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- Tasks: Lead the vision and strategy for a cutting-edge customer platform in freight forwarding.
- Company: Join a dynamic team at a leading logistics company focused on innovation.
- Benefits: Enjoy competitive pay, flexible work options, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on continuous improvement and innovation.
- Why this job: Make a real impact by enhancing customer experiences through advanced technology.
- Qualifications: 5-7 years in product management or digital ownership, preferably in logistics.
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 Ownership & Strategy
- 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 (e.g., 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.
- Real-Time Tracking: Develop and enhance real-time shipment tracking capabilities across all transportation modes (ocean, air, road, rail).
- Milestone Visibility: Provide clear visibility of key shipment milestones including pickup, departure, in-transit, arrival, customs clearance, and delivery.
- Proactive Notifications: Implement intelligent alert and notification systems for shipment updates, exceptions, delays, and delivery confirmations.
- Exception Management: Enable customers to view and respond to exceptions, delays, and issues through the platform.
- Multi-Shipment Tracking: Provide consolidated tracking views for customers managing multiple concurrent shipments.
- Data Integration: Integrate tracking data from carriers, partners, IoT devices, and internal systems to provide comprehensive visibility.
- Predictive ETAs: Leverage data analytics and AI to provide accurate predictive arrival times and proactive delay warnings.
- Document Tracking: Enable visibility of document status including commercial invoices, bills of lading, and customs documentation.
- Mobile Tracking: Ensure seamless tracking experience across mobile devices and platforms.
- Track-and-Trace API: Develop API capabilities for customers to integrate tracking data into their own systems.
- Reporting Suite: Define and develop comprehensive customer reporting capabilities including shipment status, financial reports, performance KPIs, and operational metrics.
- Analytics Dashboards: Create intuitive analytics dashboards that provide customers with actionable insights into their supply chain performance.
- Customization: Balance standardized reporting with customer-specific customization requirements.
- Data Quality: Ensure accuracy, timeliness, and completeness of data presented in customer reports and dashboards.
- Advanced Analytics: Explore and implement advanced analytics capabilities such as predictive analytics, benchmarking, and carbon footprint reporting.
- 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 & Experience
- Required
- 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.
- 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 (Track & Analytics) employer: DP World
Contact Detail:
DP World Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Global Manager – Customer Platform (Track & Analytics)
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its platform. Know their products inside out, and think about how you can enhance customer satisfaction and operational efficiency.
✨Tip Number 3
Showcase your skills through real-life examples. When discussing your experience, highlight specific projects where you drove product strategy or improved user engagement.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed and shows you’re genuinely interested in joining our team.
We think you need these skills to ace Global Manager – Customer Platform (Track & Analytics)
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 the opportunity to drive our customer platform's vision and strategy.
Tailor Your Experience: Make sure to highlight your relevant experience in product management and digital platforms. We love seeing how your background aligns with our needs, so don’t hold back on those specific examples!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your skills and achievements are easy to spot. Bullet points can work wonders here!
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. We can’t wait to hear from you!
How to prepare for a job interview at DP World
✨Know Your Product Inside Out
Before the interview, dive deep into the customer platform and its features. Understand how booking, tracking, and analytics work together to enhance customer satisfaction. Be ready to discuss how you would prioritise features based on customer needs and market trends.
✨Showcase Your Stakeholder Management Skills
Prepare examples of how you've successfully engaged with cross-functional teams in the past. Highlight your experience in aligning strategies across different departments, as this role requires strong collaboration with Commercial, IT, and Operations teams.
✨Demonstrate Your Analytical Mindset
Be ready to discuss how you approach market analysis and competitive research. Share specific instances where your insights led to successful product enhancements or strategic decisions. This will show your ability to drive platform differentiation.
✨Prepare for Change Management Questions
Since user adoption is key, think about how you've previously developed change management strategies. Be prepared to discuss how you would create communication plans and gather feedback to ensure smooth transitions for users on the platform.