About the Role
The Vice President AF & SF Customer Excellence & Digital Transformation & Innovation is accountable for delivering a seamless, differentiated customer experience while driving digital transformation across Airfreight and Seafreight in the region. The role combines customer implementation, operational account management, and digital innovation leadership to translate strategy into measurable business and customer outcomes. Acting as a key interface between Products, IT&D, and regional stakeholders, the role ensures Customer Excellence and digital initiatives are fully aligned with market, customer, and growth priorities.
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About the Job
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Customer Excellence & Regional CE Leadership: Own the end-to-end customer journey across IMEA — from quote through delivery and invoice. Set and enforce regional service standards. Conduct customer site visits, CE reviews, and escalation resolution for strategic accounts. Represent the IMEA customer voice to regional global product and technology teams. Drive measurable adoption of customer-facing digital tools (Smart Visibility, reporting dashboards, customer portal).
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Customer Implementation (CI): Lead the regional CI practice: structured onboarding from commercial handover to steady-state operations. Own the implementation methodology — (from RFQ to Customer Performance lifecycle, EDI/API connectivity, SOP creation, Operator Training, go-live validation, and hypercare). Measure and continuously improve implementation speed and quality. Partner with Sales to compress time-to-revenue on new wins.
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Operational Account Management (OAM): Direct leadership of OAM teams across IMEA. Own account assignment, service tiering, QBR cadence, and exception management for the region's key accounts. Build the model where OAMs operate as strategic advisors — proactively managing account health rather than reacting to failures. Track and report OAM coverage, account health scores, and operational KPIs to regional and global leadership.
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Digital Enablement & Innovation: Govern the IMEA digital product portfolio in coordination with the regional IT VP and global CIODO office. Prioritize and deliver the digital roadmap together with OpsEx and IT with measurable ROI. Drive continuous improvement across operational processes using digital tools and automation (e.g. RPA, OCR). Identify and deploy technology that directly improves CI and OAM performance — automation, AI-assisted exception detection, milestone reporting, and customer communication.
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People Leadership: Build, coach, and develop CI specialists and Operational Account Managers across IMEA. Define hiring standards, capability frameworks, and development paths for both functions.
About You
- 12+ years in digital transformation, technology, or CE leadership.
- Minimum 5 years at senior level in logistics or supply chain.
- Proven track record delivering large-scale digital programs.
- Experience with freight forwarding platforms (CargoWise, TMS, APIs).
- Bachelor's in Technology, Business, or Engineering; MBA preferred.
About our Benefits
- A strong Team Spirit and a lot of fun together
- A safe, multi-cultural and inclusive environment
- Individual opportunities for growth and development
Inclusion and social diversity are firmly anchored values in our corporate culture. Regardless of gender, age, any disabilities, religion, ethnic origin or sexual identity: We are looking forward to meeting you!
