Customer Solutions Manager
Location: UK, base location flexible. Occasional travel is required for customer meetings, stakeholder meetings or product‑related events.
As Customer Solutions Manager, you will play a key role in driving strategic continuous improvement projects and enhancing Order Management & Freight Management Services across global supply chains for assigned accounts.
In this role you will act as the key link between operational teams, operational excellence teams, solution design & implementation teams, local internal stakeholders and external key stakeholders, ensuring full utilisation of the designed solution and its features, maximising operational process efficiency and customer retention. You will lead strategic initiatives, business review meetings and key performance indicating reviews focused on supply chain consultancy, exception management, operational excellence, continuous solution improvement and enabling enhanced customer engagement through digital solutions.
What will you be doing?
SCS Customer Engagement & Solution Adoption:
- Define, maintain and steer the strategic direction for the solution and customer’s continuous development, aligned with DSV’s digitalisation roadmap and customer’s objectives.
- Lead, prioritise and execute strategic and operational initiatives in close collaboration with both external and internal, global and local stakeholders.
- Establish and maintain global and local KPIs to measure and drive digital data quality and operational excellence performance.
Stakeholder Collaboration & Communication:
- Serve as the primary liaison between customer, local, regional & global product teams, OPEX and DP&S departments to gather input and align on supply chain- and solution-related initiatives.
- Collaborate closely with both the Solution Design & implementation and DP&S team to share product feedback and drive usability enhancements.
- Communicate requirements, changes & initiatives effectively across all organisational levels to ensure clarity and alignment.
- Act as a subject matter expert for order and freight management solutions within the organisation and towards the assigned customer portfolio, providing guidance and support to key stakeholders.
Reporting & Statistics:
- Monitor solution metrics to identify trends and opportunities for increased supply chain or operational efficiency.
- Regularly review KPIs and adapt reporting to reflect supply chain exceptions, focus areas or improvement potential.
- Develop and maintain monthly reports to support strategic decision-making.
- Create and maintain clear, comprehensive documentation for KPIs and metrics, including SOPs, process flows, and reporting tools.
- Ensure that documentation is up-to-date, well‑organised and accessible to relevant stakeholders.
About You
- Excellent communication and facilitation skills with the ability to engage and influence diverse stakeholder groups.
- Solid understanding of logistics/freight forwarding.
- Proficiency in our digital tools (CW1, TANGO, SCM, Infor, PowerBI).
- Experience with business analysis, data analysis, and documentation tools.
- Strong analytical and problem‑solving skills with the ability to translate complex ideas into actionable plans.
- High accountability and decision‑making capability.
- Customer‑focused and results‑driven.
- Experience in working with cross‑functional teams and facilitating workshops or meetings is beneficial.
What can we offer you?
Competitive Salary Package and an opportunity to be a part of and grow within a driven and successful company, with a team of 160 000, operating in over 90 countries. In addition, we can offer access to a selection of employee benefits, such as:
- Enhanced Annual Leave Entitlement from your start, which increases with length of service.
- Salary Sacrifice Car Scheme for Ultra‑Low Emissions Cars.
- Salary Sacrifice Cycle Scheme.
- WeCare App, for support with physical and mental wellbeing, including access to GPs for you and your dependents.
- LifeWorks app for access to cashback and discounts on high street and online brands.
- Life Insurance which includes access to expert probate support.
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