Global Head of CSS Transformation & Account Growth (m/f/x)

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Position: Global Head of CSS Transformation & Account Growth (m/f/x)

Contract Type: Permanent

RCS Grade: G

Location: UKI/Europe (UK, France, Germany, Belgium, Netherlands Preferred)

Less than 40% travel Globally - regular travel to Brussels

Join DHL as the Global Head of CSS Transformation & Account growth!

Are you ready to lead transformative change in our Global Client Support Services (CSS) organization, managing and growing €1 billion in Service Logistics revenue? In this senior leadership role, you will drive global improvement initiatives focused on driving growth, enhancing customer experience, efficiency, and best practices globally.

You'll lead a team of three and collaborate with cross-functional global teams to optimize account management practices that align with our growth targets. Additionally, you'll manage three major global Service Logistics accounts, ensuring a connect to the business, customer satisfaction and driving profitability.

We seek a visionary leader with exceptional change management and internal/external stakeholder influencing skills to execute on large-scale global change projects in a dynamic customer centric environment. If you're passionate about making a tangible impact on customer experience and performance, we want to hear from you!

Does this sound like something of interest? Then please read on…

Your Key Accountabilities Include:

Account-Specific Accountabilities :

· Grow and manage three large global Service Logistics accounts, ensuring customer delight, retention, and growth.

· Deliver against key global CSS Account KPIs, including revenue growth, renewal performance, margin improvement, and customer experience (CXM).

· Drive the successful renewal of all Global SL contracts, aiming for over a 95% renewal rate.

· Set and translate global Service Logistics account strategy into actionable plans.

· Build and maintain C-level relationships with key decision-makers of assigned global customer accounts.

· Drive innovation with top global customers by co-creating solutions for complex supply chain challenges.

· Own and drive to resolution account-specific customer queries, complaints, claims, and escalations.

Transformation-Specific Accountabilities :

· Lead the Global CSS growth initiative, focused on account replication and further growth with existing customers

· Lead the development and execution of global transformation strategies for Client Support Services (CSS).

· Drive and execute global improvement projects and initiatives within the Global Client Support Services organization.

· Standardize and improve all CSS processes in line with global CSS processes.

· Identify opportunities for process optimization through data analysis, customer feedback, and industry best practices.

· Collaborate closely with senior leadership (SL/DSC CDO, regional CSS teams, IT, operations) for alignment and execution.

· Manage change initiatives by guiding teams, communicating benefits, and ensuring proper training and support.

· Establish KPIs and performance metrics to track the effectiveness of implemented processes and identify areas for continuous improvement.

· Lead efforts to implement digital tools and platforms that streamline account management.

· Develop and deliver training programs to ensure all CSS account management teams are proficient in new processes and tools.

· Lead a team of 3 and lead complex cross-functional global virtual teams (as it relates to account management).

What are we looking for from you?

We are seeking a customer experience (CX) leader with exceptional skills to manage multiple global customers and oversee complex, cross-functional CX transformation projects. The ideal candidate will have strong experience in commercial management, customer experience management, process improvement, and operations management, preferably within global account management, logistics, or supply chain sectors. A proven track record in leading large-scale transformation initiatives across various regions and functions is essential, along with hands-on experience in CRM systems, data analytics, and process automation tools.

What you'll need to do next?

If you have a proven track record of achievement to match the requirements for this role and you are looking for your next career move, simply apply online ensuring that a full up to date CV is attached with your application.

We will ensure that all our resourcing activities are fair, transparent and consistent across the Globe. We want to ensure that the candidate experience is of the highest professional standard.

The Company is committed to providing equality of opportunity for all employees. Furthermore, we aim to ensure our workplaces are free from discrimination and that not only employees but also our potential future employees are treated fairly and with dignity and respect. We will ensure that equality of opportunity maintains a high profile in our organisation.