Join us on our journey to transform the freight customer experience at DFDS.

Are you structured, analytically strong, and motivated by diving into complex challenges? Do you excel at translating business needs into actionable solutions, while engaging and collaborating with diverse stakeholders? If so, you may be the next Project Manager in DFDS Global Customer Service, Ferry Commercial.

Be part of the movement – and play your part

About the role

In this role, you will drive key initiatives within the transformation of the freight customer journey across the DFDS Group. Our ambition is clear: By 2030, we want to offer a seamless, digital, and standardised customer experience across all freight touchpoints.

Today, much of the freight customer journey is handled manually — making it difficult for customers to self-serve and for Customer Service to deliver quick, uniform, and data‑driven support. As DFDS grows, so does the need for simplicity, transparency, and high‑quality digital experiences.

To achieve this, our Customer Service transformation is built on three strategic pillars:

1. Self-Service: Building a one-stop-shop (self-service), with customers being able to book and track a unit along the whole journey and across transport modalities.

2. Contact Center Platform: The foundation for a more simple and standardised setup for all customer interactions (e-mail, phone etc.). It employs digital solutions and knowledge to further enhance customer service, for both customers and customer service. 

3. Control Tower: The purpose is to build a new modern booking platform to allow Customer Service to manage and track a unit across the DFDS network seamlessly, with a single DFDS login and a single booking ID.

You will lead projects within all three pillars, according to priorities, helping to build a unified digital customer experience — where customers can book and track their units and gain full shipment insights independently, and where DFDS Freight customer service has full transparency over bookings and seamlessly can service our customers.

You will be part of a small, dedicated team central to executing the DFDS Group Strategy “Moving Together Towards 2030”, where standardisation, optimisation, and digitalisation are core pillars. You will report to the Ferry Customer Service Transformation Manager and join a project team responsible for digitalising the customer journey in Freight Customer Service.

The role is preferably based at the DFDS Headquarters in Copenhagen, though other DFDS locations may be considered. Some travel may be expected (max. 5-8 days a year).

Key responsibilities

As our new Project Manager, you will lead and drive projects within all three pillars, ensuring milestones are delivered on time in close collaboration with Customer Service teams and Technology & Innovation (T&I). Additionally, you will:

• Align cross-functional execution to ensure initiatives fit seamlessly into the wider freight customer journey.

• Identify and translate business requirements together with key business stakeholders.

• Standardise customer service processes, including SOPs and flowcharts, enabling T&I to develop scalable digital capabilities.

• Support definition of targets and new functionality aligned with the Digital Customer Journey roadmap.

• Track adoption and performance of new digital features to ensure measurable business impact.

• Collaborate closely with T&I Product Owners to maintain alignment between technical development and business needs.

• Conduct business cases, end-to-end process explorations, and ad-hoc analyses.

• Prepare and deliver presentations and decision materials for SteerCos, change networks, and stakeholders. 

About you

We believe the strongest teams are built on diversity and inclusivity. Contrasting opinions, varied skills and strong characters bring out the best in us all. With this in mind, we imagine that you bring:  

• Strong business acumen and relevant experience, preferably from B2B logistics, shipping, or customer service.

• A degree in business, economics, shipping, technology or similar (not required, but advantageous).

• Project management experience with the ability to structure, scope, and drive initiatives proactively.

• Excellent stakeholder management and communication skills.

• A structured, analytical, and curious mindset with a passion for deep‑diving into complex matters and the ability to identify and address touchpoints and dependencies across initiatives.

• Experience with data analytics tools such as Power BI, Excel, and automation tools.

• A hands-on, “go‑do” mindset with willingness to engage directly with local teams.

• Strong proficiency in Excel, PowerPoint, and process mapping tools (or ability to learn quickly).

Working at DFDS

While you’re with us, we want you to develop both professionally and personally. At DFDS, we believe that development happens first and foremost through activities in the workplace. You will have the opportunity to challenge yourself, grow your skills, and help shape the future of customer service and digital transformation in the ferry industry.

We promote a great workplace with a diverse and vibrant community and a healthy work/life balance. At our Copenhagen headquarters, we enjoy a modern workspace with award-winning facilities, different work zones, own game room, fitness facilities, canteen and a café with a rooftop terrace with a beautiful ocean view, all just 5 minutes from the nearest train & metro station.

Are we a match? Then apply now

If you think your personality, skills, experience, and desire match this role, we’d love to hear from you. Please submit your CV in English as soon as possible as we will meet with candidates on an ongoing basis.

For questions, contact Liv Bjerre, Ferry Customer Service Transformation Manager, at libje@dfds.com.

We look forward to hearing from you.