Overview
DHL Express - a company that connects people!
What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world.
Distinguished as No.1 World’s Best Workplace by Great Place to Work and Fortune Magazine
DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal commitment – to our business, to each other, and to our global communities. DHL is dedicated to being a great place to work. Start YOUR career with DHL today…
Role
Senior Director, Head of Digital Customer Management and Development (m/f/d) based in Bonn or Singapore. This role ensures that customers have complete control over their DHL Express relationship, with easy access to support and comprehensive account management to maximize value. It requires enhanced cross-functional collaboration, particularly with the O2C and Customer Service teams, to deliver a seamless customer experience across all touchpoints.
Role Purpose
Role Purpose: Ensure that customers have complete control over their DHL Express relationship, with easy access to support and comprehensive account management to maximize value. This position will require enhanced cross-functional collaboration, particularly with the O2C and Customer Service teams, to deliver a seamless customer experience across all touchpoints.
Responsibilities
* Own the Manage products' strategy, vision, and product backlog.
* Define and align the digital customer experience initiatives with organizational goals.
* Ensure cohesive digital solutions for the Manage Value Stream through cross-functional collaboration with teams within DCS and impacted teams outside DCS.
* Continuous improvement and evolution using data and technology to enhance the digital customer experience.
* Develop Global Solution Support and Global Knowledge Hub capabilities within DCS globally to ensure consistency and increased effectiveness.
Business impact and complexity
* Exercise complete responsibility and decision-making authority over a budget of: €7 mn+.
* Manage a team composed of: Direct Reports: Global team of 2 FTEs; Indirect Reports: 17 FTEs from ITS.
* Owns 5 products (2 EGAP products, 3 non-EGAP products) and DCS Global Solution Support and Global Knowledge Hub programs, which are responsible for €80 mn+ digital revenues.
* Own the product roadmap for all products within this value stream, prioritizing features based on business value and technical feasibility.
* Own KPIs such as Customer Effort Score and Customer Satisfaction for all products in this Value Stream.
Communication
* Act as the final decision-maker for all aspects of the 5 products and DCS Global Solution Support and Global Knowledge Hub programs, managing stakeholder engagement and communication while navigating conflicting interests to align with the product strategy and organizational goals.
* Collaborate with cross-value streams and cross-functional teams within and outside of DCS to ensure alignment and synergy among products and initiatives for a best-in-class digital customer experience.
* Serve as the primary point of contact for senior stakeholders, ensuring clear and consistent communication regarding product strategy, maintenance, and changes: Internal: Express Global CIO, DCS Senior Management Team, Business Functions Leads (Commercial, Finance, Customer Service, Ops, Customs, COG, Products, Pricing, Data Quality), ITS Leads. External: Customers, Partners, Vendors, Industry Experts.
Management responsibilities
* Lead and manage teams, foster a positive work environment, and ensure effective communication across departments; mentor and develop talent.
* Manage budgets, forecast financial performance, and ensure operations stay within financial means, including analyzing financial reports.
* Build and maintain relationships with key stakeholders, including customers, partners, and internal teams, ensuring needs are met or exceeded.
Requirements
* More than 15 years of multi-disciplined IT experience, with at least 5 years in a senior leadership role, including:
* Extensive knowledge and expertise in project/program management, portfolio management, product management methodologies, and tools.
* Experience in a large, sophisticated organization with a high volume/high transaction environment, including physical shipment of goods and digital touchpoints.
* Global experience and proven teaming delivering world-class results.
* Exposure to running a business technology department delivering business, technology, and customer experience strategies aligned to business goals.
* Experience in successful integrations enabled by IT and Digital Customer Experience.
* Advanced university degree in Customer Experience Innovation/Management, Computer Science, Business Information Technology, or equivalent.
* Professional certification in project management; advanced certification in program and/or portfolio management preferred.
DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.
DHL Express Global Head Office Fritz-Erler-Strasse 5 53113 Bonn
Recruitment Team
DHL International GmbH
Fritz-Erler-Strasse 5
53113 Bonn
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