Om tjänsten
Global Customer Service, Ferry Division (DFDS)
Join us on our journey to transform the freight customer experience at DFDS.
Are you an experienced Project Manager with a strong track record of leading complex, technology-enabled transformation
initiatives from the business side? Do you excel at translating operational needs into clear business requirements, future
processes, and scalable digital capabilities, while aligning stakeholders across business and technology? If so, you may be the
next Senior Project Manager in DFDS Global Customer Service, Ferry Commercial.
Be part of the movement - and play your part
About the role
In this role, you will drive key initiatives within the transformation of the digital customer journey to support our Freight
Customer Service organisation at DFDS. Our ambition is clear: by 2030, we want to deliver a seamless, digital, and standardised
set-up that makes it easy to be a customer and easy to interact with customers across all freight touchpoints.
To achieve this, our Customer Service transformation is built on three strategic pillars:
- 1. Self-Service: The first pillar is about building a one-stop-shop, with customers being able to book and track a unit along
the whole journey and across transport modalities.
- 2. Contact Center Platform: An interaction platform to easily engage with customers, when they need our support - including a
knowledge base to further enhance the customer experience.
- 3. Control Tower: The Control Tower is our internal platform for managing customer bookings. It will give Customer Service a
more seamless and standardised way to manage bookings and track units across the DFDS network
In this role, your primary responsibility will be to lead the business-side development of the Control Tower and its booking
capabilities, while also supporting key initiatives within the broader transformation of the digital customer journey across
Freight Customer Service.
The Control Tower is our internal platform designed to help Customer Service work smarter through aligned processes, greater
transparency, and improved access to the information needed to manage customer bookings across the DFDS network.
As the representative of Global Customer Service, you will partner closely with Technology & Innovation (T&I) to support the
development of the Control Tower and its booking capabilities, ensuring operational needs and business requirements are translated
into scalable product capabilities. You will drive discovery, process mapping, standardisation, and business requirement
prioritisation, while creating alignment across stakeholders and managing cross-functional dependencies.
You will play a key role in driving change adoption, helping the organisation transition from legacy ways of working to our new
digital platform and ways of operating.
You will join a small, dedicated project and transformation team that works toward digitizing our customer journey which is a key
part of our DFDS strategy.
Key responsibilities
- Lead the business workstream from discovery and design through implementation, adoption, and continuous improvement in close
collaboration with your project team.
- Lead stakeholder alignment across Customer Service, Commercial, Operations, and Technology & Innovation, ensuring clear
priorities and effective collaboration.
- Facilitate workshops and decision forums, preparing recommendations and updates for senior leadership and governance bodies in
close collaboration with project and product owner team.
- Drive change management, business readiness, impact assessment, implementation, and adoption to ensure successful deployment
and value realisation.
- Define success measures and ensure delivered capabilities support more efficient, aligned, and transparent ways of working
across Customer Service.
About you
We believe the strongest teams are built on diversity and inclusivity. Contrasting opinions, varied skills and strong characters
bring out the best in us all. With this in mind, we imagine that you bring:
- Experience as a Project Manager, Business Transformation Lead, or similar, with a strong track record of leading complex
cross-functional technology-enabled transformation and driving organisational change.
- Ideally, experience from logistics, shipping, transportation, B2B customer service, supply chain, or another operationally
complex industry.
- Strong project and change management skills with ability to create structure, alignment, and momentum in environments
characterised by ambiguity, competing priorities, and multiple dependencies.
- Ideally, experience with business discovery, process mapping, process optimisation, future-state design, and change adoption.
Experience with Lean Six Sigma or a similar continuous improvement methodology is an advantage.
- Excellent stakeholder management and collaboration skills and ability to build alignment and drive decisions across functions,
organisational levels, and geographical locations while still ensuring engagement.
- A combination of strategic thinking with a hands-on approach, enjoying to work closely with operational teams with curiosity to
understand business ways of working and translating these into innovation .
- Ability to use PowerPoint, Excel, and process mapping tools. Experience with Power BI, business analysis tools, or automation
tools is advantageous.
You will report to the Ferry Customer Service Transformation Manager.
The role is based at the DFDS Headquarters in Copenhagen. Some travel may be expected (approx. 5-10 days a year).
Working at DFDS
At DFDS, we support your professional and personal development. You will have the opportunity to challenge yourself, grow your
skills, and help shape the future of customer service and digital transformation in the ferry industry.
We promote a great workplace with a diverse and vibrant community and a healthy work/life balance. At our Copenhagen headquarters,
we enjoy a modern workspace with award-winning facilities, different work zones, own game room, fitness facilities, canteen and a
café with a rooftop terrace with a beautiful ocean view, all just 5 minutes from the nearest train & metro station.
Apply now - Are we a match?
If you think your personality, skills, experience, and desire match this role, we’d love to hear from you. Please submit your CV
in English. Applications are reviewed on an ongoing basis and we hope to close this process already in October - and we therefore
encourage you to apply as soon as possible.
We look forward to hearing from you.
This recruitment process is managed by the DFDS Talent Acquisition team. We kindly ask external recruitment agencies to refrain
from contacting us regarding this opportunity.