Csi Operations Performance Manager Emea
il y a 5 jours
TODAY, YOU’RE STIMULATING THE WAY A CUSTOMER SUCCEEDS.
TOMORROW, YOU’RE SHAPING THE WAY THE WORLD WORKS.
At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent the world over. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world.
Customer Solutions & Innovation (CSI) is DHL's cross-divisional commercial and innovation unit. We are responsible for managing about 80 of DHL's largest and most strategically important customers providing them with sector expertise, best in class account management and most innovative products & solutions.
**Job Purpose**:
Be the partner of our business units driving business growth through the consistent management of customer projects and performance
**Principal Accountabilities**:
**Customer project management**
- Management of customer supporting projects (e.g. implementation, acquisition & divestiture, innovation, IT)
- Align with BU teams on project resourcing, work stream ownership, deliverables and timelines
- Work closely with BU teams to ensure implemented solutions meet customers’ requirements
- Take care of accurate and up to date project documentation (e.g. charter, PSR, action list)
- Regularly report project status to the customer as well as internal stakeholders
- Engage and align with key external and internal stakeholders in the EMEA region
**SLA compliance**
**Service issue escalation management**
- Manage service performance issue escalation (against SLA) raised by CM/PM
- Performance is not limited to on-time performance but also avoiding damages, theft, losses, etc.
- Execute BU escalations at country, regional or global level for resolution
- Drive corrective actions for both SBU and XBU solutions
- Update the status of corrective action & resolution of escalation to CM/PM
- Set up SLA data collection plan and process as baseline with CM/PM
- Maintain service issue database as a trend analysis tool
- BU Data Availability & Automation: Collaborate with CSI and BU functions on improvements
**Drive insights and improvement opportunities that impact multiple CSI customers**
- Regular review of divisional performance and identify customer service issue trend proactively
- Analyze and recommend the area of improvement to BU for systematic or BU process related issues that impact multiple CSI customers
- Collaborate with OVP to get the overall service performance visibility of CSI customers
**Change Management**
- Manage impact of BU network changes to CSI customers. Monitor the adaptation level within CSI commercial organization by project approach within given timeline.
- SPC of all new developments in the BUs regarding customer specific impact on service (interruptions, stoppages, service exits etc.)
- Develop a communication pack to CM/PM for the recommended approach
- Drive global or regional initiatives (e.g. GRI, Peak Season Management, new surcharges)
**Knowledge, Skills and Experience**:
- Bachelor’s degree or Master Degree in related discipline and at least four years of professional experience in the area of business OR equivalent knowledge and longtime professional experience
- Knowledge of DHL operations, products and capabilities
- Strong negotiation, presentation, project management, stakeholder management and virtual team management skills
- Project Management experience
- Experience in working with CRM software (e.g. Salesforce)
- Business Acumen and understanding of key financial principles
- Proven understanding and experience of commercial principles and processes
- Excellent communication & interpersonal skills. Experience in working with virtual teams
- Good problem-solving skills, analytical and critical thinking
- Excellent English, spoken and written
**Your contact**:
Louis Ziegler will be happy to answer your questions via telephone +49 228 182 47713.
**CONNECTING PEOPLE. IMPROVING LIVES.
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