Jobs 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

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Role Context

• Shape, drive and manage the sales function and define the sub-regional strategy to deliver business growth and profitability, customer retention, improve competitive positioning and optimize resource utilization in line with business strategy, financial objectives, Group guidelines and policies.

Key Responsibilities

• Define the sub-regional sales strategy to cascade and monitor delivery of sales objectives in line with business strategy, financial objectives, Group guidelines and policies
• Lead, oversee and control highly strategic activities and initiatives with significant impact on overall results and very high business risk potential
• Communicate market leadership position and vision/strategy aspiration to customers and internal stakeholders
• Drive market acquisition and retention strategies in order to maximize sales growth in the sub-region and optimize profits
• Drive customer retention, business growth and profitability by supporting customer strategies, contract negotiations and supply chain management strategy
• Approve pricing, product mix, and brand portfolio policies for the function in sub-region
• Define improvement areas based on pipeline reporting in collaboration with sales effectiveness
• Analyze the value of key technologies and industry development and identify change needs for function in the sub-region
• Establish appropriate processes and infrastructure to support growth, sales performance and optimize resource utilization
• Support key customers and drive collaboration and cross selling activities in the sub-region
• Steer systems for monitoring competitive activity and dissemination of information and best practices to relevant parties
• Establish appropriate processes and infrastructure to support growth, sales performance and optimize resource utilization
• Formulate and roll out mechanisms to ensure sales performance management reporting and direct and approve major sales strategy and development projects
• Analyze complex issues extensively and conceptualize improvements/ changes in sales methods and techniques
• Deliver innovation that directly influence the way the function is operating and making money in the sub-region
• Reach agreement with external parties to accept complete proposals and programs where there is little interest in cooperating or participating
• Negotiate and authorize critical agreements/ contracts, changing terms and conditions significantly where required
• Lead, direct, coach and develop performance of the sub-regional sales team
• Develop strong trusting relationships with business leaders across DPDHL
• Cooperate with and coordinate 3rd parties e.g. external service providers
• Advise customers and key stakeholders on processessystems and tools

Minimum Requirements

Education & experience

• University degree in a business discipline.
• 3-5 years managerial experience in a selling environment managing Sales Executives & other field-based resources.
• 6-8 years of sales experience