Global Implementation Manager

Overview

The Global Implementation Manager is responsible for managing the implementation of global logistics solutions for key customers.

This role ensures seamless onboarding of new business, process standardization, and operational excellence across regions.

The manager will work closely with internal stakeholders, including sales, operations, IT, and account management, to design scalable and efficient solutions that meet customer requirements.

Responsibilities

• Lead the end-to-end implementation of global customer accounts, ensuring a smooth transition from sales to operations, and retaining and strengthening customer relationships.

Responsible for routine account servicing, including account set‑up and activation services.

Develop and maintain documentation for all implementations, including SOPs, process flows, and training materials.

• Develop and execute detailed implementation plans, including timelines, milestones, and risk management strategies.

Maintain customer account data/contact information to facilitate future contact and develop client retention and growth plans and strategies for developing profitable business with assigned accounts.

• Coordinate with cross‑functional teams (Operations, IT, Finance, and Compliance) to ensure all requirements are met before go‑live.

Conduct training sessions for internal teams and customers on new processes and technology platforms.

• Establish and track key performance indicators (KPIs) to measure implementation success and drive continuous improvement.
• Act as the primary point of contact for customers during the implementation phase, ensuring alignment on expectations and deliverables.
• Align with regional and local operations teams to ensure that solutions are practical and executable.
• Lead implementation governance forums, ensuring proper decision‑making, accountability, and communication.
• Analyze customer requirements and operational challenges to design customized logistics solutions, collaborate with IT and process automation teams to optimize technology integrations, including EDI/API connectivity, visibility tools, and reporting.
• Develop standardized implementation frameworks that can be adapted to different customers and regions.

Identify and implement process improvements to enhance efficiency, cost‑effectiveness, and scalability.

• Maintain strong relationships with key global account managers, ensuring a seamless implementation experience and a foundation for long‑term partnerships.
• Provide regular status updates to senior management, highlighting project progress, risks, and mitigation strategies.
• Serve as the primary global point of contact for clients during implementation, ensuring professional, consultative, and responsive experience.
• Manage client expectations and ensure clarity on timelines, deliverables, and responsibilities.
• Lead executive‑level updates and support management activities as required.

Qualifications

• 5+ years of experience in logistics, freight forwarding, or supply chain management, with a strong focus on solution design and implementation.
• Customer‑facing experience (internal & external).
• Fluent oral and written English is a must.
• Ability to understand performance metrics, milestone activity, KPIs and SLAs.
• Advanced proficiency in project management methodologies and tools (e. g., Agile, Waterfall, MS Project, Miro, Visio, Smartsheet).
• Ability to simplify complexity and translate requirements into actionable design elements.
• Knowledge of Cargo Wise, Infor Nexus, or similar logistics platforms.
• Strong presentation skills, capable of influencing senior leaders.
• Ability to recognize, analyze, and solve a variety of problems.
• Experience with change management and process improvement initiatives.
• Awareness of EDI/API integration, transport management systems (TMS). Strong project management skills (PMP, Agile, or Lean Six Sigma certification).
• Excellent communication, negotiation, and stakeholder management skills.
• Ability to work in a fast‑paced, global environment with competing priorities.
• What AIT Can Offer You

We believe in rewarding your talent and supporting your growth. In addition to a competitive salary and comprehensive benefits package, you’ll enjoy:

• Private healthcare through BUPA (medical and dental) after a qualifying period.
• Access to an Auto Enrolment Pension Plan with 4% employee and 4% employer contributions.
• Life Assurance equal to 2x your annual salary for peace of mind.
• 26 days of annual leave to relax and recharge.
• Childcare vouchers to support your family needs.
• Eyecare vouchers for your vision health.
• Cycle to Work scheme to promote sustainable commuting.
• Car allowance or company car for certain roles.
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