Customer Implementation Manager, North America
About The Position
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.
Requirements
- Excellent communication and presentation skills
- Fluency in English, both written and verbal
- Proven ability to work independently and collaboratively with an entrepreneurial mindset
- 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
- Demonstrated ability to perform effectively under time pressure, manage competing priorities, and navigate obstacles
- Experience working in cross-functional, matrixed environments involving operations, IT, sales, and network partners
- Strong project management and organizational skills
- 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
- Develop and document implementation and process improvement solutions
- Design, document, and present customized Standard Operating Procedures (SOPs) and internally defined Implementation Operating Procedures (IOPs)
- Review KPIs and execution performance
- Actively participate in customer meetings, regular performance reviews, and RFQ evaluations
- Define and coordinate customer process and IT solutions
- Ensure operational readiness by coordinating training and alignment sessions
- Prepare and deliver weekly and monthly project status updates
- Lead formal implementation sign-off processes
- Ensure all activities are conducted in full compliance with Rhenus corporate policies, values, and regulatory requirements
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
