Performance & First Choice Tools Manager, CS MENA - Military veterans preferred

YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.

Would you like to become part of the world's most international company in the world?

A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.

Join our team and discover how an international network that's focused on service, quality and sustainability, is able to connect people and improve lives through the power of global trade. And not just for our customers, but for every member of our team too. To learn more about our culture, motivated people and our purpose, please visitwww.dpdhl.jobs/express

Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and become a Certified International Specialist!

Overall Role Purpose

The MENA Customer Service Performance & First Choice Tools Manager will report to the MENA CS Performance Senior Manager. This role focuses on executing customer service performance initiatives and enhancing the effectiveness of Voice Customer analysis across the MENA region. The position is vital in ensuring operational excellence and driving continuous improvement in customer service delivery as well as First Choice.

Your Tasks:

• Assist in the implementation and monitoring of key performance indicators (KPIs) for customer service across the MENA region.

• Analyze performance data and provide actionable insights to regional and country teams to enhance service quality and customer experience.

• Develop and maintain dashboards and reporting tools to provide real-time insights into customer service performance for stakeholders.

• Implement corrective actions and improvement plans based on performance analysis, ensuring that teams are equipped to meet and exceed customer expectations.

• Support the identification of best practices and areas for improvement within customer service operations.

• Coordinate the deployment and utilization of First Choice tools and system “Voice”, ensuring alignment with regional objectives and business needs.

• Monitor the effectiveness of tools and processes, gathering feedback to recommend enhancements.

• Analyze customer feedback through surveys, reviews, and other channels to identify trends and areas for improvement.

• Utilize data analysis to assess customer satisfaction levels and pinpoint specific pain points in the customer journey.

• Collaborate with customer service teams to develop and implement strategies that address customer feedback, enhancing overall customer experience.

• Present structured analysis of customer requirements and propose solution/ program which aims to meet the needs of the customer.

• Analyze business processes, identify alternative solutions, assess feasibility and recommends new/ alternate approaches.

• Support the planning and execution of customer service and first choice projects and initiatives, ensuring they are delivered on time and within budget.

• Collaborate with cross-functional teams to facilitate project implementation and ensure alignment with overall business goals.

• Identify project risks and assist in implementing mitigation strategies.

• Foster a culture of continuous improvement by encouraging teams to challenge the status quo and share innovative ideas.

• Conduct regular audits and reviews of customer service processes to identify improvement opportunities and share best practices.

• Act as a liaison between regional customer service teams and CS/ First Choice Teams in MENA Countries, ensuring effective communication and collaboration on performance initiatives.

• Engage with internal stakeholders to gather requirements and feedback for continuous improvement of tools and processes.

Your Profile:

• +7 years of experience in customer service Management and continuous improvement fields, demonstrating a strong background in enhancing operational performance and customer satisfaction.

• Proficiency in data visualization tools (Power Automate, Power Apps, PowerBI..etc).

• Advanced data analysis skills.

• Ability to translate complex data sets into visually appealing and informative visualizations.

• Excellent communication skills to effectively present data visualizations and insights.

• English (Proficiency)

• Arabic (Proficiency is a plus)

• Results-Driven Relationship Building: Cultivates strong relationships with key stakeholders, influences conflict resolution, and maintains a focus on achieving outcomes.

• Effective Communication and Objective Setting: Delivers clear verbal and written communication, facilitates discussions, and establishes challenging yet achievable goals for the team.

• Resource Alignment and Progress Monitoring: Aligns resources and organizational efforts to meet objectives while regularly reviewing and adjusting progress as needed.

• Continuous Improvement and Innovation Advocacy: Champions a culture of continuous improvement and innovation, inspiring teams through empowerment, accountability, and recognition.

• Subject Matter Expertise and Best Practices Leadership: Acts as a thought leader in customer service processes, developing high-quality services and solutions while reinforcing best practices across the function.

Our Offer:

• Strong career support in an international environment.

• Great culture and colleagues.

• Multifarious benefit programm.

Do you see a personal challenge in these versatile and responsible tasks? Then apply now!

We look forward to receiving your application!