Senior Manager, E-commerce Programs, Global

2 weeks ago

Singapore DHL Full time

DHL Express - a company that connects people:

What makes DHL great? Our People We know each employee's individual contributions make us the #1 Express Delivery and Logistics Company in the world.


  • Distinguished as No.1 World's Best Workplace by Great Place to Work and Fortune Magazine_DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal commitment to our business, to each other and to our global communities. DHL is dedicated to being a great place to work.
    Start YOUR career with DHL today


DHL Express Global Head Office has an opening for
Senior Manager, e-Commerce Programs, Global Customer Operations preferably based in
Singapore and
Brussels, Belgium.


This role is intended to support the DHL Express FOCUS 2025 and 2030 strategy including the Compliance and e-Commerce Innovation Growth agenda projects.

With the objective to

  • Deliver worldclass eCommerce Customer new or enhanced solutions and services.
  • Oversee and drive network development preparation, extensive Agile UAT testing and beta pilot testing of new eCommerce services across Operations, Customs, Customers and facilitate any crossfunctional touchpoints needed.
This role joins the Global e-Commerce Customer Programs team in developing new e-Commerce capability.

The work is progressive, dynamic, fun and involves network-wide preparation, UAT and Beta testing with countries and regional business teams.

Specifically, the areas of support will include the following:

  • Global Customer Contact Platform Product tech development as business lead
  • Countries onboarding and use case development
  • Feature review and first level sign off business process and fit into platform
  • Customer notification and Customer Portal wording templates management
  • Predeployment activity to drive network readiness for golive with new capabilities
  • Managing Customer Experience signoffs preUAT and production product releases.
  • Driving Customer Experience audits, followed by further country deployment activities in the next product phases.

A] Execution towards full deployment of new Product/Service releases globally

  • New Product or Service change request progress management and moving CRs through backlog continuously.
  • Lead new Requirements global process assessment, rejection and approval process
  • New features training materials creation and communications.
  • New features global network wide communications needed.
  • UAT test case creation, all testing followup and pilot country rollout planning.
  • Hypercare and Global Reporting activities

B] Customer Returns - New service standardization

  • Roadmap endorsement case support work with global leader and DHL customer facing team [Sales/ Customer Operations Group/ customer facing technical team).
  • Support Sales in positioning, addressing customer feedback back into the project
  • Drive execution efforts

How will you contribute to the success of DHL?:

Customer

  • Represent DHL Express to present the solution concept, objectives and benefits to customers as required. Provide insights and inputs at these sessions to reassure customers or take responsibility for follow up actions required
  • Ability to support the development of a solution to the customer's situation at hand
  • Ability to translate Customer requirements into actionable plans vs program development stage
  • Manage and negotiate with DHL Express global consultants/vendors to ensure viable business changes/solutions.
  • Ability to support the development of a solution to the customer's situation at hand
  • Respond to and provide counsel to crossfunctional stakeholders as maybe needed on upcoming new service.
  • Ensure timely and detailed communications and actions are shared with the right parties till resolution

Process

  • Ensure onboarding customer process is outlined and understood. Deal with incoming queries from customer or Customs gateway/hub teams.
  • Coordination of the customer deployment and execution of program new service.
-
Communication: Ensure all programs and initiatives direction and progress is communicated to all stakeholders.

  • Identify and highlight best practice and noncompliance fields and areas via the product and Customs OPS scorecard.
  • Product and Customer Reporting facilitate creation of automated dashboards as needed
  • Conduct deep dives to assemble the data and diagnose the problem.
  • Identify the right root causes and engage the Network to review, agree and commit to a plan of action
  • Hold responsible Network party accountable for action and follow up
  • Closing the

Service Quality Loop:

Ensure recurring issues are raised to the right management function and level for review and analysis followed by a plan of action for resolution.

Communicate unresolved escalations to relevant Operations or Retail attention for further actions.

**Do you have w

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