VP Customer Service SSA at DHL

Role Context

• Lead customer service function for the region, provide input and execute implementation of functional strategy both from Global and initiatives at Region level to provide best in class quality for our customers, enhance customer experience, employee engagement and motivation.

Key Responsibilities

• Define the customer service strategy in line with global vision, regional strategy, business objectives, guidelines and policies
• Set strategic direction and drive operational plans, measures and budgets to achieve defined results
• Influence and shape the strategic direction for customer experience across the region to support our network
• Lead, organize and control highly strategic activities and initiatives across the region with significant impact on overall results and/ or very high business risk potential
• Take part in and ensure the smooth consistent daily running of Customer Service across the region including coaching KPI Management, workforce management planning and calibrating quality standards
• Be chief energy officer for the CS Management teams across the region 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 workplace and customer experience
• 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
• Represent the region on the global executive committee and customer services on the African management board.
• Analyse national market, customer information & develop a customer specific customer service strategy which translates into a clear activity plan
• Provide expert customer service input for key regional business decisions and programs
• Steer and monitor cost and effectiveness of initiatives to prioritize spending and resource allocation for the region
• Formulate regional customer service programs, processes and policies to meet business objectives and protect customer relationships and public reputation
• Drive systems, standards, targets and customer feedback mechanisms to monitor customer service performance and ensure that activities are efficient, consistent, reliable and of high quality
• Scan and identify appropriate technologies for customer service processes and activities to drive and support customer service management
• Deliver innovation that influences the way the region is operating and generating revenue
• Monitor the voice of customer and implement solutions to create sustainable solutions
• Benchmark, introduce and embed world class customer service management practices and knowledge sharing at the regional level
• Liaise with other regional senior executives in other functions to ensure integration of customer service strategies and initiatives with other parts of the business and alignment with business objectives
• Manage and lead the voice of customer team to improve the customer experience in the region and improve the measures and key performance indicators
• Explore digital solutions that enhance the customer experience
• Support and give direction to the Regional Key Accounts for the region for country & global customers who have been nominated regionally in terms of complaint and claim management, problem solving and other contractually agreed services communicated by the relevant stakeholders
• Negotiate critical agreements/contracts with other departments and 3rd parties
• Global Executive Customer Services board
• Develop strong, trusting relationships with senior business leaders across DHL and partner organizations
• Influence others across DHL and externally as an internally and externally recognized thought leader representing the Group
• Champion change, collaboration and partnership to provide integrated solutions to problems
• Lead multiple teams of executives, directors/senior managers, and managers
• Ensure appropriate talent selection, organization and leadership for major areas of the organization

Minimum Requirements

Education and experience

• Master's degree preferred
• 10+ years in a similar role
• Previous leadership roles at a strategic level
• Excellent knowledge of driving strategic initiatives
• Proven results in previous role
• Previous experience in the Logistics industry is an advantage