Head of Customer Service - BW

Job Purpose

Lead customer service function for the country and provide input to and lead the implementation of functional strategy to provide best in class services to the customers and enhance customer satisfaction in line with country level strategy, business objectives, Group guidelines and policies

Typical Business Titles

Head of Customer Service

Differentiator

• Lead the function or multiple sub-functions on a country level
• Establish and implement strategies that have long-term (5+ years) impact on business results in alignment with global objectives and directly impacting the organization’s business strategy

Key Tasks

• Define the customer service strategy in line with country level strategy, business objectives, guidelines and policies
• Direct and drive operational plans, measures and budgets to achieve defined results
• Lead and control strategic activities and initiatives across the country with significant impact on overall results and/ or high business risk potential
• Provide expert customer service input for key country business decisions and programs
• Steer and monitor cost and effectiveness of initiatives to prioritize spending and resource allocation for the country
• Define country level 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
• Evaluate appropriate technologies for customer service processes and activities to drive and support customer service management
• Introduce and embed best in class customer service management practices and knowledge sharing at the country level
• Liaise with other country level senior executives (particularly in marketing and sales) to ensure integration of customer service strategies and initiatives and alignment with business objectives
• Serve as the final point of escalation for all customer service related matters and issues for the country

Stakeholders

• Negotiate critical agreements/contracts with other departments and 3rd parties
• 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 cooperation and partnership to provide integrated solutions to problems

Management Responsibility

• Ensure appropriate talent selection, organization and leadership for major areas of the organization

Skills

· General Problem Solving: Capacity to identify, assess and resolve problems efficiently and effectively.

· Critical thinking: Skill to evaluate information, identify biases and make informed decisions.

· Data Analysis: Ability to collect, analyze and interpret complex data to inform business decisions.

· Trouble Shooting: Skill to identify and resolve technical issues efficiently and effectively.

· Creative Problem Solving: Ability to think outside the box and develop innovative solution to complex problems.

· Collaborative Problem Solving: Ability to work effectively with others to identify and resolve problems.

· Adaptive Problem Solving: Skill to adapt to changing circumstances and priorities.

· Resilient problem solving: Ability to bounce back from setback and continue to work towards resolving problems.

Additional skills required includes but not limited to

CRM, Operations Management, Quality Control, Budgets, Forecasting, Requirements Analysis, Customer Satisfaction, NPA, Call Centers, Complaints, Sales And Marketing, Account Management, E-Commerce, Persuasion, Adaptability, Effective Listening, DHL Business Knowledge, Business Processes, Business Strategy, Project Management, Stakeholder Management, Influencing, Feedback, Presentation & Storytelling, Facilitation, Negotiation, People Management, Resourcing.  Analytical thinking: ability to analyze complex data, identify patterns and draw meaningful conclusions

Qualifications & Key Requirements

Education Level

Minimum degree

Experience Level

· Minimum of 8 - 10 years of experience in a customer facing roles, with at least 5 years in leadership or management position

· Proven track record of success in leading customer service teams, with a strong focus on delivering exceptional customer experience

· Experience in developing and implementing customer service strategies, processes and metrics that drive business

· Strong understanding of customer service operations, including contact centre management, quality assurance, and workforce planning

· Experience with Customer Relationship Management (CRM) software and other customer service tools and technologies

· Leadership experience in a fast-pace dynamic environment, with the ability to adapt to changing business needs

· Experience in managing and developing high performing teams, with a strong focus on coaching, mentoring and talent development