VP Customer Service SSA
IT’S NOT JUST AN OPPORTUNITY TO GET ON THE CAREER LADDER.
IT’S AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER
Why do people call us the world’s most international company? Is it because we operate in more countries than any other logistics provider? Is it because we invented cross border shipping over 45 years ago? Or is it, perhaps, because what we do connects people across the world. And the more we can connect people, the better life on earth becomes.
We love our role in the world. And we’re looking for the right people to help us maintain – and grow it. People like you.
Role Context
Lead customer service function for the region, provide input and execute implementation of functional strategy both from Global and initiatives at Region level to provide best in class quality for our customers, enhance customer experience, employee engagement and motivation.
Key Responsibilities
- Define the customer service strategy in line with global vision, regional strategy, business objectives, guidelines and policies
- Set strategic direction and drive operational plans, measures and budgets to achieve defined results
- Influence and shape the strategic direction for customer experience across the region to support our network
- Lead, organize and control highly strategic activities and initiatives across the region with significant impact on overall results and/ or very high business risk potential
- Take part in and ensure the smooth consistent daily running of Customer Service across the region including coaching KPI Management, workforce management planning and calibrating quality standards
- Be chief energy officer for the CS Management teams across the region and play an active part in engaging our motivated managers and CS international specialists and achieve high levels of engagement and motivation for the benefit of our workplace and customer experience
- Custodian of our customer experience by collecting Voice of Customer, responding to escalated customer complaints and drive initiatives to enhance our Insanely Customer Centric service offering across functions
- Represent the region on the global executive committee and customer services on the African management board.
- Analyse national market, customer information & develop a customer specific customer service strategy which translates into a clear activity plan
- Provide expert customer service input for key regional business decisions and programs
- Steer and monitor cost and effectiveness of initiatives to prioritize spending and resource allocation for the region
- Formulate regional 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
- Scan and identify appropriate technologies for customer service processes and activities to drive and support customer service management
- Deliver innovation that influences the way the region is operating and generating revenue
- Monitor the voice of customer and implement solutions to create sustainable solutions
- Benchmark, introduce and embed world class customer service management practices and knowledge sharing at the regional level
- Liaise with other regional senior executives in other functions to ensure integration of customer service strategies and initiatives with other parts of the business and alignment with business objectives
- Manage and lead the voice of customer team to improve the customer experience in the region and improve the measures and key performance indicators
- Explore digital solutions that enhance the customer experience
- Support and give direction to the Regional Key Accounts for the region for country & global customers who have been nominated regionally in terms of complaint and claim management, problem solving and other contractually agreed services communicated by the relevant stakeholders
- Negotiate critical agreements/contracts with other departments and 3rd parties
- Global Executive Customer Services board
- 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 change, collaboration and partnership to provide integrated solutions to problems
- Lead multiple teams of executives, directors/senior managers, and managers
- Ensure appropriate talent selection, organization and leadership for major areas of the organization
Minimum Requirements
Education and experience
- Master’s degree preferred
- 10+ years in a similar role
- Previous leadership roles at a strategic level
- Excellent knowledge of driving strategic initiatives
- Proven results in previous role
- Previous experience in the Logistics industry is an advantage
We are looking forward to your application.
Head of Sales – East Africa
IT’S NOT JUST AN OPPORTUNITY TO GET ON THE CAREER LADDER.
IT’S AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER
Why do people call us the world’s most international company? Is it because we operate in more countries than any other logistics provider? Is it because we invented cross border shipping over 45 years ago? Or is it, perhaps, because what we do connects people across the world. And the more we can connect people, the better life on earth becomes.
We love our role in the world. And we’re looking for the right people to help us maintain – and grow it. People like you.
Role Context
Shape, drive and manage the sales function and define the sub-regional strategy to deliver business growth and profitability, customer retention, improve competitive positioning and optimize resource utilization in line with business strategy, financial objectives, Group guidelines and policies.
Key Responsibilities
- Define the sub-regional sales strategy to cascade and monitor delivery of sales objectives in line with business strategy, financial objectives, Group guidelines and policies
- Lead, oversee and control highly strategic activities and initiatives with significant impact on overall results and very high business risk potential
- Communicate market leadership position and vision/strategy aspiration to customers and internal stakeholders
- Drive market acquisition and retention strategies in order to maximize sales growth in the sub-region and optimize profits
- Drive customer retention, business growth and profitability by supporting customer strategies, contract negotiations and supply chain management strategy
- Approve pricing, product mix, and brand portfolio policies for the function in sub-region
- Define improvement areas based on pipeline reporting in collaboration with sales effectiveness
- Analyze the value of key technologies and industry development and identify change needs for function in the sub-region
- Establish appropriate processes and infrastructure to support growth, sales performance and optimize resource utilization
- Support key customers and drive collaboration and cross selling activities in the sub-region
- Steer systems for monitoring competitive activity and dissemination of information and best practices to relevant parties
- Establish appropriate processes and infrastructure to support growth, sales performance and optimize resource utilization
- Formulate and roll out mechanisms to ensure sales performance management reporting and direct and approve major sales strategy and development projects
- Analyze complex issues extensively and conceptualize improvements/ changes in sales methods and techniques
- Deliver innovation that directly influence the way the function is operating and making money in the sub-region
- Reach agreement with external parties to accept complete proposals and programs where there is little interest in cooperating or participating
- Negotiate and authorize critical agreements/ contracts, changing terms and conditions significantly where required
- Lead, direct, coach and develop performance of the sub-regional sales team
- Develop strong trusting relationships with business leaders across DPDHL
- Cooperate with and coordinate 3rd parties e.g. external service providers
- Advise customers and key stakeholders on processessystems and tools
Minimum Requirements
Education & experience
- University degree in a business discipline.
