IT Customer Manager, Digital Products

Description

The IT Customer Manager, Digital Products, will oversee the delivery of digital benefits and contractual requirements for assigned customers within their region. This role is responsible for managing complex projects, coordinating cross-functional teams, and building strong relationships with executive stakeholders. Through strategic planning and execution, you will ensure operational excellence, customer satisfaction, and the successful implementation of Unilode’s global digital network. 

Key Responsibilities:

Manage and Deliver Digital Projects

Drive Results, Business Insight, Quality Delivery, Financial Acumen

• Oversee and execute projects to expand the reader network and implement tag installation programs. 
• Ensure alignment with customer timelines and proactively address potential delays or challenges. 

Build and Maintain Strong Customer Relationships

Customer Focus, Collaborate, Communication

• Host regular digital progress updates with customers and stakeholders, ensuring clear communication and alignment on goals. 
• Foster a strong service-oriented environment that prioritises customer satisfaction and problem resolution. 
• Analyze the data and develop operational and/or process improvement plans.

Lead Cross-Functional Coordination

Inspire, Empower and Prosper, Collaborate, Develop Talent

• Collaborate with internal teams, third-party suppliers, and customers to ensure seamless delivery of digital milestones. 
• Drive the implementation of improved processes, training, and tools to enhance operational efficiency. 

Monitor and Report Performance

Ensure Accountability, Attention to Detail, Courage

• Own and ensure accurate weekly reporting of project status and KPI achievements. 
• Conduct technical audits to verify the successful implementation of business requirements and recommend process improvements.  

Strategic Planning and Problem-Solving

Problem-Solving, Business Insight, Be Eager to Win

• Develop mitigation plans to address challenges and ensure the delivery of key digital objectives. 
• Evaluate trends, anticipate changes, and recommend strategies to align with organisational goals. 
• Partner with the Business Development team to build a customer pipeline.

Our Values in Action:

• Be Humble and Curious: Continuously explore ways to improve processes and digital deployments. 
• Inspire, Empower, and Prosper: Build trust and collaboration with customers and internal teams. 
• Take Ownership and Get Stuff Done: Deliver projects with precision, accountability, and measurable success. 
• Build a Better Future: Drive innovation and excellence in digital product implementation. 

The Small Print:

This role requires occasional travel (approximately 30%) to customer locations and Unilode offices. Flexibility and a proactive mindset are essential to support dynamic projects and organisational priorities. 

Requirements

Skills and Experience Required:

• Relevant experience, preferably with certified project management qualifications (e.g., PMP, PRINCE2). 
• Demonstrated experience managing strategic projects with cross-functional teams in an Agile environment. 
• Exceptional analytical, communication, and stakeholder management skills. 
• Aviation industry experience, particularly in operations, is highly desirable. 
• Understand the business and logistics operation in mainland China will be considered as competitive.