Customer Implementation and Project Manager (HCMC)
DHL
1. Job purposes:Driving successful customer onboarding through efficient and tailored implementation processes.Leading project teams to execute customer-specific projects with a focus on quality, timelines, and budget adherence.Ensuring stakeholder alignment across departments (Sales, Product, Operations, Customer Support) and with customers.Monitoring and improving key performance metrics related to project execution and customer satisfaction.Managing risks and issues during project delivery to ensure smooth execution and client satisfaction.
2. Main Accountabilities:2.a/ Customer ImplementationEstablish and Oversee Implementation Processes: Lead the design, establishment, and continuous improvement of customer implementation processes to ensure a seamless and efficient onboarding experience.Lead Customer Implementation Project Management (CIPM) and Global Customer Implementation Project Management (GCIPM) Projects: Take full ownership of CIPM and GCIPM projects, ensuring they are executed to the highest standards and aligned with customer expectations.Stakeholder Management and Communication: Act as the primary point of contact between key internal stakeholders (Sales, Product, Customer, etc) to ensure alignment, manage expectations, and communicate progress effectively.Information Gathering and Requirements Analysis: Proactively gather, analyze, and document all necessary information from customers and internal teams to ensure full understanding and alignment with customer requirements.Customer Onboarding Support: Manage and coordinate the successful onboarding of regionally managed customer implementations, ensuring that all local requirements and specific needs are met.Requirement Understanding and Documentation: Ensure that all customer requirements are fully understood, documented, and agreed upon, using Standard Operating Procedures (SOP) and Customer-Specific Operating Procedures (CSOP) to guide implementation.Implementation Planning and Process Optimization: Develop and implement detailed implementation plans that are aligned with overall business goals and designed to improve Key Performance Indicators (KPIs), driving efficiencies in the onboarding process.KPI Monitoring and Delivery: Monitor and report on country-specific implementation KPIs, driving performance against established targets to ensure successful, on-time delivery and customer satisfaction.
2.b/ Project ManagementProject Requirements Interpretation and Task Breakdown: Translate project requirements into clear, actionable objectives and tasks, ensuring alignment with overall business goals. Lead the comprehensive planning, execution, and delivery of projects.Application of DePICT Methodology: Effectively apply the DePICT methodology (Define, Plan, Implement, Control, and Transition) to guide and manage project execution, ensuring clear structure and consistency across all phases.Detailed Project Timeline Construction: Construct and manage a detailed project timeline, ensuring all deliverables are tracked, and the project stays on schedule, adjusting timelines as necessary to accommodate unforeseen challenges.Internal and External Project Kick-off: Organize and facilitate project kick-off meetings, setting clear expectations and ensuring alignment between internal teams and external stakeholders from the start of the project.Regular Project Status Reporting: Provide regular and transparent project status updates to all stakeholders, ensuring clear communication regarding progress, issues, and any required interventions.Task Assignment and Tracking: Lead task assignment for team members, ensuring all activities are completed within agreed timelines. Track progress continuously and escalate any delays to maintain project momentum.Effective Communication for Project Success: Chair regular project meetings to facilitate open communication, ensuring all team members are informed of their responsibilities, deadlines, and project changes.Risk Management and Mitigation Planning: Identify potential project risks early in the process and proactively develop and implement risk mitigation plans, ensuring the continued success of the project.Project Budget Management: Take responsibility for managing the project budget, providing weekly cost updates and ensuring the project remains within financial parameters, adjusting forecasts as needed.
3. Process3.a/ Customer ImplementationCoordinate with Global / Regional / Country to support onboarding new Businesses. Attend Sales Visit, Customer Meetings to understand Customer RequirementsFacilitate discussion with Parties (Sales, Product, Operations, Finance and Network Agents) to confirm Service Quality Agreements vs Customer Requirements. Support development and documentation of the agreed Standard Operational Procedure (SOP) and Customer Operational Procedure (CSOP). Conduct calls, meetings and follow-ups to implement the SOP, CSOP with relevant Parties. Coordinate with relevant Parties to monitor on Business Pilot or Transition phase to ensure the requirements are properly followed and implemented. Ensure the Pilot or Transition run smoothly before handling over Key Account team (Sales, CS, Ops, etc)
3.b/ Project ManagementDefine project objectives, scope, and constraints.Develop a project charter outlining key deliverables, resources, and timelines.Break down the project into detailed tasks and assign timelines.Identify resource requirements, risk management plans, and communication strategies.Set up project tracking systems and toolsKick-off the project by initiating the planned tasks and activities.Coordinate team efforts and manage resources to complete project tasks.Ensure constant communication among stakeholders, project team, and clients.Track project milestones and compare against the plan (KPIs, timelines, budget).Address any issues or risks that arise, adjusting the plan as necessary.Provide regular status updates to all stakeholders.Ensure all deliverables are completed and reviewed against project goals.Transition the project to the operational or customer team, providing necessary documentation and training.
