Vp Global Ofr Customer Operations
vor 5 Monaten
**DHL Global Forwarding (DGF)** is the world leader in air freight services and one of the leading providers of ocean freight services. Around 30,000 employees work to ensure we transport our customers of shipments by air or sea. DGF's logistics solutions span the entire supply chain, from the factory to the shop floor. This also includes special transport-related services.
As the experts in freight forwarding, we deliver 100% assurance to our customers via a mindset that’s always looking ahead to the next commercial opportunity, predicting the next potential issue, anticipating the next global trend.
Because at DHL Global Forwarding, Freight, we’re not simply about freight forwarding. We’re about forward-thinking ways to connect people - and improve their lives.
**Job purpose**
Oversee and coordinate various aspects of customer operations within ocean freight: global operational key account managers / control towers structure, customer implementation processes, customer-facing solutions such as MyDHLi and customer reporting, solutions consulting with the objective to drive customer satisfaction, operational excellence, and customer profitability in alignment with OFR Global Target Operating model and overall business strategy and requirements, corporate guidelines and policies.
**Principal accountabilities**
- Global Strategic Agenda: Establish a global strategic agenda for customer operations in ocean freight. This involves setting long-term goals and objectives that align with the overall business strategy and drive customer-centricity.
- Coordination of Operational Key Account Managers and Control Towers: Effectively manage and coordinate the Control Tower / OKAM structures in OFR ensuring efficient and aligned global and regional processes in line with OFR global target operating model.
- Management of Customer Implementation: Oversee the implementation of new ocean freight customers or projects, ensuring smooth onboarding and integration of their requirements into DHL's operations.
- Supervision of Customer-Facing Solutions: Oversee the customer-facing solutions, such as MyDHLi and DCR to ensure they are user-friendly, reliable, and meet customer needs. Continuously improve these solutions based on customer feedback.
- Solutions Consulting: Build a solutions consulting service aimed at providing end-to-end supply chain optimization solutions to meet requirements of selected customers.
- Monitoring Customer Satisfaction: Monitor and improve customer satisfaction levels in the ocean freight division, ensuring high levels of customer service, addressing customer concerns, and implementing strategies to enhance customer experience.
- Drive Customer Profitability: Implement strategies to drive customer profitability in the ocean freight division, including optimizing costs, identifying upselling or cross-selling opportunities, and enhancing operational efficiency.
- Performance Monitoring and Improvement: Monitor key performance indicators (KPIs) related to customer operations, customer satisfaction, and control tower efficiency. Analyze data, identify areas for improvement, and implement strategies to enhance operational performance.
- Stakeholder Collaboration: Collaborate with internal stakeholders, including cross-functional teams, to ensure alignment, effective communication, and successful execution of customer operations.
- Continuous Improvement: Drive a culture of continuous improvement within the customer operations function, identifying opportunities for innovation, process optimization, and enhancing operational effectiveness.
- Leadership and Team Development: Provide leadership, guidance, and support to the customer operations team, fostering a positive work environment, and developing the skills and capabilities of team members.
- Standardization and Harmonization: Drive standardization and harmonization of customer operations to ensure consistency and efficiency throughout the organization.
- Change Management: Drive and lead change initiatives within customer operations, ensuring smooth implementation and adoption of new processes, technologies, and strategies. This includes effectively communicating the rationale and benefits of change to stakeholders and managing resistance to change.
**Knowledge, Skills and Experience**
- Strategic leadership in customer dedicated operations
- Strong customer focus and ability to effectively manage relationship with customers and handle escalations.
- Establish and implement customer operations strategies that have short to mid-term (1-5 years) impact on business results in alignment with OFR Global Target Operating model and overall business strategy.
- Strong stakeholder management capabilities with various stakeholder levels to ensure alignment and support for customer operations agenda and effectively manage change.
- Ability to drive a common customer operations agenda.
- Ability to develop a strong and high performing customer operatio
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