Job Description

Job Purpose

Lead the regional execution of the global Air Freight Customer Operations strategy under the GTOM 2.0 framework. Provide input to and lead implementation of the Air Freight Customer Operations strategy to set the plans, programs and processes, roadmap, and feature definition and deliver a complete product in line with Air Freight process requirements to fulfill overall business strategy and objectives, and Group guidelines and policies. Responsible for the development and implementation of all Control Tower and Customer Implementation Management (IMPAT) in the Region airfreight business. This position focuses on increasing the customer centricity and efficiency of our Air Freight operations through innovative technologies and processes.

Key Tasks

Responsible for the Regional Control Tower, IMPAT, and Digital Interaction strategy for the Airfreight product. Adapt and shape Control Tower services and solutions to deliver a better customer experience. Focus: internal and external quality control (lead time control), internal and external reporting, operational excellence. Review and adapt Control Tower solutions against adjusted and adapted requirements to ensure future-ready solutions. Align Customer Operations service delivery with regional sector priorities (Technology, Industrial, Life Sciences, Retail, and Aerospace), ensuring SLA governance, Control Tower solutions, and Implementation strategies reflect sector-specific requirements and customer expectations. Optimize and scale Control Tower footprint through shared-service (GSC) integration and regional specialization — ensuring cost efficiency without compromising service excellence. Define solutions which give DGF unique offerings and selling propositions for strategic customers. Support the RFQ processes. Define customer-specific solutions which can be developed to value-added services. Harmonization and Standardization Target is to reduce the total number of control towers and headcount and cost by utilizing shared service centers. Implementation of a Region standard processes and a harmonized structure. Work in close partnership with Regional Process Excellence and Global Systems leads to ensure GTOM consistency. Leverage Service Center infrastructure to manage select processes in a cost-effective, standardized, and structured manner. Update or develop documentation on processes that are critical to successful implementation. Identify opportunities to streamline, share best practices with the team members and senior management, and implement continuous improvement actions on a regular basis.

Stakeholders

Communicate and influence senior business leaders outside of own job area to accept practices and approaches. Develop strong, trusting relationships with senior business leaders across DHL. Cooperate with and coordinate 3rd parties, both internally and externally. Ensuring a high level of satisfaction among internal and external stakeholders through effective system solutions and services. May lead negotiations.

Management Responsibility

Leads a regional team of Customer Operations and Control Tower Managers across multiple countries, providing matrix leadership to local operations and shared service centers (GSC). Lead/Manage a department or a unit that includes multiple teams led by Senior Managers and/or Team Leaders. Lead, motivate, and develop a Region team of professionals. Promotion of a collaborative and performance-oriented corporate culture.

Skills

Requirements Analysis, Risk Management, Process Improvement, Customer Engagement, Business Processes, Project Management, Stakeholder Management, Influencing, Feedback, Presentation & Storytelling, Facilitation, Negotiation, People Management, Resourcing, Quality Control, Project Planning, Operations Management, Supply Chain Management, Technology Trends.

Qualifications & Key Requirements

Education Level

Degree in Business Administration, Logistics, Transportation, or related field.

Experience Level

More than 10 years in the Air Freight Industry including at least 5 years in a management position. Proven experience in the management and optimization of Region logistics and transport processes.