4/ People ManagementLead cross-functional teams through the customer implementation and project management lifecycle, motivate and guide them to achieve project objectives.Engage and foster effective collaboration between internal teams (e.g., Sales, Product, Operations, Customer Support) to ensure alignment on project goals and customer expectations.Monitor and assess the performance of team members throughout the project, providing feedback, guidance, and opportunities for professional growth.Address conflicts or challenges that arise within the project team or with external stakeholders, resolving them in a timely and constructive manner.Delegate tasks effectively, ensuring team members have the opportunity to take ownership of key project elements.
5/ RequirementsBachelor in relevant topicCommunication skills (English), spoken and written (good command)Logistics and Operations Expertise: Strong background in logistics, with comprehensive knowledge of product and operations management.Project Planning and Execution: Skilled in developing detailed project plans, timelines, risk management strategies, and status reporting.Stakeholder Communication: Proven ability to communicate effectively with stakeholders at all levels, ensuring alignment between customer needs, project goals, and business objectives.Problem-Solving and Issue Resolution: Expertise in identifying and resolving issues during implementation and project delivery, ensuring minimal impact on timelines and customer satisfaction.Process Optimization: Experience in analyzing and improving processes to enhance the efficiency of customer implementations and project management.Quality Control: Track record of managing the quality of project deliverables, ensuring compliance with internal standards and customer specifications.Documentation and Reporting: Proficient in documenting processes, SOPs, and customer requirements (CSOPs) clearly and accurately for internal and external reference.
6/ Working location: Floor 11th, Etown 2 Building, No. 364 Cong Hoa Street, Ward 13, Tan Binh District, HCMC
2. Main Accountabilities:2.a/ Customer ImplementationEstablish and Oversee Implementation Processes: Lead the design, establishment, and continuous improvement of customer implementation processes to ensure a seamless and efficient onboarding experience.Lead Customer Implementation Project Management (CIPM) and Global Customer Implementation Project Management (GCIPM) Projects: Take full ownership of CIPM and GCIPM projects, ensuring they are executed to the highest standards and aligned with customer expectations.Stakeholder Management and Communication: Act as the primary point of contact between key internal stakeholders (Sales, Product, Customer, etc) to ensure alignment, manage expectations, and communicate progress effectively.Information Gathering and Requirements Analysis: Proactively gather, analyze, and document all necessary information from customers and internal teams to ensure full understanding and alignment with customer requirements.Customer Onboarding Support: Manage and coordinate the successful onboarding of regionally managed customer implementations, ensuring that all local requirements and specific needs are met.Requirement Understanding and Documentation: Ensure that all customer requirements are fully understood, documented, and agreed upon, using Standard Operating Procedures (SOP) and Customer-Specific Operating Procedures (CSOP) to guide implementation.Implementation Planning and Process Optimization: Develop and implement detailed implementation plans that are aligned with overall business goals and designed to improve Key Performance Indicators (KPIs), driving efficiencies in the onboarding process.KPI Monitoring and Delivery: Monitor and report on country-specific implementation KPIs, driving performance against established targets to ensure successful, on-time delivery and customer satisfaction.
