Director, Design & Implementation, Global Customs (M/F/D)

Job Req Number: 113414
Time Type: Full Time

Role purpose

We are looking for a senior, highly experienced leader to build and lead the Global Customs Design & Implementation function. This role owns the global methodology, governance framework, and execution quality for all customer implementations across Global Customs. The Director acts as the strategic owner of end-to-end solution design and implementation delivery, ensuring that customer requirements from RFI/RFQ through go-live are translated into clear, executable, and scalable solutions. The Director also directly leads implementations for high-visibility, high-complexity global customers, serving as the senior point of accountability. In addition to handling strategic implementations, the Director will lead a team of E2E Implementation Managers, provide senior stakeholder alignment, and drive continuous improvement of the global implementation approach. The ideal candidate combines strong leadership, deep operational/technical understanding, and the ability to influence at senior levels across the organization.

Key responsibilities

Leadership & Governance

• Lead, mentor, and develop a team of E2E Implementation Managers.
• Build and own the global Design & Implementation methodology, standards, and best practices.
• Define governance structure for implementation delivery, project controls, documentation, and stakeholder management.
• Establish quality assurance mechanisms across all projects to ensure global consistency.
• Drive alignment between Global Customs, regions, IT, product, BI, legal, and commercial teams.
• Manage workload distribution, prioritization, and capacity planning for the team.
• Represent the function in senior management forums and provide strategic guidance.

Strategic Solution Design

• Lead solution design for high-complexity, global customers and strategic pursuits.
• Review and approve solution blueprints created by team members.
• Ensure solution consistency, technical feasibility, cost alignment, and operational viability.
• Support commercial teams with solution strategy, scope definition, and customer presentations.
• Validate that all proposed solutions reflect global standards and realistic delivery capability.
• Identify structural service gaps and feed them into the global gap management process.

Execution of High-Complexity Implementations

• Personally lead high-visibility and large-scale customer implementations.
• Act as senior single point of contact for strategic customers.
• Manage executive-level customer communication, steering committees, and escalations.
• Oversee cross-regional mobilization, ensuring smooth execution across multiple countries and functions.
• Drive resolution of complex technical, operational, or compliance challenges.
• Ensure delivery is aligned with customer commitments and contract scope.

Go-Live & Hypercare Performance

• Provide leadership support during go-live for high-complexity implementations.
• Ensure that all customer-facing activities during early life are coordinated and professionally managed.
• Drive rapid issue resolution, escalating cross-functional support where needed.
• Validate that all contracted performance, reporting, and service requirements are functional and stable.
• Ensure a clean, documented, and verified transition into steady-state operations.

Internal Collaboration & Continuous Improvement

• Act as the senior link between Global Customs Commercial, Global IT, Regional Ops, and Product teams.
• Identify patterns, root causes, and systemic issues across implementations.
• Drive continuous improvement initiatives to strengthen global delivery capability.
• Maintain and enhance standard templates (project plans, SOPs, reporting structures, UAT scripts, etc.).
• Provide feedback into solution design guidelines and tender processes.
• Support capability development and training for internal teams.

Preferred experience

• 10+ years of experience in customs, logistics, supply chain, or similar operational environments.
• Proven leadership experience managing high-performing teams in multinational settings.
• Demonstrated success delivering large-scale, complex customer implementations.
• Strong understanding of data, reporting, system integrations, and control tower concepts.
• Experience driving governance, project controls, and scalable methodologies.
• Strong senior stakeholder management and customer-facing capabilities.
• Ability to navigate ambiguity and bring structure to evolving or undefined environments.
• Familiarity with commercial processes (RFI/RFQ solutioning) is a plus.

What we offer

• Employment based on an employment contract, along with a comprehensive benefits package
• Training and development programs, as well as access to an e-learning platform
• Onboarding program with the support of a dedicated Buddy
• Participation in an annual, company-wide integration event
• A work environment based on Scandinavian organizational culture
• Opportunities for growth through our internal program

Benefits

• Sharing the costs of sports activities
• Private medical care
• Sharing the costs of foreign language classes
• Sharing the costs of professional training & courses
• Life insurance
• Integration events
• Corporate gym
• Corporate sports team
• Coffee / tea
• Parking space for employees
• Extra social benefits
• Holiday funds
• Christmas gifts
• Employee referral program
• Charity initiatives
• Bicycle parking
• Modern and ergonomic office
• Yoga in the office