Manager, Customer Excellence & Innovation

DSV•Woodbridge Township, NJ

5d•$146,000 - $183,000

About The Position

The Manager, Customer Excellence & Innovation leads a team of client-facing, project-based resources responsible for integration, solution engineering, and implementation of new business, as well as improvement and innovation projects for existing business. The role engineers DSV capabilities into solutions that meet complex client requirements and support consistent, high-quality service delivery. It provides EDI implementation leadership and coordinates regularly with Operations, Sales, Account Management, and IT. The manager supports revenue growth and margin optimization through operational and TMS expertise in solution design and pre-sale client meetings, and provides risk and ROI assessments for complex client requirements. The role manages client EDI integration and implementation projects, including UAT testing, and coordinates across clients, IT, Sales, Operations, global and regional teams, and partners. It also develops SOPs, communicates and trains stakeholders, participates in client business reviews, and drives innovation and continuous improvement. The position is accountable for ensuring the team defines client requirements, meets timelines, communicates effectively, escalates delays and issues, receives appropriate training, and distributes and manages project work effectively. The manager maintains direct client contact throughout project lifecycles and collaborates with Business Analysts, Project Managers, Global IT, and Partners to improve Customer Connectivity processes.

Requirements

Bachelor's degree or equivalent combination of education and work experience.
7 years of industry experience.
5 years of management experience.
2 years of experience managing and compiling budgets.
2 years of client relationship management experience.
Proven track record in building high-performing workforces, including recruitment and selection, training and development, coaching, conflict management, and performance management.
Ability to lead and develop high-performing teams and manage people effectively through KPI setting and measurement.
Ability to manage and prioritize multiple projects and tasks concurrently.
Knowledge of and experience with industry-standard best practices in change management, process mapping, and business analysis.
Experience with executive and cross-functional presentations and communication.
Strong analytical, technical, and problem-solving skills.
Experience and demonstrated ability in process mapping current and future states.
Flexibility and creativity in problem-solving and completing assignments while complying with company policies and procedures.
Excellent oral and written communication skills.
Excellent time-management skills and ability to prioritize concurrent projects and requests.
Self-starter who is assertive, independent, and able to work without close supervision on multiple concurrent projects.
Ability to influence and collaborate with key business and technology partners.
Strong interpersonal and teamwork skills, including communicating verbally and in writing with different organizational levels and groups.
Fluency in written and spoken English.

Nice To Haves

Proficiency in one or more additional languages.
Deep understanding of identifying and clarifying business requirements, with strengths in investigating and organizing requirements.

Responsibilities

Support Sales in growing revenue and optimizing margin by serving as an operational and TMS subject matter expert during solution design and pre-sale client meetings.
Provide risk and ROI assessments for complex client requirements during the pre-sale process.
Engineer client solutions that align client requirements with DSV's services portfolio.
Provide Purchase Order Management expertise and determine solutions to meet client needs.
Manage client EDI integration projects.
Perform integration UAT testing in coordination with global and regional IT and the client.
Manage client integration project implementation, coordinating with Sales, IT, and Operations across regions.
Develop SOPs and communicate and train key stakeholders.
Participate in client business reviews to support continuous improvement.
Drive growth through innovation projects that differentiate DSV and strengthen client relationships.
Maintain direct customer contact throughout each project lifecycle.
Ensure the team defines client requirements, meets timelines, communicates properly, and escalates delays, issues, and concerns.
Ensure the team is trained, represents DSV positively, and puts the client first.
Ensure projects are distributed appropriately and team members actively manage their projects and time.
Collaborate with Business Analysts, Project Managers, Global IT, and Partners to continuously improve Customer Connectivity processes.
Build and lead a high-performing team through recruitment, training, coaching, conflict management, and performance management.
Manage team performance through KPI setting and measurement.
Manage and prioritize multiple concurrent projects and tasks.
Support organizational commitment to ISO 9001 and ISO 45001 certification.