CRM Training & Governance Lead

Job Description

DP World is seeking an experienced CRM Training & Governance Lead to provide both bid management back office process support and business challenge and insight reporting that collectively will help support the DPW Logistics Europe business grow and engage more effectively and efficiently with our customers.

CRM & Strategy

• Work with the other regions and the global / Head Office stakeholders to represent Europe in the CRM strategy discussions and deliverables – ensuring that the Europe business needs are reflected in all decision making and strategy execution.
• Ensure that for the respective business units of Contract Logistics, Road Freight and Freight Forwarding the design of the bid management process in the CRM reflects the business needs – refining as needed.
• Lead the engagement with the IT teams (internal and external) to drive any necessary changes and enhancements in the CRM, and then project manage the roll out, training and execution of any new change with the business.

Bid Management Process

• Ensure all required opportunities for each DPW business unit (CL / RF / FF) are managed through the defined DPW Logistics Europe bid management process, covering the “Opportunity assessment” stage right through to “Closed & Won” when we have a signed contract from our customer.
• Ensure that the respective “Go / No Go” calls for each business unit are structured with the respective functional leads and that decisions are communicated within the business.
• Bid Approvals:
  For each business unit and approval process, ensure the necessary information from the opportunity lead and finance teams is gathered to enable an opportunity to be presented to the Regional Customer Council (or its equivalent) for approval and sign off.
• Work independently and handle, track & prioritize multiple RFQ response assignments concurrently.

CRM system

• Through the dedicated bid managers in each business unit of Logistics Europe, ensure the management and maintenance of the CRM system to provide correct visibility of status and associated managerial reports.
• Assist where required on data gathering and managerial report building on the performance of the growth and renewal pipeline.
• Lead the constant review of data quality within the CRM – chasing up where needed on individuals.

Reporting & Visibility

• Facilitate the right suite of reporting needed by each business unit from the CRM and pipeline – and constantly look to adapt and improve the outputs.
• Work with both the Business Analysts and the business unit Finance teams to understand what information is needed in MBRs and what insights could assist better business decision making.

Internal alignments

• Be willing and able to engage senior internal stakeholders to progress the required bid management process activities. Be a “self-starter” in proactively engaging any internal stakeholder to both produce output, but also to question and continuously improve our internal processes.
• Link in with the wider DPW CRM community – globally and regionally; within Ports & Terminals as well as Marine Services.

General

• Proactively push the way we showcase DPWorld in the eyes of the customer, observing, challenging and questioning how things are done today so we can continuously improve our credentials and how we are seen by customers when they receive a DPWorld submission.

• Have a minimum of 10 years’ strong experience in working in the supply chain/logistics sector – ideally within a contract logistics or road transport setting.
• Have a demonstrable track record in project management, including defining the situation and current challenges and building plans to deliver change.
• Knowledgeable with the fundamentals of project management (resource allocations, time constraints, predecessor and successor activities, key milestones and ultimate deliverables).
• Proven history of accountability and ownership of project deliverables.
• Have experience of the customer engagement and growth process and the associated back office systems and processes needed to support this core strategic requirement.
• Significant experience working in and leading the ownership of a CRM…