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