Commercial Excellence CRM Manager

About DP World

Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world's trade flow better, changing what's possible for the customers and communities we serve globally.

With a dedicated, diverse and professional team of more than 115,000 employees from 160 nationalities, spanning 78 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that's fit for the future.

We're rapidly transforming and integrating our businesses -- Ports and Terminals, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades.

What's more, we're reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we're at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimizing disruptions from the factory floor to the customer's door.

DP World is on a mission to transcend boundaries and bridge the gap between all nations and cultures – not just in what we do but also in how we behave.

We are dedicated to creating a culture where everyone feels respected, supported, and empowered to reach their full potential. We believe that embracing inclusion and diversity, drives innovation and growth and helps us connect people, businesses, and societies. Free minds and different perspectives are changing our world, and together we can change what's possible.

WE MAKE TRADE FLOW TO CHANGE WHAT'S POSSIBLE FOR EVERYONE.

Purpose:

Own the integrity, adoption, and performance value of MS Dynamics OneView CRM as the central source of truth for commercial activity. Ensure accurate linkage between Projects and Opportunities, drive disciplined CRM usage, and embed Commercial Excellence standards across the organization. Lead vertical target-setting, pipeline management, revenue and churn forecasting, and country-level performance tracking to provide reliable insights for divisional and Group CPR reporting. Enable DP World to use trusted pipeline data to forecast future business, improve decision-making, and drive sustainable commercial growth.

Responsibilities and Duties:

1. MS Dynamics (OneView CRM):

• Act as the country custodian of CRM standards: consistent definitions, terminology, and global minimum business rules across the five OneView pillars
• Lead Creation, Lead Receipt, Company Management, Opportunity Management, and Interactions.
• Monitor and enforce CRM logging as a non-negotiable sales minimum standard.
• Run recurring data-quality audits (completeness, duplicate records, stale opportunities, missing interactions)
• Drive corrective action with sales reps and managers.
• Train new and existing sales users so everyone works in Dynamics the same way; owning onboarding new joiners into CRM.
• Serve as the local escalation point for Dynamics issues, upgrades, and Group/global CRM initiatives.

2. Project & Opportunity Management

• Ensure every Opportunity tied to a Project is entered and correctly linked to that Project in Dynamics, no orphaned opportunities.
• Reconcile Project records against linked Opportunities on a regular cadence; flag and close gaps.
• Partner with Solution Design and the commercial team so new projects are set up correctly in CRM from the point of origination.

3. Commercial Excellence: Targets, Forecasting & Reporting

• Coordinate the annual/quarterly goal-setting process inside Dynamics, ensuring outputs are usable for both divisional and Group reporting.
• Define and maintain vertical targets in the system.
• Build and maintain country-level commercial performance tracking (dashboards/scorecards) as the basis for performance conversations.
• Improve the accuracy of financial targets and actuals for pipeline, revenue, and churn.
• Reduce manual workload in data gathering by automating recurring reports out of Dynamics rather than manual pulls.
• Continuously validate pipeline numbers for reliability, since country pipeline feeds directly into DP World's global forecasting and market reporting, and challenge sales owners on stale, inflated, or unqualified opportunities.
• Define and communicate what good looks like for every CRM user role, so everyone understands their part in pipeline reliability.

4. Stakeholder Management & Reporting

• Present CRM data-quality and pipeline-reliability status in relevant management meetings.
• Act as the country's point of contact for Group reporting cycles.
• Support the Head of Solution Design and CCO with ad hoc commercial analysis and reporting requests.

Key Requirements:

Qualification and Certificates:

• Bachelor's degree in business, Supply Chain, Logistics, or related field.

Experience and Knowledge:

• 10+ years of experience in MS Dynamics CRM (admin/super-user level) or a comparable CRM platform, ideally in logistics/freight forwarding or B2B sales environment.
• The integrated strategic knowledge of the industry
• Project coordination experience is a plus, given the Project–Opportunity linkage responsibility

Skills and Abilities:

• Excellent to fluent in English Language
• Strong Excel/Power BI or equivalent reporting skills.
• Comfortable challenging sales stakeholders on data quality: needs backbone, not just an admin mindset.
• Strategic thinking and commercial acumen
• Strong leadership and team management
• Market and competitive analysis
• Communication and executive presentation skills.