VP Customer Service

The Vice President Customer Service is responsible for leading and directing overall service-related activities for DHL's unionized customer service function to ensure a customer centric focus is maintained across the organization.

The jobholder will also ensure exceptional service standards are achieved and maintained, develop and implement cross functional policies for the resolution of customer inquiries, manage and control the Customer Service functions in Saudi to maximize opportunities and drive profitable growth of various customer segments and influence the design of new products, procedures, solutions and systems through working closely with the various functions.

<b>Your Tasks:</b> <br>

• Manage and Implement Customer Service strategies, policies and standards across all Customer Service departments. <br>
• Ensure high level of technical expertise and services in the fields of Customer Service. <br>
• Develop service offerings which need unique local approach and oversee development of appropriate solutions. <br>
• Build solid bench strength in the Customer Service function. <br>
• Act as an ambassador for DHL at all times and attend to customer needs in a professional, friendly and courteous manner. <br>
• Ensure that a high level of professional rapport is developed and maintained with all customers. Initiate customer visits as part of senior management sponsorship program. <br>
• Help resolve difficult cases or discuss solutions if deemed necessary. <br>
• Proactively recommend areas for service improvement through targeted analysis of service incident and customer complaints. <br>
• Ensure all strategies are aligned with the four pillars (motivate people, great service quality, loyal customers and profitable network). Contribute to Regional Strategy and decision making. <br>
• Ensure that the department is strictly following the Centre of Excellence (COE) guidelines and that it is properly implemented in all criteria. <br>
• Maintain proactive work processes to ensure teamwork, shuttle procedures and overall base performance is achieved. <br>
• Formulate and communicate Customer Service policies, performance measures and standards to Country management enabling effective measurement of Sales and Customer Service performance. <br>
• Determine organization structure, roles and responsibility and performance targets for the Customer Service functions. <br>
• Develop a culture of quality, service excellence (for internal customers), flexibility and cost consciousness. <br>
• Develop, instill, and embed the continuous improvement culture within the department. Train and mentor the team members on contributing towards this vision. <br>
• Conduct primary market research, internal consulting, business analysis, and projects in all Customer Service functions. <br>
• Support in development and implementation of business plans. <br>
• Define and set the communication strategy for Customer Service. <br>
• Develop medium and long-term Customer Service planning. <br>
• Maintain proactive work processes to ensure teamwork, shuttle procedures and overall base performance is achieved. <br>
• Part of continuous improvement culture, the Vice President Customer Service should identify opportunities to enhance and improve business processes and/or support systems in the area and communicate these to the relevant people at country or regional level responsible for dealing with them. <br>
• Ensure successful implementations of new system applications for the customer service department, managing risks and disruption to the business. <br>
• Ensure the team are working in a safe and healthy environment that would allow them to perform to the optimum capacity. <br>
• Manage the Customer Service department to achieve and maintain agreed service level targets, ensuring adequate numbers of trained and qualified staff are available to meet workload. <br>
• Identify training needs and opportunities to develop a highly skilled functional department. <br>
• Manage the allocation of appropriate resources and commitment of staff to the achievement of Global, Regional and Country objectives and targets. <br>
• Develop team spirit and multitasking capabilities within the team. <br>
• Develop IKOs/KPIs with team members and monitor individual performance. <br>
• Develop and maintain a motivated Customer Service team of competent managers and staff – ensure career path is implemented and visible. <br>
• Ensure the personal development and succession planning of direct reports. <br> <br>

<b>- Your Profile:</b> <br>

• Demonstrated success in leading teams, progressive management experience. <br>

• Global Customer experience and leading within a unionized environment would be an added benefit. <br>

• Strategic thinker and Strong Analytical skills. <br>

• Effective communication skills / interpersonal understanding. <br>

• Ability to influence and negotiate at senior level. <br>

• Customer centric orientation. <br>

• Achievement driver and initiative creator. <br>

• Excellent business / commercial acumen. <br>

• Business, market, product and process know-hows. <br>

• Budgeting and Cost controlling skills. <br>

• Presentation skills. <br>

• Project management <br>

• Strong written and verbal communication skills in Arabic and English. <br>

• Bachelor’s degree or equivalent experience. <br> <br> <b>- Our Offer:</b> <br>

• Strong career support in an international environment. <br>

• Great culture and colleagues. <br>

• Multifarious benefit program.