Customer Implementation Manager, North America

Responsibilities

• 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.