The Global Manager for the Customer Platform (Track & Analytics) will serve as the primary business owner and product strategist for the customer-facing digital platform. The role is focused on driving the vision, roadmap, and continuous enhancement of booking, quotation, tracking, reporting, and analytics capabilities. The manager will ensure the platform delivers exceptional customer value through strategic feature prioritization, cross-functional collaboration, development oversight, and comprehensive user enablement. The ultimate goal is to enhance customer satisfaction, operational efficiency, and competitive differentiation in the freight forwarding marketplace.
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Key Accountabilities:
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Product Ownership & Strategy:
- Define and communicate the strategic vision and roadmap for the customer platform.
- Build compelling business cases for platform investments with a focus on ROI and competitive advantages.
- Ensure platform strategy aligns with commercial, operational, and IT objectives.
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Feature Management & Prioritization:
- Maintain the product backlog and ensure features are well-defined and prioritized.
- Develop and apply prioritization frameworks to balance customer needs with business value.
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Cross-Functional Collaboration:
- Engage with cross-functional stakeholders in Commercial, Operations, IT, and Customer Service.
- Manage relationships with external platform vendors and technology partners.
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Development Oversight & Quality Assurance:
- Define acceptance criteria and monitor progress through review sessions.
- Lead User Acceptance Testing (UAT) activities and coordinate platform releases.
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Customer Reporting & Analytics:
- Define and develop comprehensive customer reporting capabilities.
- Create intuitive analytics dashboards for actionable insights.
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Change Management & User Adoption:
- Develop and execute change management strategies to drive platform adoption.
- Establish mechanisms for continuous customer feedback.
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Continuous Improvement & Innovation:
- Analyze customer behavior and identify improvement opportunities.
- Stay current with digital freight forwarding trends and emerging technologies.
Qualifications, Skills and Experience:
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Required:
- Bachelor's degree in Business Administration, Computer Science, Supply Chain Management, or related field.
- Minimum 5-7 years of experience in product management or digital product ownership.
- Experience in freight forwarding, logistics, or supply chain industry.
- Proven track record managing customer-facing digital platforms or SaaS products.
- Strong understanding of agile product development methodologies.
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Preferred:
- Master's degree or MBA.
- Professional certifications in Product Management or Agile.
- Technical background or experience working closely with development teams.
- Familiarity with tracking technologies, API integrations, and UX/UI design principles.
Location: Dubai, Dubai, United Arab Emirates
Work Conditions: On-site, Full-time
The company is committed to creating a culture where everyone feels respected and empowered, driving innovation and growth through diversity and inclusion.
