Business Change Manager, Customer Application (POM), Air & Sea at DSV

Main Purpose of the Role:

• Commercial Support – Purchase Order Management, Supply Chain Solutions and FMS
• Strategic Implementation Project Lead on POM projects in collaboration with Implementation team
• Internal Projects and Process Improvements (Best Practice)
• Internal & External Training – Purchase Order Management and systems
• Second line support on POM
• Ensure relevant support structure to equip team members to manage first line support requests
• Business Implementation Manager responsibility on EDI projects associated with POM solutions
• Reporting analyst for special customer reporting requirements associated with POM solution
• Managing POM customer portfolio to ensure optimal system health and use of platform by internal and external end users
• Engage with Commercial owners to support on Value roadmaps for the customers and introduce areas of improvement through enhanced system use
• Continuous Improvement Projects associated with POM product and customer base
• Ensure updated commercial product pipeline is managed with the commercial teams and outcomes are clearly documented
• Ensure regular training and sessions held with commercial and operational stakeholders to drive and enhance system knowledge
• Contribute towards demand planning for the region
• Represent SSA on global forums and act as conduit to actively communicate, document and track demand management on bug fixes, feature enhancements and creations

Duties & Responsibilities:

Leadership & Coordination

• Lead and oversee all customer implementations across SSA for Air & Sea associated with POM, ensuring alignment with global standards and regional nuances.
• Drive cross-functional coordination for implementations impacting other business units ensuring seamless integration and stakeholder alignment.
• Represent SSA in global forums, ensuring origin/destination requirements are effectively implemented and regional needs are communicated.

Commercial & Project Support

• Partner with Sales and Project Management to scope, plan, and execute new business implementations, ensuring operational readiness and customer satisfaction.
• Support retention initiatives by leading re-implementation efforts for existing customers, focusing on continuous improvement and service recovery.

Project Governance & Execution

• Monitor, manage, and report on all major implementation projects using standardized project management tools, ensuring delivery within scope, time, and budget.
• Define and track KPIs and success metrics, applying performance measurement frameworks to assess project outcomes and drive accountability.

Process & Quality Management

• Facilitate regular SOP reviews with CRM teams for key accounts, ensuring documentation is current, version-controlled, and aligned with operational realities.
• Enforce the use of approved implementation templates and ensure compliance with global and regional standards.

Systems & Tools Enablement

• Coordinate support from Systems and Business Process teams for all DSV tools relevant to implementation projects, including MyDSV, Booking and Quoting capabilities
• Act as SSA lead for MyDSV: oversee commercial, maintenance, and training aspects of the Track & Trace platform, both internally and externally.
• Drive and support regional initiatives to successfully achieve myDSV activation and adoption targets

Training & Capability Building

• Lead onboarding and training for new Sales and CRM team members on implementation methodology, tools, and best practices.
• Develop and deliver training materials to promote consistency and excellence in implementation execution.

Continuous Improvement & Knowledge Management

• Initiate and support CIP (Continuous Improvement Projects) leveraging feedback and analytics to refine processes.
• Maintain and contribute to SharePoint content, team IOPs, and support documentation to ensure knowledge sharing and operational transparency.

Tertiary Qualification:

• National Diploma / B. Degree/ B. Tech advantage
• Matric (Grade 12)

Additional Computer Skills:

• Proficient in Excel, PowerPoint, word and Outlook
• Cargowise/ TANGO or other related Industry TMS, Microsoft Dynamics/ CRM software; Purchase Order Management Systems/ Customer Visibility platforms, Power BI, Understanding of EDI and API technologies and disciplines

Job-Related Requirements:

• Minimum of 5 – 7  years’ Systems and Process experience in a Freight Forwarding environment
• Preference to Senior Systems and Processes.
• Consideration for Operational Management/ Supervisory role in either Operations, Account Management should they have suitable technical acumen and exposure to Systems.
• Strong project management acumen and ability to self-manage.
• Customer Engagement: Proven experience in a front-facing role, engaging directly with customers.
• Strong analytical and systems skillset – CW1 and web-based customer visibility tools (eg. MyDSV) advantage

Electives:

• Deadline driven
• Strong administration and Communication skills
• Ability to connect with people and build solid relationships
• Pragmatic and hands-on approach
• Project Management skills
• Dynamic
• Ability to create and present presentations to both internal and external audiences
• Strong analytical skills
• Solution-minded
• Strong System acumen