Operational Excellence Manager, Global Customer Management

The OperationalExcellence Manager, Global Customer Management (GCM) team at DSV will be expanding their portfolio by adding a new customer. This role involves leading the Customer Lifecycle (CL) business for eight large, existing accounts. The successful candidate will manage an established account setup currently in place for another semi-annual (or similar recurring) period, ensuring seamless integration and optimized performance across the portfolio. This position requires a strategic focus on operational efficiency, customer satisfaction, and driving continuous improvement within the complex global customer management landscape.

About the Role

This position is pivotal in maintaining and enhancing the operational performance of DSV's key global customer relationships. You will be responsible for overseeing the day-to-day management and strategic direction of the CL business for the assigned large accounts, ensuring alignment with overall company objectives and customer expectations. Your leadership will be crucial in optimizing processes, resolving operational challenges, and fostering strong customer partnerships.

Key Responsibilities

• Lead the operational strategy and execution for the CL business of eight large, established global customer accounts.
• Manage and optimize existing account setups, ensuring efficient and effective service delivery aligned with customer requirements.
• Identify and implement operational improvements to enhance customer satisfaction, reduce costs, and increase efficiency across the portfolio.
• Collaborate closely with cross-functional teams (e.g., sales, finance, logistics) to resolve operational issues and drive customer-centric solutions.
• Monitor performance metrics, report on operational KPIs, and proactively address any deviations or risks.
• Contribute to the development and refinement of standard operating procedures and best practices for global customer management.

Requirements

• Proven experience in a similar operational or customer management role, preferably within a global logistics, supply chain, or customer service environment.
• Strong analytical skills with the ability to interpret data, identify trends, and drive data-informed operational decisions.
• Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with internal stakeholders and key customers.
• Demonstrated ability to manage multiple priorities, meet deadlines, and thrive in a fast-paced, dynamic environment.
• Relevant qualifications in business, operations management, logistics, or a related field (or equivalent practical experience).