Manager, Implementation & Customer ; SSA)

• Manager, Implementation & Customer Applications (SSA)
• Kempton Park

If you are a current DSV employee and interested in a position in another country, please contact your Human Resource representative to discuss the process and requirements of applying.

Location:

ZAF - Kempton Park, Serengeti Blvd (DSV Park Gauteng)
Job Posting

Title:

Manager, Implementation & Customer Applications (SSA)
Time Type:
Full Time

• Lead Implementation for SSA
• Manage, implement and improve the standard Customer Implementation governance model for SSA
• Take the lead on strategic implementation projects – administrative and management
• Lead internal projects and process improvements (best practice)
• Deliver internal and external training
• Act as Tradecloud owner and commercial trainer

• Grade 12 / Matric – Essential
• Tertiary qualification – Advantageous

• Advanced computer literacy: MS Word, Excel, PowerPoint and Outlook

• MyDSV / other visibility platforms
• CW1
• MS Dynamics
• Ability to use AI applications

• 6–8 years’ experience in Freight Forwarding
• Strong project management acumen and ability to self-manage
• Proven customer-facing experience, engaging directly with customers
• Strong analytical and systems skillset
• CW1 and web-based customer visibility tools experience advantageous (e.g. MyDSV)

• Deadline driven
• Strong administration and communication skills
• Ability to connect with people and build solid relationships
• Pragmatic and hands‑on approach
• Project management skills
• Dynamic
• Ability to create and present presentations to internal and external audiences
• Strong analytical skills
• Solution-minded
• Strong systems acumen

• Leadership & Coordination:
  Lead and oversee all customer implementations across SSA for Air & Sea, ensuring alignment with global standards and regional nuances.
• Drive cross-functional coordination for implementations impacting other business units, ensuring seamless integration and stakeholder alignment.
• Represent SSA in global forums, ensuring origin/destination requirements are effectively implemented and regional needs are communicated.
• Commercial & Project Support:
  Partner with Sales and Project Management to scope, plan and execute new business implementations, ensuring operational readiness and customer satisfaction.
• Support retention initiatives by leading re-implementation efforts for existing customers, focusing on continuous improvement and service recovery.
• Project Governance & Execution:
  Monitor, manage and report on all major implementation projects using standardised project management tools, ensuring delivery within scope, time and budget.
• Define and track KPIs and success metrics, applying performance measurement frameworks to assess project outcomes and drive accountability.
• Process & Quality Management:
  Facilitate regular SOP reviews with CRM teams for key accounts, ensuring documentation is current, version-controlled and aligned with operational realities.
• Enforce the use of approved implementation templates and ensure compliance with global and regional standards.
• Systems & Tools Enablement:
  Coordinate support from Systems and Business Process teams for all DSV tools relevant to implementation projects, including Tradecloud.
• Act as SSA lead for Tradecloud, overseeing commercial, maintenance and training aspects of the platform internally and externally.
• Drive and support regional initiatives to achieve Tradecloud activation and adoption targets.
• Training & Capability Building:
  Lead onboarding and training for new Sales and CRM team members on implementation methodology, tools and best practices.
• Develop and deliver training materials to promote consistency and excellence in implementation…