Customer Experience Director

Customer Experience Director (US-O)

Would you like to join the Logistics Company for the World? DHL Supply Chain is just that.

Become an essential part of everyday life, by contributing to an organization that is Connecting People and Improving Lives. If you have a passion for people, a desire to problem-solve, and eagerness to pursue continuous improvement opportunities… we look forward to exploring career possibilities with you!

Job Description

DHL supports many programs designed to increase Customer Centricity. This position is responsible for leading 2 of these programs – Customer Experience Management (CXM) and Customer BASICS. The role also supports other programs under the Customer Centricity umbrella, such as Customer4Life, Customer Club, and other events and workshops.

• Customer Experience Management (CXM) – A 3-times-per-year customer satisfaction survey based on Net Promoter Score (NPS) approach focused on listening and acting on the Voice of the Customer (VOC).
• Customer BASICS – A global Account Management program designed to align internal teams, provide better account planning, and ultimately improve renewal rates and grow business.
• Customer4Life (C4L) – A program designed to improve the overall customer experience and ensure our customers strategy is understood and Joint Business Plans (JBPs) are developed with our customers to enable them to achieve their goals.
• Customer Club (CC) – An annual event designed to bring existing customers senior executives together for1.5 days of networking, best practice sharing and innovation/trend discussion.

This position offers consultative support to the Sectors and Products in the form of strategic VOC analysis, account planning support, growth strategy, value propositions, and general facilitation as requested by the business. The Director is the regional expert in Customer Centricity and advises the NA Board on practices, processes, and progress.

Responsibilities

• Serves as the regional expert on Customer Centricity and advises the NA Board on practices, processes, and progress.
• Builds and maintains strong relationships with the BD and Ops communities, and other key decision makers.
• Facilitates knowledge/best practice sharing within the BD and Ops communities, providing guidance, and coaching to account teams to create a customer loyalty mindset.
• Proactively provides strategic guidance for ways to further increase renewal and sales performance.
• Identifies external best practices for Voice of the Customer programs, and for Account Management to provide outside-in perspective.
• Engages with global Customer Centricity community to share best practices and idea collaboration.
• Serves as lead for CXM and Customer BASICS for North America; provides strategic leadership to regional and global teams.
• Liase with Director of Enablement to increase product and customer facing training for operations.
• Ensures Customer BASICS account plans are current, relevant, and actively reviewed.
• Continues to drive focus on surveying customers at all levels of their organization including decision makers.
• Supports the Customer Centricity portion of Supervisory Academy.
• Supports C4L activity and other various workshops and/or customer events as relevant.

Required Education and Experience

• Undergraduate degree (advanced degree preferred).
• 10+ years industry experience.
• Passion for seeking & understanding the voice of customer.
• Credible at all levels of the DHL organization and our customer’s organizations.
• Extensive experience in supply chain management.
• Proven account management success.
• Cultural agility across complex landscape.
• Strategic agility and knowledge of two or more vertical sectors and a broad knowledge of other sectors and their requirements.

Our Organization has a business casual environment and focuses on teamwork, associate development, training, and continuous improvement. We offer competitive wages, excellent affordable insurance benefits (including health, dental, vision and life), 401K plan, paid vacation and holidays.

Our Organization is an equal opportunity employer.