Customer Service Transformation Project Manager - IMEA

Customer Service Transformation Project Manager - IMEA

CEVA Logistics provides global supply chain solutions to connect people, products and providers all around the world. Present in 170 countries and with more than 110,000 employees spread over 1,500 sites, we are well on our way to achieving our vision: to be a Top 5 global 3PL. We believe that our employees are the key to our success. We want to engage and empower our diverse, global team to co-create value with our customers through our solutions in contract logistics and air, ocean, ground, and finished vehicle transport. That is why CEVA Logistics offers a dynamic and exceptional work environment that fosters personal growth, innovation, and continuous improvement. DARE TO GROW! Join CEVA Logistics, and you will be part of a team that values imagination, encourages boldness and exemplarity, and is committed to excellence in everything we do. Join us in our mission to shape the future of global logistics as we become a global leader in the logistics industry. As we continue growing at a fast pace, will you "Dare to Grow" with us?

Job Purpose

The Regional Customer Service Transformation Project Manager will be managing Customer Service Transformation projects within the region to achieve 2026 & 2027 roadmap. Under the accountability of the Regional CS Manager, you will manage the customer service transformation projects in collaboration with the country project team in order to implement the Blueprint and the CS function, the Target Operating Model (processes) as well as the tools for Air & Ocean.

Key Accountabilities

• Manage Customer Service Transformation projects in collaboration with the country project team
• Implement the project governance with the country project team
• Monitor and report project status/planning to the Regional and Global CS Managers
• Manage risks during project and manage mitigation plan accordingly
• Ensure adoption of the target operating model during project
• Ensure adoption of Customer Service tools during project
• Implement key performance indicators (KPIs) during project
• Collaborate with BPS team and C-View team during implementation and hypercare
• Lead and share outputs from Return of Experience after project
• Report and escalate to global and regional management as needed

As a global organization, and as part of the CMA CGM Group, diversity is critical to our business success; only when we can reflect the cultures, languages, behaviors and local knowledge of our customers, we can succeed. By employing people with different experiences and abilities, we expand our knowledge and increase our creativity and innovation.