DP World

Global cargo logistics and port operations

Global Manager - Commercial Applications Business Owner, Freight Forwarding

Enterprise ApplicationsUpdated on Nov 12

Full-timeNo salary listedIn-person

About the Job

Requirements

A bachelor's degree in Business Administration, Computer Science, Marketing, Information Systems, or a related field is required.
Experience in CRM management, product management, or sales operations is required.
Deep experience with Microsoft Dynamics 365 CRM, including Sales, Marketing, and/or Customer Service modules, is required.
A strong understanding of sales processes, methodologies, and commercial operations is required.
Experience in freight forwarding, logistics, or the B2B services industry is preferred.
A proven track record managing Commercial Applications and driving user adoption is required.
Experience gathering requirements, configuring CRM and related Commercial systems, and defining acceptance criteria is required.
The ability to manage cross-functional stakeholder relationships is required.
Experience leading user acceptance testing and release management activities is required.
A background in training development and change management is required.
An understanding of CRM integration with ERP, quotation tools, and other business systems is required.

Responsibilities

Act as the day-to-day business owner for the CRM platform within Freight Forwarding Operations Excellence.
Translate the agreed CRM strategy and roadmap into prioritised requirements, configuration, and continuous improvement of CRM capabilities used by sales, marketing, and customer service teams globally.
Ensure the CRM delivers the intended business value through requirement prioritisation within the agreed roadmap, process standardisation, release and quality assurance, user training, and support.
Support revenue growth, customer retention, sales productivity, and data-driven commercial decision-making across the freight forwarding organization.
Own product strategy and feature management and prioritization.
Collaborate cross-functionally and maintain alignment.
Oversee development and quality assurance.
Support sales processes and automation, account and contact management, marketing automation and campaign management, and customer service and case management.
Manage data and data quality, system integration and architecture, change management and user adoption, vendor and partner relationships, and continuous improvement and innovation.

Desired Qualifications

A Master's degree or MBA is preferred.
Microsoft Dynamics 365 certifications, such as MB-210: Sales, MB-220: Marketing, or similar, are preferred.
Professional certifications in Product Management, such as CSPO or CPM, or in Sales Operations are preferred.
A technical background with an understanding of Power Platform, including Power Automate, Power Apps, and Power BI, is preferred.
Experience with Dynamics 365 implementation projects from planning through go-live is preferred.
Knowledge of sales methodologies such as SPIN, Challenger, Solution Selling, and MEDDIC is preferred.
Experience with marketing automation and campaign management is preferred.
International or multi-regional CRM management experience is preferred.
A background in Sales, Sales Operations, or Commercial Excellence is preferred.

Job Purpose:

To act as the day-to-day business owner for the CRM platform within Freight Forwarding Operations Excellence, translating the agreed CRM strategy and roadmap into prioritised requirements, configuration, and continuous improvement of customer relationship management capabilities used by sales, marketing, and customer service teams globally. The role ensures the CRM delivers the intended business value through prioritisation of requirements within the agreed roadmap, process standardisation, release and quality assurance, and user training and support, ultimately supporting revenue growth, customer retention, sales productivity, and data-driven commercial decision-making across the freight forwarding organization.

Key Accountabilities:

Product Ownership & Strategy
Feature Management & Prioritization
Cross-Functional Collaboration & Alignment
Development Oversight & Quality Assurance
Sales Process & Automation
Account & Contact Management
Marketing Automation & Campaign Management
Customer Service & Case Management
Data Management & Quality
System Integration & Architecture
Change Management & User Adoption
Vendor & Partner Management
Continuous Improvement & Innovation
Collaboration

Qualifications, Skills and Experience:

Required

Bachelor's degree in Business Administration, Computer Science, Marketing, Information Systems, or related field
Experience in CRM management, product management, or sales operations
Deep experience with Microsoft Dynamics 365 CRM (Sales, Marketing, and/or Customer Service modules)
Strong understanding of sales processes, methodologies, and commercial operations
Experience in freight forwarding, logistics, or B2B services industry preferred
Proven track record managing Commercial Applications and driving user adoption
Experience gathering requirements, configuring CRM and related Commercial systems, and defining acceptance criteria
Demonstrated ability to manage cross-functional stakeholder relationships
Experience leading UAT and release management activities
Background in training development and change management
Understanding of CRM integration with ERP, quotation tools, and other business systems

Preferred

Master's degree or MBA
Microsoft Dynamics 365 certifications (MB-210: Sales, MB-220: Marketing, or similar)
Professional certifications in Product Management (CSPO, CPM) or Sales Operations
Technical background with understanding of Power Platform (Power Automate, Power Apps, Power BI)
Experience with Dynamics 365 implementation projects from planning through go-live
Knowledge of sales methodologies (SPIN, Challenger, Solution Selling, MEDDIC)
Experience with marketing automation and campaign management
International or multi-regional CRM management experience
Background in Sales, Sales Operations, or Commercial Excellence

About the Company

DP World

Global cargo logistics and port operations

DP World is a global logistics and port operator that provides integrated, end-to-end supply chain solutions. It runs marine and inland terminals, manages ports and free zones, and offers cargo logistics, freight forwarding, warehousing, customs clearance, and value-added services such as packaging and reverse logistics. Its products work by operating a large network of terminals and logistics services that connect shipping, warehousing, and distribution, charging container handling fees and offering downstream services to improve supply chain efficiency. The company differentiates itself through its expansive, worldwide network (across 40+ countries) and its ability to control multiple stages of the supply chain—from ports and terminals to contract logistics and economic zones—allowing for seamless multimodal flows. DP World’s goal is to enable smooth, integrated global trade by expanding its network and offering end-to-end logistics solutions for diverse industries.

Company size: 10,001+
Company stage: Debt Financing
Total funding: $1.5B
Headquarters: Dubai, United Arab Emirates
Founded: 2005

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