Customer Implementation Manager, North America - Miami - Rhenus Logistics

    Rhenus Logistics
    Rhenus Logistics Miami

    3 days ago

    Description

    Job Description

    • 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 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.

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