Job Description

Job Purpose

Provide input to and lead the implementation of Air Freight Customer Operations strategy, plans and policies to deliver effective and efficient operational outcomes in line with business needs and objectives, relevant strategies and standards, Group guidelines and policies, and applicable legal, regulatory and compliance requirements.

Key Responsibilities

• Integrate Customer Operations / Control Tower across countries so regional execution is comparable, scalable, and aligned with global standards while respecting country realities.;
• Calibrate country activation, capability maturity, customer/product/sector priorities, and issue patterns into one regional view.;
• Support country leaders with guidance, escalation, and capability-building without taking over country execution ownership.;
• Identify cross-country gaps or recurring misalignment and convert them into regional actions or global escalations where standards or enablement are required.;
• Prevent local reinterpretation of domain boundaries, customer promise logic, and structural activation rules.;
• Protect the defined Customer Operations / Control Tower scope: customer program management, control tower service model, customer-facing visibility and communication, proactive exception coordination, SQI execution cadence and adoption, digital customer interaction including myDHLi adoption.;
• Use approved systems, dashboards, and source-of-truth reporting to support decisions and avoid local variants.;
• Contribute to the move from processing to coordination to orchestration by improving data quality, handoff clarity, and proactive risk visibility.

Qualifications & Key Requirements

• Bachelor’s degree or equivalent.
• More than 8 years of experience in the Air Freight Forwarding industry.
• Experience working in a multinational environment and a large corporate organization.
• Proven leadership experience with a successful track record of delivering business results
• Proven track record in people management, including leadership, motivation, coaching, and people development.
• Strong customer network and relationship management skills.
• Strong stakeholder management skills with the ability to influence and collaborate with senior leaders across functions and geographies.