Senior Director Customer Services at DHL

Key responsibilities

• Design, develop and execute customer service initiatives and strategies that will ensure service excellence and best-in-class service is delivered to DHL Customers to support country business imperatives and strategic plans in alignment with DHL’s global/regional strategy.
• Take part in and ensure the smooth consistent daily running of the Customer Service across teams including coaching KPI-management, securing workforce management planning and calibrating quality standards.
• Be Chief Energy Officer for the CS management team and play an active part in engaging our motivated managers and CS international specialists and achieve high levels of engagement and motivation for the benefit of our work place and the customer experience
• Be custodian of our customer experience by collecting Voice of Customer, responding to escalated customer complaints and drive initiatives to enhance our Insanely Customer Centric service offering across functions.
• Coach and liaise with stakeholder on projects, challenges and optimizations within the framework of our DHL Express standards
• Coach and develop the CS management team and support their leadership of their teams
• Analyse national market, customer information & develop a customer specific customer services strategy which is translated into a clear activity plan
• Develops and implements systems, standards, targets, and customer feedback mechanisms to monitor customer service performance and ensures that activities are efficient, consistent, reliable, and in high quality.
• Liaises with Regional Office, Worldwide Network, OPS, IT, CPD, etc. to ensure that customer service strategies and activities are integrated with other parts of the business and aligned with the overall subsidiary/global line of business objectives to maintain our competitive edge.
• Oversees the customer service budget on the country level

Minimum Requirements

Education & experience

• University bachelor degree in a business discipline or relevant education
• Post-graduate qualification in Management
• Minimum 8-10 years’ experience within contact centre environment, accompanied with a wide experience at senior level preferably in Logistics/Courier sector or service-oriented business.
• Minimum 5 years leadership experience within the contact centre environment/context
• Managed and implemented large projects of a complex nature
• Ability to travel nationally and internationally
• Able to facilitate training