Director of Customer Experience Excellence

1 week ago

Singapore beBeeCustomer Full time $200,000 - $300,000

At DHL, we value our people above all else. We strive to attract and retain the best talent worldwide by providing challenges and opportunities for personal and professional growth. We recognize the unique contributions each individual brings to our business and share a sense of pride in building the world's leading logistics company.

We seek an experienced professional to join our Regional Customer Services team. As the Head of Performance Excellence Service Quality First Choice and ICCC APEC, your role will focus on driving exceptional customer experiences while balancing cost-to-serve. This includes:

  • Providing leadership in performance excellence service quality First Choice and ICCC across all APEC countries, driving continuous improvement initiatives.
  • Developing and implementing strategically aligned customer service and service quality improvement initiatives.
  • Contributing to general business planning to ensure best-in-class service quality is delivered to customers at every touchpoint.
  • Establishing managing and executing the Customer Service Centre of Excellence program, improving customers' experiences through vital customer touchpoints.
Key Responsibilities

Your key responsibilities include:

  • Developing leading and driving service quality programs to enhance customer experiences.
  • Managing CS quality performance and revenue-related KPI targets in countries through effective management of the Customer Service function.
  • Driving countries' performance against agreed targets ensuring accurate reports/data are analyzed to identify opportunities for improvement.
  • Acting as the catalyst and focal contact point for customer service, coordinating and facilitating customers' service-related matters.

Requirements

  • Tertiary Education Master in Business preferred.
  • At least 10 years of experience in Customer Service/Customer Experience in the express/logistics industry or similar business experience with at least 8 years in a management role.
  • Experience in a quality assurance/analytical role.
  • Experience in managing Customer Service in a large country.
  • Experience in a regional role advantageous.
  • Ability to show successful project management experience.

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