Global Manager – Commercial Applications Business Owner - Freight Forwarding

Role Overview

Global Manager – Commercial Applications Business Owner, Freight Forwarding at DP World.

Company Overview

DP World is a global trade enabler operating across Ports and Terminals, Marine Services, Logistics and Technology. The company employs more than 115,000 people from 160 nationalities across 78 countries on six continents. DP World is transforming and integrating its businesses to create end-to-end supply chain solutions and invests in innovation including intelligent delivery systems and automated warehouse stacking.

Role Purpose

To act as the day-to-day business owner for the CRM platform and related commercial applications within Freight Forwarding Operations Excellence. The role translates the agreed Commercial Application strategy and roadmap into prioritized requirements, configuration, and continuous improvement of customer relationship management capabilities used by sales, marketing, and customer service teams globally. The role ensures CRM and related commercial applications deliver intended business value through prioritization of requirements, process standardization, release and quality assurance, and user training and support, ultimately supporting revenue growth, customer retention, sales productivity, and data-driven commercial decision-making.

Key Responsibilities

Product Ownership & Strategy

• Own the CRM and related commercial applications as day-to-day business owner
• Translate agreed Commercial Application strategy and roadmap into prioritized requirements
• Drive continuous improvement of CRM capabilities
• Ensure CRM delivers intended business value through prioritization of requirements within agreed roadmap

Feature Management & Prioritization

• Manage feature prioritization and requirements
• Gather requirements for CRM and related commercial systems
• Define acceptance criteria for system configuration and changes

Configuration & System Management

• Configure CRM and related commercial systems
• Oversee CRM integration with ERP, quotation tools, and other business systems
• Manage system architecture and integration

Cross-Functional Collaboration & Alignment

• Lead cross-functional stakeholder relationships
• Collaborate with sales, marketing, and customer service teams globally
• Partner with vendors and partners

Sales Process & Automation

• Support optimization of sales processes and automation
• Enable sales productivity improvements

Account & Contact Management

• Oversee account and contact management capabilities

Marketing Automation & Campaign Management

• Manage marketing automation and campaign management functionality

Customer Service & Case Management

• Oversee customer service and case management capabilities

Data Management & Quality

• Establish process standardization
• Manage data quality across the CRM platform

Development Oversight & Quality Assurance

• Lead user acceptance testing (UAT) and release management activities
• Ensure quality assurance across releases
• Oversee development activities

Change Management & User Adoption

• Drive user adoption of CRM and commercial applications
• Lead training development and change management
• Provide user training and support

Vendor & Partner Management

• Manage vendor and partner relationships
• Support vendor oversight activities

Continuous Improvement & Innovation

• Drive innovation in CRM capabilities
• Support continuous improvement initiatives

Qualifications & Experience

Required

• Bachelor's degree in Business Administration, Computer Science, Marketing, Information Systems, or related field
• Experience in CRM management, product management, or sales operations
• Deep experience with Microsoft Dynamics 365 CRM (Sales, Marketing, and/or Customer Service modules)
• Strong understanding of sales processes, methodologies, and commercial operations
• Proven track record managing Commercial Applications and driving user adoption
• Experience gathering requirements, configuring CRM and related commercial systems, and defining acceptance criteria
• Demonstrated ability to manage cross-functional stakeholder relationships
• Experience leading UAT and release management activities
• Background in training development and change management
• Understanding of CRM integration with ERP, quotation tools, and other business systems

Preferred

• Master's degree or MBA
• Microsoft Dynamics 365 certifications (MB-210: Sales, MB-220: Marketing, or similar)
• Professional certifications in Product Management (CSPO, CPM) or Sales Operations
• Technical background with understanding of Power Platform (Power Automate, Power Apps, Power BI)
• Experience with Dynamics 365 implementation projects from planning through go-live
• Knowledge of sales methodologies (SPIN, Challenger, Solution Selling, MEDDIC)
• Experience with marketing automation and campaign management
• International or multi-regional CRM management experience
• Background in Sales, Sales Operations, or Commercial Excellence
• Experience in freight forwarding, logistics, or B2B services industry