management and Implementation

- Running Implementation projects in adherence to the Maersk implementation methodology as well

as Client requirements

- Management of the project stakeholders within the agreed scope and timelines, ensuring

appropriate reporting and documentation is submitted within the deadline

- Writing and agreeing the content of the Standard Operating Procedures as well as supporting

creation of Internal Operating Procedures in conjunction with Customer Service, participation in the

quarterly/yearly reviews between Client/Ops teams where needed

- Provision of comprehensive status updates on all project and implementations to all stakeholders as

well as senior management when required

- Ensuring post-implementation handover to Operational teams with full process review and

alignment on the execution tasks, timelines and deliverables

Customer Process Development

- To support Maersk management structure and global operations in re-engineering existing

customer processes to increase efficiency and drive down the cost to serve.

- Become an ‘Operational Excellence’ ambassador and encourage operational and customer service

staff to apply best practice

- Actively seek out processes within internal or external environment that can be improved or streamlined using acquired knowledge and project methodology - Document, implement and control the new process rules and activities, putting clear roles and responsibilities in place along with applicable measurements - Taking accountability for a part of the Customer programs where required, scoping out, developing and finalizing projects with the whole supply chain structure

Support of new business/staff

- To support new business activity within the customer service teams as required. This involves working closely with internal stakeholders to ensure new business is implemented effectively.

- Ensure client defined SOP’s are clearly communicated to new business teams as per contractual obligations.

- Support the provision of training to new staff as and when required.

- Provide IT system training, leadership, coaching and mentoring to CSO direct / indirect reports.

We are looking for:

- Strong Project Management skills, essential for effective execution.

- Proficiency in IT tools (MS Office, PowerPoint, MS Project) and excellent time management.

- Valuable experience in Continuous Improvement techniques with a metric-driven mindset.

- Exceptional verbal, written, and presentation skills.

- High sense of urgency, persistence, responsibility, and accountability.

- Confidence in interpersonal skills and relationship building.

- Quick adaptability to new processes and systems, demonstrating independence in delivering results.

- Effective stakeholder management across organizational levels.

- Customer-centric mindset and extensive experience in shipping, forwarding, or logistics.

- A detailed understanding of UK inbound retail processes, origin consolidation, and purchase order management.

- Desire to create and implement business processes, focusing on operational excellence.

- Ability to work unsupervised and influence decision-makers in a matrix organization.

- Proven track record of delivery and navigating complex operational and commercial challenges.

- Exposure and understanding of Business Improvement/Lean tools.

- Excellent communication and influence skills, with the capability to interface with management teams at local, regional, and global levels.

- Proactive team member supporting global/regional/area teams and adept at building effective networks.

- Knowledge of risk management with the ability to identify activities.

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Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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