Manager, Customer Excellence & Innovation

DSV•Iselin, NJ

About The Position

The Manager, Customer Excellence & Innovation manages a team of client-facing, project-based resources responsible for integration, solution engineering, implementation of new business, and 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 regularly coordinates with Operations, Sales, Account Management, and IT. The manager supports sales growth and margin optimization through operational and TMS expertise in solution design and pre-sale client meetings, including RFI risk and ROI assessments for complex requirements. The role manages client EDI and integration projects, testing, implementation, stakeholder training, SOP development, and continuous improvement initiatives. It also leads and develops the team, ensuring client requirements are defined, timelines are met, communication is effective, projects are appropriately assigned, and team members are trained and supported. The position works with Business Analysts, Project Managers, Global IT, and Partners to improve Customer Connectivity processes. The expected annual base pay is $146,000–$183,000, with actual compensation depending on job-related knowledge, skills, experience, geographic location, and other objective business considerations.

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 building a high-performing workforce, 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.
Demonstrated ability to manage and prioritize multiple concurrent projects and tasks.
Knowledge of and experience following 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 proven ability to map current-state and future-state processes.
Flexibility and creativity in problem solving while ensuring compliance with DSV policies and procedures.
Excellent oral and written communication skills.
Excellent time management skills and ability to prioritize multiple concurrent projects and requests.
Self-starter who is assertive, independent, and able to work without close supervision on multiple concurrent projects.
Ability to identify, clarify, investigate, and organize business requirements.
Ability to influence and collaborate with key business and technology partners.
Team player with outstanding interpersonal skills and ability to communicate verbally and in writing across organizational levels and groups.
Fluency in English, written and verbal.

Nice To Haves

Proficiency in one or more additional languages.

Responsibilities

Support sales to grow revenue and optimize margin by serving as an operational and TMS subject matter expert in solution design and pre-sale client meetings.
Provide RFI 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.
Serve as a Purchase Order Management expert and determine optimal solutions for client needs.
Manage all client EDI integration projects.
Perform integration UAT testing in coordination with global and regional IT and the client.
Manage implementation of client integration projects, coordinating with Sales, IT, and Operations across regions.
Develop SOPs, communicate them, and train key stakeholders.
Participate in Client Business Reviews to support continuous improvement.
Drive growth through innovation projects that differentiate DSV and build client stickiness.
Maintain direct customer contact throughout the project lifecycle.
Ensure the team defines client requirements, meets timelines, communicates appropriately, and escalates delays, issues, and concerns.
Ensure team members are trained, represent DSV positively, and put the client first.
Distribute team projects appropriately and ensure members actively manage their projects and time.
Work with Business Analysts, Project Managers, Global IT, and Partners to continuously improve Customer Connectivity processes.
Build and develop a high-performing workforce through recruitment and selection, training and development, coaching, conflict management, and performance management.
Manage team performance through KPI setting and measurement.
Support DSV's organizational commitment to ISO 9001 and ISO 45001 certification (Montreal location).