Feb 12, 2020

Region Customer Implementation Lead

  • Maersk Oil
  • Mumbai, Maharashtra, India
Full Time Permanent

Job Description


At Maersk we value the diversity of our talent and will always strive to recruit the best person for the job - we value diversity in all its forms, including but not limited to: gender, age, nationality, race, sexual orientation, disability or religious beliefs. We are proud of our diversity and see it as a genuine source of strength for building high performing teams

We offer

At Maersk, you'll be part of a global team motivated by bringing food and commodities to people in every corner of the world. We do this through close partnerships with our valued customers, who trade everything from seafood and fruits, to clothes, electronics and cars! No matter our role in the Region our end goal is to simplify the lives of our customers. This is done through seamless processes, best in class digital solutions, and great customer service!

Our diverse team of passionate and dedicated colleagues are empowered and supported to grow by their leaders. We all have our customers in mind, in every action of our daily work life, and this is truly the key to reaching our target!

An exciting career opportunity in an international, challenging business setting characterised by high pace and diversity. 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, recognised and well-rewarded.

Key responsibilities

•Provide in-direct leadership to the Customer Implementation Managers based in the Area/countries.
•Indirectly support the implementation community in the areas and actively manage capacity in line with demand.
•Attract, develop, and manage talent within the community to ensure it is a highly respected and valued function in the regional structure.
•Maintain a competency map for the regional community and help to address gaps in knowledge, experience and training.
•Create internal alignment of roles and responsibilities across the functions during an implementation project.
•Actively participate in steering committees for projects that are led by Customer Implementation Managers in the areas if any.

Project Management
•Prepare and drive the overall implementation project plan across all geographies and functions, including Customer Service, 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 get agreement with internal and external stakeholders.
•Manage risks rigorously from sales opportunity to stable operation to ensure sustainable profitability and preventing of "cure" situations.
•Remove road blocks and impediments to meet timelines and customer requirements.
•Proactively manage delivery of other involved parties (IT, operational suppliers, etc).
•Establish and evaluate the success criteria for the project and adjust solutions and timelines as needed throughout the implementation.
•Successfully "close" implementations based on mutually defined criteria between Maersk and the Customer (external) and Implementation and Customer Service (internal).

Customer Relationship Management
•Establish, maintain and develop strong relationships with global / regional key customers at strategic, tactical and operational levels.
•Lead the customer through the on-boarding process and act as the customers' center of gravity on implementations and issue resolution.
•Strictly manage scope with customers and ensure solution implemented stays in line with the solution sold.
•Hold regular customer meetings to discuss progress, issues, mitigations to risks, and introduce development opportunities.

Customer Service Engagement
•Drive the various teams in the organization to ensure all key deliverables are being met in line with go-live schedule:
People: Recruitment and training of staff.
Process: Detailed process flows, SOPs and IOPs.
Platform: IT functionality & EDI integration.
Partners: Customer and vendor training and introduction.
Procurement: Logistics procurement and all materials.
•Manage the hyper-care period after go-live to ensure KPI/SLA is being met and initial SOP/IOP compliance across all origin and destination offices.

Commercial Engagement
•Work with the commercial organization to maintain oversight of the commercial pipeline to identify potential upcoming large and complex customer implementations.
•Review operational viability of complex opportunities as part of the OMEB evaluation board and approve feasibility stage in SFDC for opportunities assigned to you.
•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
•Participate actively in the global implementation community and facilitate capacity sharing, cross learning, and capture best practises.
•Assist in creating, reviewing and improving the implementation methodology including, but not limited to project planning, stakeholder management and project execution.

We are looking for

•Minimum 5 years' experience in logistics including international supply chain management in leadership roles.
•Proven experience in large scale project management on implementations.
•Willingness to travel and work on-site on a project basis. Expectation is to work on-site on a project for a minimum of 2-4 weeks
•Supply chain solution understanding.
•Prior commercial experience in engaging with strategic customers.
•Advanced proficiency in project management tools including MS Project, Excel, and PowerPoint.
•Strong IT and EDI understanding.
•Excellent interpersonal and communication skills.
•Strong communication and negotiation skills.
•Consistent ability to meet and adhere to deadlines.
•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.