Purpose of the role
We are seeking a dynamic and analytical Project Manager to lead the successful rollout and evolution
of SCL Connect—our digital customer portal designed to transform logistics and freight management.
This individual will be responsible for aligning technology delivery with our commercial vision, driving
customer experience excellence, and managing a young, high-potential team of management
trainees and analysts. This is a strategic and cross-functional role that requires strong leadership, a
deep understanding of customer-facing processes in logistics, and a hands-on approach to product
delivery.
Key Responsibilities and Tasks
1. Program Leadership & Execution
- Lead the implementation and enhancement of SCL Connect, from inquiry punching to
delivery tracking, invoicing, and payment modules. - Ensure timely delivery of key product milestones:
- Reduce average customer support resolution time by 30%
- Achieve 100% product functionality in line with the rollout plan.
- Drive a 20% increase in enquiry-to-conversion rate.
2. Customer Experience Analytics & Optimization
- Work closely with internal stakeholders to map the current customer journey and identify
friction points. - Use data and feedback to design and implement improvements in service delivery and
communication. - Build a quarterly plan to enhance CSAT (target: 85–90%) and NPS across key accounts.
3. People & Process Management
- Manage and mentor a team of young MBAs and management trainees to drive execution,
task follow-ups, and customer engagement insights - Set and track performance KPIs, conduct weekly reviews, and ensure accountability across
deliverables.
4. Stakeholder Communication & Reporting
- Act as the central point of communication between the tech team, operations, and
leadership. - Prepare executive-level reports to track progress against OKRs (Objectives & Key Results).
- Present data-driven recommendations to the director and othersenior leadership.
Educational Qualifications and experience
Minimum: Bachelor’s Degree, MBA or Master’s Degree in Supply chain management or Logistics,
Operations.
Experience: 3–6 years of experience in program/project management, digital transformation, or
customer experience roles—preferably in logistics, SaaS, or freight forwarding.
- Demonstrated ability to lead cross-functional teams and manage multiple high-impact projects.
- Experience working with early-stage tech platforms or leading portal development projects is a plus.
Certification: Proficiency in Ms Office, data dashboards, and CRM systems.
Job Description
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