Senior Program Manager- Voice of Customer & First Choice (f/m/d)
Build your Career. Make an Impact.
We are DHL Freight – a group of 13,000 road cargo experts and Certified Freight Specialists operating in more than 40 countries, who are proud to provide their customers with the best overland freight transport solutions. We are always looking ahead to the next commercial opportunity, anticipating the next global trend. Because at DHL Freight, we're not simply about freight forwarding. We're about forward-thinking ways to connect people – and improve their lives.
We’re looking for a passionate and driven Senior Program Manager Voice of Customer & First Choice (f/m/d) to join our Strategy team at our Global Head Office in Bonn. If you thrive in an international environment, enjoy influencing strategy through data-driven insights, and want to make a measurable impact on customer satisfaction across Europe, this role is for you.
Your key responsibilities in this role:
* Lead and continuously improve DHL Freight’s global Voice of Customer (VoC) programs (NPA & CSS).
* Support the implementation of DHL Freight’s First Choice (Continious Improvement) roadmap by driving the usage of VoC results for improvement activities.
* Define VoC standards, monitor country compliance, and initiate corrective actions when needed.
* Design, steer, and deliver global market research studies in collaboration with central functions and countries.
* Support with ad ‑hoc market research and develop new survey concepts for additional target groups.
* Manage project plans for smooth VoC program execution.
* Coordinate with country market researchers and manage external research agencies.
* Train countries in usage of VoC results and respective platforms.
* Communicate insights and performance updates to global stakeholders.
* Ensure alignment with First Choice, VoC tools, and other key Freight functions
Your profile:
* University degree in Business Administration, Economics, Logistics, or similar
* At least 4 years of project management experience in Market Research/Voice of customer Research and international, cross ‑functional settings
* Knowledge of continuous improvement methodologies such as Lean, Kaizen, Operational Excellence, or Six Sigma
* Proficient in PowerPoint, Excel, and SharePoint
* Excellent communication, presentation and stakeholder management abilities
* Strong analytical skills and ability to translate insights into clear narratives
* Fluent in German and English; additional languages are a plus
Why join DHL Freight?
DHL Freight is globally recognized as a TOP EMPLOYER® and Great Place to Work across Europe.
We reward excellent work, and we nurture the talents of our employees. This enables you as an employee to develop your expertise and your career in different areas or divisions – and even in other countries. We are committed to creating a workplace that ensures mutual respect and is focused on results. We hire talented people from all backgrounds – irrespective of gender, disability, nationality, ethnicity, social background, religion and beliefs, age or sexual orientation and identity. Diversity enriches our workplace, drives our success, and helps us deliver excellence.
Additionally, this is what you can expect:
* Comprehensive Benefits Package: We offer a comprehensive benefits package that includes health insurance, retirement plans, 30 days paid vacation, generous corporate discount programs and other employee wellbeing programs.
* Global Exposure: Joining DHL Freight means being part of a truly global organization, providing you with the opportunity to work with diverse teams and gain exposure to international markets and practices.
* Work-Life Balance: We understand the importance of maintaining a healthy work-life balance, and we strive to provide a flexible work environment including mobile-work opportunities that supports your personal and professional commitments.
* Continuous Learning and Development: We invest in our employees’ growth by offering training programs, workshops, and online resources to enhance your skills and knowledge.
Your contact:
Nisha Pillay will be happy to answer your questions at nisha.pillay@dhl.com .
Are you ready to start heading in a new direction, professionally and personally? Perfect!
Apply now and join us in driving customer excellence and continuous improvement across the DHL Freight network.
YOUR FUTURE, DELIVERED.
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