Senior Manager CS Tools and Technology

YOU TACKLE FOR QUALITY AND GREAT SERVICE.

THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.

 Would you like to become part of the world's most international company in the world?

A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide.

Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.

 
Join our team and discover how an international network that's focused on service, quality and sustainability, is able to connect people and improve lives through the power of global trade.

And not just for our customers, but for every member of our team too.

To learn more about our culture, motivated people and our purpose, please visit www.dpdhl.jobs/express 
 

Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and become a Certified International Specialist!

 

 

 

Overall Role Purpose  

 

Manage and lead the strategic deployment and continuous enhancement of Customer Experience tools and technologies across the MENA region.

Drive digital transformation initiatives within the Customer Service function, ensuring alignment with global standards and leveraging innovation to improve customer satisfaction, operational efficiency, and cost effectiveness.

 

Your Tasks:

Customer Service:


* Work closely with Global, Regional, and Country Customer Service Heads to identify, develop, and support ongoing customer service activities and technology deployments that align with corporate and regional business objectives.


* Champion digitalization by identifying and implementing emerging technologies (e.g., AI, automation, data analytics) to enhance customer experience and streamline service operations.


* Lead and develop standardization & harmonization of tools, processes/standards/programs


* Manage cross-functional projects related to customer service technology and tools, ensuring they are delivered on time, within budget, and meet quality standards.


* Assist in the execution of general assignments related to the customer service function, demonstrating flexibility and adaptability to evolving business needs.

 

DHL Customers:

 


* Act as the primary contact point for customer service-related matters, facilitating communication and coordination of customer issues to ensure timely resolution and alignment with regional initiatives.

 

Vendor Management & Stakeholder Engagement:


* Oversee the work of external consultants and vendors, ensuring deliverables align with business requirements and are completed on schedule.


* Maintain effective relationships with internal and external stakeholders to facilitate project progress and alignment with strategic goals.

CS Tools and Technology:

 


* Take primary responsibility for the timely, budget-compliant, and high-quality delivery of Tools and Technology in the MENA...