Global Senior Manager - Commercial Applications Business Owner - Freight Forwarding

Role Overview

Global Senior Manager - Commercial Applications Business Owner, Freight Forwarding at DP World. This role leads the Commercial Applications function for the global freight forwarding organization.

Company Overview

DP World is a global supply chain solutions provider with more than 115,000 employees from 160 nationalities across 78 countries on six continents. The company operates through four integrated businesses: Ports and Terminals, Marine Services, Logistics, and Technology. DP World is committed to making the world's trade flow better through seamless supply chain solutions, innovation, and a culture of inclusion and diversity.

Role Purpose

To serve as the primary business owner and product strategist for Commercial Applications, driving the vision, configuration, and continuous optimization of customer relationship management capabilities used by sales, marketing, and customer service teams globally. This role ensures Commercial Applications deliver maximum business value through strategic feature prioritization, process alignment, development oversight, and comprehensive user enablement, ultimately supporting revenue growth, customer retention, sales productivity, and data-driven commercial decision-making across the freight forwarding organization.

Key Responsibilities

Product Ownership & Strategy

• Own the Commercial Applications product vision and strategic direction.
• Drive strategic feature prioritization aligned with business objectives.
• Serve as the primary business strategist for CRM and related applications.

Feature Management & Prioritization

• Manage feature backlogs and prioritize enhancements based on business impact and user needs.

Requirements & Configuration

• Gather requirements from stakeholders across sales, marketing, and customer service.
• Configure CRM systems to align with business processes and operational requirements.
• Define acceptance criteria for system enhancements and releases.

Sales Process & Automation

• Establish and optimize sales processes within the CRM system.
• Implement sales automation capabilities to enhance productivity.

Account & Contact Management

• Design and oversee account and contact management processes.

Marketing Automation & Campaign Management

• Manage marketing automation and campaign management capabilities within the platform.

Customer Service & Case Management

• Oversee customer service and case management functionality.

Data Management & Quality

• Establish data governance and quality standards across Commercial Applications.

System Integration & Architecture

• Ensure CRM integration with ERP, quotation tools, and other business systems.
• Partner on system architecture and integration strategy.

Development Oversight & Quality Assurance

• Oversee development activities and ensure quality standards are met.
• Lead user acceptance testing (UAT) and release management activities.

Change Management & User Adoption

• Drive comprehensive user enablement and adoption across the global organization.
• Manage change initiatives to maximize system utilization and business value realization.

Vendor & Partner Management

• Manage relationships with vendors and implementation partners.

Cross-Functional Collaboration & Alignment

• Demonstrate ability to manage cross-functional stakeholder relationships.
• Facilitate alignment between sales, marketing, customer service, and technical teams.

Continuous Improvement & Innovation

• Drive continuous optimization and innovation in Commercial Applications capabilities.

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 CRM and other Commercial Applications and driving user adoption.
• Experience gathering requirements, configuring CRM 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.
• Experience in freight forwarding, logistics, or B2B services industry.
• 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).
• International or multi-regional CRM management experience.
• Background in Sales, Sales Operations, or Commercial Excellence.

Skills & Competencies

• Product strategy and vision development.
• CRM system configuration and optimization.
• Sales process design and automation.
• Cross-functional stakeholder management.
• User adoption and change management.
• Training development and delivery.
• Data governance and quality management.
• System integration and architecture understanding.
• Microsoft Dynamics 365 expertise (Sales, Marketing, Customer Service modules).
• Power Platform tools (Power Automate, Power Apps, Power BI).
• Sales methodologies and commercial operations knowledge.
• Project management and release coordination.