Customer Implementation Manager

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 organisation 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.

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 onboarding of new Customerss. 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.

This location is flexible within the UK for the ideal candidate.

Key Responsibilities:

-Project Management and Implementation

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

- Provide project status visibility to stakeholders, establish milestones, and manage risks

- 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

Client Relationship Management:

• Develop strong relationships with key clients, Lead clients through the onboarding process and manage scope.

• Ensure solutions align with what was sold.

Operational Engagement:

• Participate in solution design and develop creative solutions.

• Ensure infrastructure for new client solutions is in place.

• Ensure compliance and optimize operations for high service quality.

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

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.

What we offer:

25 days annual leave with the option to buy or sell 5 days
Annual bonus and pension scheme
Family-friendly benefits and retailer discounts through our Benefits Partner.
Access to our Employee Assistance Program with free access to mental and financial health tools.
 

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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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