Customer Implementation Manager

Join our dynamic Team at DHL Global Forwarding! We are looking for a Customer Implementation Manager, within our Customer Implementation Department.

This role is to be positioned preferably within our Melbourne Head Office but is not limited to applications from our other Australian- based offices.

 
Key Responsibilities
 


* To lead, direct and govern the customer implementation process including projects as and when allocated, ensuring alignment with overall business objectives, focused on enhancing customer satisfaction.


* To be the primary liaison between customers, internal teams, and external partners, facilitating effective communication and collaboration to address customer needs and expectations, while also identifying and sourcing internal specialists as required.


* To continuously assess and improve implementation processes, driving efficiency and compliance with industry standards and regulations to enhance service delivery.


* To monitor and ensure the team meets key performance indicators (KPIs) and metrics, and to implement initiatives that drive continuous improvement.


* To provide regular reports and or insights to senior management on progress and areas for improvement, while ensuring compliance with processes and standard


* To lead the implementation process for highly complex customer implementations, including those with stakeholders residing outside of country, ensuing that customers are successfully onboarded.


* To lead and develop the implementation team, ensuring that team members are equipped with the necessary skills and resources to execute successful customer implementations.
 

Key Accountabilities:


* To ensure high levels of customer satisfaction with all implementation processes.


* To ensure that there are no customer service failures during the implementation process.


* To ensure team members are well trained and understand customer requirements and expectations across the implementation process.


* To meet or exceed all agreed customer implementation KPI and milestones


* To contribute to customer retention
 

To be successful you will need:
 
All employees are expected to demonstrate our core behavioural dimensions to be successful at DHL Global Forwarding.


* To Drive success through focusing on and utilising your strengths in a relentless pursuit of results.


* To Create a culture of trust where everyone feels empowered and motivated to work towards a common purpose.


* To Maintain a positive mindset, prioritising clear objectives in the face of challenges, change and uncertainty.


* To Demonstrate the will to win, being determined to succeed collaboratively while driving opportunities for growth.

 
What to expect from us:
 
What makes DHL great? Our People! We know each employee’s individual contributions collectively ensure we remain one of the largest delivery and logistics companies worldwide.

We are dedicat...