2025-08-12
DHL (https://group.dhl.com/en.html)
Other
/yr
full-time
employee
Bonn
53113
Germany
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Distinguished as No.1 World’s Best Workplace™ by Great Place to Work and Fortune MagazineDHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal commitment – to our business, to each other, and to our global communities. DHL is dedicated to being a great place to work. Start YOUR career with DHL today…
Role Purpose
Ensure that customers have complete control over their DHL Express relationship, with easy access to support and comprehensive account management to maximize value. This position will require enhanced cross-functional collaboration, particularly with the O2C and Customer Service teams, to deliver a seamless customer experience across all touchpoints.
We're looking for a Head of Manage based in Bonn or Singapore.
General Key Tasks
•Own the Manage products' strategy, vision, and product backlog.
•Define and align the digital customer experience initiatives with organizational goals.
•Ensure cohesive digital solutions for the Manage Value Stream through cross-functional collaboration with teams within DCS and impacted teams outside DCS.
•Continuous improvement and evolution using data and technology to enhance the digital customer experience
•Develop Global Solution Support and Global Knowledge Hub capabilities within DCS globally to ensure consistency and increased effectiveness.
Key Tasks Related to the Role's Business Impact and Complexity
•Exercise complete responsibility and decision-making authority over a budget of ~€7 mn+.
•Manage a team composed of:
- Direct Reports: Global team of ~2 FTEs
- Indirect Reports: ~17 FTEs from ITS
•Owns ~5 products (2 EGAP products, 3 non-EGAP products) and DCS Global Solution Support and Global Knowledge Hub programs, which are responsible for ~€80 mn+ digital revenues:
- 5 medium-complexity products
•Own the product roadmap for all products within this value stream, collaborating frequently with stakeholders to prioritize features based on business value and technical feasibility.
•Own KPIs such as Customer Effort Score and Customer Satisfaction for all the products in this Value Stream.
Key Tasks Related to the Level and Frame of Communication
•Act as the final decision-maker for all aspects of the ~5 products and DCS Global Solution Support and Global Knowledge Hub programs, effectively managing stakeholder engagement and communication while navigating conflicting interests to ensure alignment with the product strategy and organizational goals.
•Engage in extensive collaboration with cross-value streams and cross-functional teams within and outside of DCS, fostering strong relationships to ensure alignment and synergy among products and initiatives in achieving a best-in-class digital customer experience.
•Serve as the primary point of contact for senior stakeholders, ensuring clear and consistent communication regarding product strategy, maintenance, and changes:
- Main Internal Stakeholders: Express Global CIO, DCS Senior Management Team, Business Functions Leads (Commercial, Finance, Customer Service, Ops, Customs, COG, Products, Pricing, Data Quality), ITS Leads.
- Main External Stakeholders: Customers, Partners, Vendors, Industry Experts
Management Responsibility
•Lead and manage teams, foster a positive work environment, and ensure effective communication across departments. This includes mentoring and developing talent within the organization.
•Manage budgets, forecast financial performance, and ensure that the department or division operates within its financial means. This includes analyzing financial reports and making data-driven decisions.
•Build and maintain relationships with key stakeholders, including customers, partners, and internal teams. This involves understanding their needs and ensuring that the organization meets or exceeds expectations.
•More than 15 years of multi-disciplined IT experience, with at least 5 years in a senior leadership role, including:
- Extensive knowledge and expertise in project/program management, portfolio management, product management methodologies, and tools.
- Experience in a large, sophisticated organization with a high volume/high transaction environment, including the physical shipment of goods and digital touchpoints.
- Global experience and teaming that has delivered world-class results.
- Exposure to running a business technology department delivering business, technology, and customer experience strategies that are tied to business goals.
- Experience in successful integrations enabled by IT and Digital Customer Experience.
•Advanced university degree in Customer Experience Innovation/Management, Computer Science, Business Information Technology, or equivalent experience and education.
•Professional certification in project management.
•Advanced certification in program and/or portfolio management preferred.
| DHL International GmbH Fritz-Erler-Strasse 5 53113 Bonn |