- 3-5 years managerial experience in a selling environment managing Sales Executives & other field-based resources.
- 6-8 years of sales experience
We are looking forward to your application.
Master Data and Logistics Specialist Graduate
Key Accountabilities:
- Support the development and implementation of new and standardized inventory management operational processes and systems to support efficient operation. Identify and resolve problematic processes and/or system outputs, providing efficient and effective solutions to operations.
- Provide timely and accurate management information and reports to senior management and customers as required.
- Benchmark operational processes and systems, aligning with best practices and industry trends.
- Align operational solutions with relevant internal and external stakeholders.
- Support the delivery of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to customers.
- Analyze and recommend changes to Standard Operating Procedures (SOPs) to enhance accuracy, efficiency, and operational effectiveness.
- Identify areas of opportunity for improvement within inventory operations.
- Actively involve and support change initiatives.
- Support internal decision-making processes by presenting accurate, fact-based information for critical review and approval, in both presentation and report forms.
- Support site compliance with policies and procedures as per SOPs, with the support of Senior Management Teams (SMTs).
Qualifications & Experience:
- Matric
- Supply Chain degree
- Advanced Excel knowledge
- Adaptability of learning a new system quickly to hit the ground running.
- Independent, the person must be able to complete work on time and to an acceptable manner without any supervision needed.
- Own transport is preferred as the candidate will be required to travel to multiple sites.
- Flexibility of jumping between tasks and responsibilities.
Regional Head of Reefer – MEA
Regional Head of Reefer – MEA
Would you like to be part of the most international company in the world? A company operating in more than 220 countries worldwide and has been pioneering cross-border express shipping since 1969. Would you like to be part of a business that connects people across the globe and want to make a difference? Then waste no time and join our amazing team at DHL Group. DHL Global Forwarding, Freight (DGFF) is the Group’s air, ocean, and road freight specialist. We offer standardized transport as well as highly specialized end-to-end solutions to customers in a wide range of industries globally.
Global Forwarding Freight – South Africa has an opening for a Regional Head of Reefer – MEA where you will lead the temperature controlled business team at the MEA regional level, contributing in the development of global strategies for Reefer and Temperature controlled Ocean freight, implementing global strategies in the countries at the regional level, maximizing profitability and optimizing utilization of business and human assets in line with region’s business strategy and objectives, corporate guidelines and policies as well as having the overall responsibility for Ocean Freight Reefer development in Region including Operational execution, Carrier management, Volume, GP development and overall P&L responsibility for Reefer equipment. Join us now in connecting people and improving lives.
In this Regional Head of Reefer – MEA position
- You will formulate temperature-controlled business strategy in line with global and region’s business strategy and requirements, corporate guidelines and policies.
- You will direct planning and implementation of ocean freight plans, measures and budgets to achieve operational results driving profitability, volume growth and service expansion.
- You will plan, organize, and control large scale regional projects and initiatives to provide fast, reliable, efficient and affordable ocean freight solutions.
- You will drive effective ocean freight operational management through end-to-end capacity management, optimization of network procurement, implementation of consolidation opportunities, etc.
- You will steer market profiling and customer/ competitor research and analysis activities to understand and identify market opportunities and challenges.
- You will devise effective pricing strategies to sustain profitable growth, and guide identification and implementation of new products within region and provide input on solution design and service elements.
- You will liaise with sales to support interaction with key customers and provide pricing and margin guidance, support, and lead on bids, RFQs and customer presentations.
- You will set and monitor implementation to compliance standards, procedures, and specifications for the region in line with corporate guidelines.
- You will steer innovation, introduce, and embed world class infrastructure and practices for temperature-controlled ocean freight at the regional level.
- You will support the GxP (Thermonet) product organization for the Region in close alignment with global Team.
- You will be managing the country reefer desk in close co-operation with country ocean heads
- You will take ownership/sponsorship for selected large customers and preferred Carriers including personal F2F visits / negotiation.
- You will lead the Development of region-to-region development for perishable and any other temperature-controlled commodity including guidance the countries for local commodity / trade development.
- You will support the global LSHE strategy with input and support on quality issues and customer interaction / intelligence gathering.
- You will create value added services within the region as differentiator to competition.
- You will actively prepare and join major temperature-controlled exhibition to ensure appropriate representation of the company at these events.
- You will lead the Carrier Strategy in the Region with close alignment of Trade Team.
- You will have overall full ownership of the Reefer P&L including managing of Reefer profitability of countries / stations and products without a current P&L.
- You will have extensive contact and negotiating with other departments and 3rd parties with conflicting objectives.
- You will influence and challenge key stakeholders effectively.
- You will develop strong, trusting cross-functional relationships with senior DHL business leaders.
- You will influence others across DHL and externally as an internally and externally recognized thought leader representing the Group.
- You will champion cooperation and partnership to provide integrated solutions to problems.
- You will be reporting to the SVP Ocean freight of the specific Region and functional to the Global VP Temperature Controlled Business.
- You will be an individual contributor or leading a small team in the region, key responsibility to guide the country temperature-controlled ocean heads (reefer desk leads) via functional line reporting.
- You will develop short to long-term (1-5 years) plans for optimizing the organization, function, or job-family and the talent required to execute strategies in close alignment with the global Team guidance.
Now, here’s what we need from you
- 8 years’ experience or more, preferred in the NVO or Carrier Industry,
- Senior Leadership experience minimum 2years, preferably multi-national experience
- Master’s degree
We offer:
- Opportunities in a global company where you can contribute your ideas and skills to move towards our shared goals.
- Possible further career development
- Competitive salary
Why join DHL Global Forwarding?
We are part of DHL Group, the world’s leading logistics provider with operations in over 220 countries. Visit our career site on the web at https://www.logistics.dhl/us-en/home/careers.html