Customer Implementation

Job Description

Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation, we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organization reflect and understand the customers we exist to serve.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

We Offer

This is an exciting career opportunity in an international, challenging business setting known for diversity and being a high paced environment. You will get to focus on creating valuable relations with current and new customers and work with highly professional teams in an environment where you will be valued, recognized and well rewarded. You will work with amazing and diverse colleagues with a deep sense of commitment to live Our Values and together, go all the way for our customers, society and for each other.

Customer Implementation Management leads the new customer implementation process bridging sales and operational activities (from sales award to on-boarding to stable operation), to ensure smooth transition of new or additional business into the organization. Acts as the customers’ centre of gravity on implementations and issue resolution. Drives the overall implementation project plan across all geographies and ensure delivery of all functions involved. Rolls off customer accounts once the implementation phase is completed.
Professional stream includes those who are individual contributors with main emphasis on applying technical/discipline knowledge rather than managing people to achieve results – although coaching/mentoring less experienced staff, informal supervisory responsibilities, or overseeing work of other lower-level professionals or manage processes and program are common.

Key Responsibilities:

• Lead new customer implementations across all complexity levels, region-wide 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.

• Ensure that customer’s needs and expectations are met throughout the implementation phase and start of service.

• To act as a facilitator for the review of existing accounts and operational processes in order to identify & recommend opportunities for improvement and business optimization

• Engage pro-actively in the sales process for commercial opportunities to act both as a sales differentiator and a safe-guard on operational viability of the solutions sold.

Project Management

• Prepare and drive the overall implementation project plan across all geographies and functions, including operations, IT, HR and finance.

• 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.

• Set expectations and confirm agreements with internal and external stakeholders.

• Manage risks rigorously from sales opportunity to stable operation to ensure sustainable profitability and preventing of “cure” situations.

Client Relationship Management

• Establish, maintain and develop strong relationships with Regional and Global key clients at strategic and operational levels.

• Lead the client through the on-boarding process and act as the clients’ center of gravity on implementations and issue resolution.

• Strictly manage scope with clients and ensure solution implemented stays in line with the solution sold.

Operational Engagement

• Participate in the solution design process and develop creative solutions to operational challenges.

• Ensure operations are optimized and products are delivered under the highest service quality possible.

Commercial Engagement

• Review the commercial pipeline to identify potential upcoming client implementations.

• Review operational viability of complex opportunities as part of the OMEB and TEB evaluation boards.

• 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.

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.

Who are we looking for:

• Minimum 3 years’ experience in logistics including international supply chain management and forwarding services.

• Proven experience in project management on implementations.

• Willingness to travel and work on-site on a project basis for (~50-100 days / year). Expectation is to work on-site on a project for a minimum of 2-4 weeks.

• Advanced proficiency in project management tools including MS Project, Excel, and PowerPoint.

• Strong IT and EDI understanding and capabilities.

• Excellent interpersonal and communication skills.

• Strong communication and negotiation skills.

• Passion, initiative and drive to continuously develop and work with creativity and innovation.

• Solid operational background including 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

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.
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