Customer Implementation Manager, North America

Rhenus Logistics•Miami, FL

About The Position

What You Can Expect: Analyze and assess operational and process requirements for new and existing customers within the Air & Ocean North America business unit. Develop and document implementation and process improvement solutions, supported by structured project plans and timelines. Design, document, and present customized Standard Operating Procedures (SOPs) and internally defined Implementation Operating Procedures (IOPs) in collaboration with cross-functional stakeholders. Review KPIs and execution performance, proactively identifying gaps and recommending corrective actions to ensure operational excellence. Actively participate in customer meetings, regular performance reviews, and RFQ evaluations alongside Account Executives. Define and coordinate customer process and IT solutions in close partnership with the Air & Ocean Network and IT teams. Ensure operational readiness by coordinating training and alignment sessions with customers, vendors, operations, and internal teams. Prepare and deliver weekly and monthly project status updates to key internal and external stakeholders. Lead formal implementation sign-off processes with Operations, Customer Service, Branches, Control Towers, and other relevant teams. Ensure all activities are conducted in full compliance with Rhenus corporate policies, values, and regulatory requirements. What You Bring: Excellent communication and presentation skills, with the ability to convey complex operational and technical concepts clearly to both internal and external stakeholders. Fluency in English, both written and verbal; bilingual capabilities are considered a strong asset. Proven ability to work independently and collaboratively with an entrepreneurial mindset, combining consultative client engagement with hands-on execution. Strong attention to detail, with solid operational knowledge of both Air and Ocean freight forwarding processes. Willingness and ability to travel regularly, including on-site customer visits, to support implementation and relationship management activities. Demonstrated ability to perform effectively under time pressure, manage competing priorities, and navigate obstacles to achieve implementation objectives. Experience working in cross-functional, matrixed environments involving operations, IT, sales, and network partners. Strong project management and organizational skills, with the ability to structure implementation plans, manage timelines, and track deliverables. Analytical mindset with the ability to interpret KPIs, identify gaps, and recommend process improvements. Customer-focused approach with a strong commitment to service quality, continuous improvement, and long-term partnership building. Welcome to Rhenus, where our journey of growth connects with yours. We are a global powerhouse on a mission to be pioneers in everything we do. United, we make an impact and dare to redefine what's possible. We are on the fast track, ready to unlock untapped potential. At Rhenus, we stand as one global team that thrives on collaboration. Because everyone contributes to our success, we value every voice and embrace every idea. Together, we shape the future of logistics and beyond. Empowered by you. As a logistics service provider, we are the value-added partner for customers all over the world. We analyse highly complex processes along the supply chain and optimise them through individual solutions for procurement, production and distribution. Whatever our customers want to achieve – we stand by their side and pave the way. In our decentrally organised business units, we provide future-orientated services for the logistics of tomorrow. If you have technical problems with your applicant account or if you do wish to withdraw your data, please do not hesitate to contact us via [email protected]

Requirements

Excellent communication and presentation skills, with the ability to convey complex operational and technical concepts clearly to both internal and external stakeholders.
Fluency in English, both written and verbal
Proven ability to work independently and collaboratively with an entrepreneurial mindset, combining consultative client engagement with hands-on execution.
Strong attention to detail, with solid operational knowledge of both Air and Ocean freight forwarding processes.
Willingness and ability to travel regularly, including on-site customer visits, to support implementation and relationship management activities.
Demonstrated ability to perform effectively under time pressure, manage competing priorities, and navigate obstacles to achieve implementation objectives.
Experience working in cross-functional, matrixed environments involving operations, IT, sales, and network partners.
Strong project management and organizational skills, with the ability to structure implementation plans, manage timelines, and track deliverables.
Analytical mindset with the ability to interpret KPIs, identify gaps, and recommend process improvements.
Customer-focused approach with a strong commitment to service quality, continuous improvement, and long-term partnership building.

Nice To Haves

bilingual capabilities are considered a strong asset.

Responsibilities

Analyze and assess operational and process requirements for new and existing customers within the Air & Ocean North America business unit.
Develop and document implementation and process improvement solutions, supported by structured project plans and timelines.
Design, document, and present customized Standard Operating Procedures (SOPs) and internally defined Implementation Operating Procedures (IOPs) in collaboration with cross-functional stakeholders.
Review KPIs and execution performance, proactively identifying gaps and recommending corrective actions to ensure operational excellence.
Actively participate in customer meetings, regular performance reviews, and RFQ evaluations alongside Account Executives.
Define and coordinate customer process and IT solutions in close partnership with the Air & Ocean Network and IT teams.
Ensure operational readiness by coordinating training and alignment sessions with customers, vendors, operations, and internal teams.
Prepare and deliver weekly and monthly project status updates to key internal and external stakeholders.
Lead formal implementation sign-off processes with Operations, Customer Service, Branches, Control Towers, and other relevant teams.
Ensure all activities are conducted in full compliance with Rhenus corporate policies, values, and regulatory requirements.