We are seeking an experienced Implementation Manager, APAC to lead complex customer implementations across Asia Pacific.
This regional role will coordinate implementation projects from contract award through planning, go-live, hypercare and transition to steady-state operations.
You will work closely with customers and cross-functional teams across Operations, Technology, Solution Engineering, Sales, Account Management, Finance and Quality to ensure that commercial and contractual requirements are translated into practical operational and system solutions.
The successful candidate will independently manage assigned implementation projects, contribute to the development of standardised implementation practices and escalate significant risks or issues to the Regional Manager, Global Forwarding Implementation, APAC.
Key Responsibilities
- Manage the end-to-end delivery of assigned regional and global customer implementations, including new business awards, reimplementations, scope expansions and operational or system changes.
- Develop and maintain detailed implementation plans covering scope, timelines, milestones, responsibilities, dependencies, risks and deliverables.
- Coordinate implementation activities across APAC countries, products, stations and functions.
- Translate customer, contractual and commercial requirements into operational processes, system requirements and organisational-readiness plans.
- Establish appropriate project governance, reporting, meeting and escalation structures.
- Coordinate the development, review and approval of Standard Operating Procedures, process flows, work instructions and implementation documentation.
- Partner with Technology and Solution Engineering teams to confirm integration, data, reporting, testing and system-readiness requirements.
- Identify and manage operational, system, resource, financial and service risks, and escalate significant issues to the Regional Manager when required.
- Facilitate customer meetings, project-status reviews, readiness assessments and stakeholder updates.
- Coordinate go-live preparation, hypercare support and formal handover to operational and account-management teams.
- Monitor post-go-live service performance, system stability, data quality, reporting and customer feedback.
- Track outstanding implementation issues and work with the relevant stakeholders to achieve timely resolution.
- Conduct post-implementation reviews and document lessons learned and improvement opportunities.
- Contribute to the consistent use and continuous improvement of implementation methodologies, templates, tools and governance standards across APAC.
- Support the Regional Manager with project reporting, implementation priorities and other assigned activities.
What We Are Looking For
- Minimum 5 years of relevant experience in freight forwarding, logistics, operations, customer implementation, account management or project management.
- At least 2 years of direct experience managing customer implementations, operational onboarding or cross-functional projects.
- Good knowledge of international freight forwarding and supply-chain operating models, including air and ocean freight.
- Experience coordinating multi-country or cross-functional projects.
- Regional exposure across APAC would be advantageous.
- Experience supporting strategic, multinational or global customers would be preferred.
- Strong project planning, coordination, risk-management and problem-solving capabilities.
- Ability to translate customer and commercial requirements into practical operational and system solutions.
- Strong stakeholder-management skills and the ability to influence outcomes without direct reporting authority.
- Confident customer-facing communication, presentation and facilitation skills.
- Ability to manage multiple projects and priorities in a fast-paced and changing environment.
- Strong organisation, attention to detail and documentation skills.
- Proficiency in project-management and collaboration tools such as Jira or equivalent platforms.
- Proficiency in Microsoft Excel, PowerPoint, Word and reporting or dashboard tools.
- Fluent written and spoken English.
- Willingness to travel within Asia Pacific and internationally when required.
Education and Professional Qualifications
- Bachelor’s degree in Business, Logistics, Transportation, Supply Chain Management, Project Management or a related discipline is preferred.
- An equivalent combination of relevant education and professional experience may be considered.
- Project-management certification such as PMP, PRINCE2 or an equivalent qualification would be advantageous.
- Relevant logistics, freight-forwarding or supply-chain certification would be an advantage
