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- Tasks: Lead the vision and strategy for a cutting-edge customer platform in freight forwarding.
- Company: Join a dynamic global leader in logistics and digital solutions.
- Benefits: Enjoy competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Collaborate with diverse teams and stay ahead of industry trends in a fast-paced environment.
- Why this job: Make a real impact by enhancing customer experiences and driving innovation in the industry.
- Qualifications: 5-7 years in product management with a focus on digital platforms and customer engagement.
The predicted salary is between 70000 - 90000 £ per year.
To serve as the primary business owner and product strategist for the customer-facing digital platform, driving the vision, roadmap, and continuous enhancement of booking, quotation, tracking, reporting, and analytics capabilities. This role ensures the platform delivers exceptional customer value through strategic feature prioritization, cross-functional collaboration, development oversight, and comprehensive user enablement, ultimately enhancing customer satisfaction, operational efficiency, and competitive differentiation in the freight forwarding marketplace.
Key Accountabilities
- Product Vision: Define and communicate the strategic vision and roadmap for the customer platform, aligned with business objectives, customer needs, and market trends.
- Business Case Development: Build compelling business cases for platform investments, articulating ROI, customer value, and competitive advantages.
- Platform Ownership: Serve as the primary business owner responsible for all aspects of the customer platform including booking systems, quotation modules, tracking modules, customer reporting, and analytics dashboards.
- Stakeholder Alignment: Ensure platform strategy aligns with commercial, operational, and IT strategies across the global organization.
- Market Analysis: Conduct competitive analysis and market research to identify opportunities for platform differentiation and innovation.
- Success Metrics: Define and monitor platform success metrics including adoption rates, user satisfaction, transaction volumes, and business impact.
- Backlog Management: Own and maintain the platform product backlog, ensuring features are well-defined, prioritized, and aligned with strategic objectives.
- Requirements Definition: Gather, document, and translate business and customer requirements into clear, actionable user stories and functional specifications.
- Prioritization Framework: Develop and apply prioritization frameworks (value vs. effort, RICE scoring) to balance customer needs, business value, technical feasibility, and resource constraints.
- Feature Roadmap: Create and maintain detailed feature roadmaps with clear timelines, dependencies, and release plans.
- Trade-off Decisions: Make informed decisions on feature scope, trade-offs, and release timing in collaboration with stakeholders.
- Value Delivery: Ensure each release delivers measurable customer and business value.
- Stakeholder Management: Engage and align cross-functional stakeholders including Commercial, Operations, IT, Customer Service, Finance, and regional teams.
- Governance Structure: Establish and lead governance forums (steering committees, working groups) to review priorities, resolve conflicts, and make decisions.
- IT Partnership: Work closely with IT development teams, architects, and technical leads to ensure feasibility and optimal technical implementation.
- Commercial Alignment: Partner with Commercial teams to ensure platform capabilities support sales strategies, pricing models, and customer acquisition/retention goals.
- Operations Integration: Collaborate with Operations teams to ensure platform functionality integrates seamlessly with operational processes and systems.
- Regional Coordination: Balance global standardization with regional requirements and customization needs.
- Vendor Management: Manage relationships with external platform vendors, technology partners, and consultants as needed.
- Acceptance Criteria: Define clear acceptance criteria and success metrics for all platform features and enhancements.
- Development Review: Lead review sessions throughout the development lifecycle, evaluating progress against defined criteria, specifications, and quality standards.
- User Acceptance Testing (UAT): Plan, coordinate, and lead UAT activities, ensuring thorough testing with representative user groups.
- Quality Gates: Establish quality gates and sign-off processes to ensure only production-ready features are released.
- Defect Management: Oversee defect identification, prioritization, and resolution processes in collaboration with IT teams.
- Release Management: Coordinate platform releases, including release planning, communication, deployment validation, and post-release monitoring.
- Performance Monitoring: Monitor platform performance, stability, and user experience post-release; drive rapid resolution of issues.
- Functionality Enhancement: Continuously improve booking capabilities including multi-modal bookings, shipment tracking, document management, and automated confirmations.
- User Experience: Optimize booking workflows for ease of use, speed, and accuracy across all customer segments.
- Integration: Ensure seamless integration of booking functionality with operational systems (TMS, WMS) and carrier platforms.
- Innovation: Introduce innovative booking features such as instant booking, dynamic capacity allocation, and predictive ETA's.
- Quotation Tools: Enhance digital quotation capabilities including instant quotes, rate management, surcharge automation, and proposal generation.
