Manager - Business Support - Project Manager

Title: Expert - Project Manager IMPAT (Business Support)

Location: GSC BOG

The Country Customer Implementation Manager is a critical role responsible for the successful onboarding and integration of new and existing customers. Ensuring we meet and exceed our customer promise and position ourselves as the provider of choice. 

Acting as the primary process expert for customer implementations, received from multiple sources, ensuring a seamless transition, optimizing operational efficiencies, and delivering exceptional customer satisfaction from the initial sales handover through to post-implementation stabilization.

Differentiator

• Manages complex and critical customer implementations, often involving multiple modal or unique non-standard requirements.
• Lead complex customer implementation projects at a local level
• Manage strategic local customer implementations
• Support complex global customer implementation projects

• Product knowledge – a sound understanding of operations, applications, systems and the DGF DSS
• Ability to identify, troubleshoot and drive processes improvements, leveraging lesson learnt from past implementations
• Mentoring of guiding less experienced team members
• Coaching of smaller countries in the implementation process.
• Subject matter expert who applies advanced knowledge of job area typically obtained through advanced education and work experience.

Key Responsibilities:

• Executes projects according to DGF DEPICT (Define, Plan, Implement, Control, and Transition) internal procedures and the standard methodology.
• Define detailed local implementation plans for complex and strategic projects, considering country-specific nuances and regulations.
• Manage individual project tasks and deliverables within the overall implementation plan
• Validate and ensure that all customer needs and requirements are fully understood, can be met, and are achievable
• Ensure that the implementation tasks and milestones defined within the project methodology are adhered to and delivered on time
• Proactively identifies and resolves complex issues, often involving cross-functional collaboration.
• Manages risks for complex projects, develops mitigation plans, and escalates critical risks.
• Organize and lead implementation Hypercare activities (customer and internal).

• Maintain regular and clear communication with customers and internal stakeholders on project progress, challenges, and next steps.
• Conduct local post-implementation reviews to assess effectiveness, identify areas for improvement, and ensure customer satisfaction.
• Contribute to the continuous improvement of implementation methodologies, tools, and documentation.
• Share best practices and lessons learned with the broader implementation team.

Management Responsibility

• Individual contributor – ability to work independently, taking ownership for end-to-end process and service delivery.
• Experience in working with and where required leading cross-functional teams involved in a complex implementation
• Coordinates with all management levels – managing escalated customer issues with a calm resolution-oriented approach.

Stakeholders

• Customers – build trusting relationships based on sound operational and product knowledge to understand their requirements and deliver on the customer promise. Ability to manage customer expectations
• Collaborate closely with various internal teams at all levels within the country (e.g., sales, product, BUIT, operations, pricing (ACC/OCC), legal, finance) to ensure seamless execution and alignment.
• Foster strong working relationships with the local Operational teams - coordinate tasks and handovers from implementation to business as usual to ensure end-to-end business readiness for new implementations.

Skills 

• Sound knowledge of logistics and international trade.
• Project Management Acumen: Solid understanding of various project management methodologies and ability to adapt to project needs.
• Excellent organizational skills to manage multiple priorities and complex interdependencies.
• Strong communication, analytical, and administrative skills, with a focus on accuracy and quality
• Ability to manage customer relationships and de-escalate sensitive situations.
• Advanced Problem-Solving & Analytical Skills to diagnose complex customer requirements and problems
• Experience in leading customer workshops and review meetings, driving decisions and consensus.
• Expert-level presentation skills for multi-level audiences
• Systems & Application Knowledge of internal systems & product offerings (MyDHLi, Sales360, etc.)
• MS Office software skills (Word, Excel, PowerPoint, Visio, etc.)
• Fluent in English and Spanish

Qualifications & Key Requirements

Education Level 

Bachelor’s Degree or equivalent experience/qualification

Experience Level 

• > 4 years’ experience, with demonstrated leadership on complex and strategic projects
• Plus following Soft Skills

Communication and presentation

• Relationship building and strong interpersonal skills
• Organisation and prioritisation
• Problem-solving and analytical thinking
• Change management and adaptability
• Stakeholder collaboration and project leadership

Customer-Facing Responsibilities

• Understanding customer requirements & local country knowledge
• Identifying non-standards and being solution orientated
• Providing regular progress updates
• Managing expectations, risks, and escalations
• Leading customer meetings and Hypercare activities
• Building long-term customer relationships
• Conducting post-implementation reviews