2.b/ Project ManagementProject Requirements Interpretation and Task Breakdown: Translate project requirements into clear, actionable objectives and tasks, ensuring alignment with overall business goals. Lead the comprehensive planning, execution, and delivery of projects.Application of DePICT Methodology: Effectively apply the DePICT methodology (Define, Plan, Implement, Control, and Transition) to guide and manage project execution, ensuring clear structure and consistency across all phases.Detailed Project Timeline Construction: Construct and manage a detailed project timeline, ensuring all deliverables are tracked, and the project stays on schedule, adjusting timelines as necessary to accommodate unforeseen challenges.Internal and External Project Kick-off: Organize and facilitate project kick-off meetings, setting clear expectations and ensuring alignment between internal teams and external stakeholders from the start of the project.Regular Project Status Reporting: Provide regular and transparent project status updates to all stakeholders, ensuring clear communication regarding progress, issues, and any required interventions.Task Assignment and Tracking: Lead task assignment for team members, ensuring all activities are completed within agreed timelines. Track progress continuously and escalate any delays to maintain project momentum.Effective Communication for Project Success: Chair regular project meetings to facilitate open communication, ensuring all team members are informed of their responsibilities, deadlines, and project changes.Risk Management and Mitigation Planning: Identify potential project risks early in the process and proactively develop and implement risk mitigation plans, ensuring the continued success of the project.Project Budget Management: Take responsibility for managing the project budget, providing weekly cost updates and ensuring the project remains within financial parameters, adjusting forecasts as needed.
3. Process3.a/ Customer ImplementationCoordinate with Global / Regional / Country to support onboarding new Businesses. Attend Sales Visit, Customer Meetings to understand Customer RequirementsFacilitate discussion with Parties (Sales, Product, Operations, Finance and Network Agents) to confirm Service Quality Agreements vs Customer Requirements. Support development and documentation of the agreed Standard Operational Procedure (SOP) and Customer Operational Procedure (CSOP). Conduct calls, meetings and follow-ups to implement the SOP, CSOP with relevant Parties. Coordinate with relevant Parties to monitor on Business Pilot or Transition phase to ensure the requirements are properly followed and implemented. Ensure the Pilot or Transition run smoothly before handling over Key Account team (Sales, CS, Ops, etc)
3.b/ Project ManagementDefine project objectives, scope, and constraints.Develop a project charter outlining key deliverables, resources, and timelines.Break down the project into detailed tasks and assign timelines.Identify resource requirements, risk management plans, and communication strategies.Set up project tracking systems and toolsKick-off the project by initiating the planned tasks and activities.Coordinate team efforts and manage resources to complete project tasks.Ensure constant communication among stakeholders, project team, and clients.Track project milestones and compare against the plan (KPIs, timelines, budget).Address any issues or risks that arise, adjusting the plan as necessary.Provide regular status updates to all stakeholders.Ensure all deliverables are completed and reviewed against project goals.Transition the project to the operational or customer team, providing necessary documentation and training.
4/ People ManagementLead cross-functional teams through the customer implementation and project management lifecycle, motivate and guide them to achieve project objectives.Engage and foster effective collaboration between internal teams (e.g., Sales, Product, Operations, Customer Support) to ensure alignment on project goals and customer expectations.Monitor and assess the performance of team members throughout the project, providing feedback, guidance, and opportunities for professional growth.Address conflicts or challenges that arise within the project team or with external stakeholders, resolving them in a timely and constructive manner.Delegate tasks effectively, ensuring team members have the opportunity to take ownership of key project elements.
5/ RequirementsBachelor in relevant topicCommunication skills (English), spoken and written (good command)Logistics and Operations Expertise: Strong background in logistics, with comprehensive knowledge of product and operations management.Project Planning and Execution: Skilled in developing detailed project plans, timelines, risk management strategies, and status reporting.Stakeholder Communication: Proven ability to communicate effectively with stakeholders at all levels, ensuring alignment between customer needs, project goals, and business objectives.Problem-Solving and Issue Resolution: Expertise in identifying and resolving issues during implementation and project delivery, ensuring minimal impact on timelines and customer satisfaction.Process Optimization: Experience in analyzing and improving processes to enhance the efficiency of customer implementations and project management.Quality Control: Track record of managing the quality of project deliverables, ensuring compliance with internal standards and customer specifications.Documentation and Reporting: Proficient in documenting processes, SOPs, and customer requirements (CSOPs) clearly and accurately for internal and external reference.
6/ Working location: Floor 11th, Etown 2 Building, No. 364 Cong Hoa Street, Ward 13, Tan Binh District, HCMC
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