- Pricing Integration: Work with Commercial and Revenue Management teams to ensure accurate, competitive pricing reflected in real-time.
- Customer Self-Service: Enable customer self-service quotation capabilities with appropriate approval workflows and guardrails.
- Analytics: Provide quote conversion analytics and insights to drive commercial effectiveness.
- Change Strategy: Develop and execute change management strategies to drive platform adoption across diverse customer segments.
- Communication Plans: Create targeted communication plans for different stakeholder groups including customers, internal users, and leadership.
- Feedback Loops: Establish mechanisms to continuously gather customer feedback, identify pain points, and capture enhancement requests.
- Customer Advocacy: Build customer advocacy programs leveraging platform champions and success stories.
- Adoption Metrics: Track and report on adoption metrics; implement initiatives to improve engagement and utilization.
- Customer Insights: Regularly analyze customer behavior, usage patterns, and feedback to identify improvement opportunities.
- Industry Trends: Stay current with digital freight forwarding trends, emerging technologies, and competitive platform capabilities.
- Innovation Pipeline: Maintain an innovation pipeline exploring new technologies (AI, automation, blockchain) and capabilities.
- Experimentation: Design and conduct pilots, A/B tests, and proof-of-concepts to validate new features before full rollout.
- Platform Evolution: Drive continuous platform evolution to maintain competitive advantage and customer satisfaction.
Qualifications and Experience
- Bachelor's degree in Business Administration, Computer Science, Supply Chain Management, or related field.
- Minimum 5-7 years of experience in product management, business analysis, 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 and practices.
- Experience gathering requirements, writing user stories, and defining acceptance criteria.
- Demonstrated ability to manage cross-functional stakeholder relationships.
- Experience leading UAT and release management activities.
- Background in customer training and change management.
- Track record of driving platform adoption and customer engagement.
- Understanding of shipment tracking technologies and supply chain visibility solutions.
Preferred
- Master's degree or MBA.
- Professional certifications in Product Management (CSPO, CPM, PMC) or Agile (CSM, SAFe).
- Technical background or experience working closely with development teams.
- Experience with freight forwarding platforms (CargoWise, Magaya, Descartes, etc.).
- Knowledge of API integrations, EDI, and system architecture concepts.
- Experience with tracking technologies (GPS, IoT, telematics).
- Familiarity with UX/UI design principles and user research methodologies.
- Experience with data analytics and business intelligence tools.
- International or multi-regional product management experience.
Global Manager – Customer Platform (Quote & Book) employer: DP World
Contact Detail:
DP World Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Global Manager – Customer Platform (Quote & Book)
✨Tip Number 1
Network like a pro! Reach out to people in your industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your experience aligns with their needs, especially around customer platforms and digital solutions.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online resources to refine your responses. Focus on articulating your product management experience and how it relates to enhancing customer satisfaction.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can keep you top of mind and show your enthusiasm for the role. And remember, apply through our website for the best chance at landing that dream job!
We think you need these skills to ace Global Manager – Customer Platform (Quote & Book)
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for the role shine through! We want to see how excited you are about driving the vision and roadmap for our customer platform. Share specific examples of how you've contributed to similar projects in the past.
Tailor Your Application: Make sure to customise your application to align with the job description. Highlight your experience in product management and any relevant skills that match the key accountabilities. This shows us that you understand what we're looking for and how you can add value.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language to describe your experiences and achievements. We appreciate a well-structured application that makes it easy for us to see your qualifications at a glance.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it helps us keep everything organised on our end!
How to prepare for a job interview at DP World
✨Know the Product Inside Out
Before your interview, dive deep into the customer platform's features and functionalities. Understand how booking, quotation, and tracking work, and be ready to discuss how you would enhance these capabilities. This shows your genuine interest and expertise in the role.
✨Prepare Your Business Case Examples
Think of specific instances where you've built compelling business cases for product investments. Be prepared to articulate the ROI and customer value you delivered in previous roles. This will demonstrate your ability to align with the company's objectives and market trends.
✨Showcase Your Stakeholder Management Skills
Since this role involves cross-functional collaboration, come equipped with examples of how you've successfully managed stakeholder relationships. Highlight any governance structures you've established or led, as well as how you resolved conflicts to keep projects on track.
✨Stay Ahead of Industry Trends
Familiarise yourself with the latest trends in digital freight forwarding and emerging technologies. Be ready to discuss how these innovations could impact the customer platform and suggest ideas for maintaining a competitive edge. This will show that you're proactive and forward-thinking.