Senior Customer Engagement Manager
DHL Customer Solutions & Innovation
At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent the world over. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world.
DHL’s Customer Solutions & Innovations (CSI), one of the business units of DHL, is a globally dedicated organization which simplifies the DHL customer experience by providing a single customer interface and developing innovative industry-tailored solutions for DHL’s largest global customers. Come discover the unique, international spirit of DHL where your commitment is recognized and rewarded.
Responsible for the overall customer engagement strategy by developing new formats, setting standards and improving existing processes to deliver seamless customer experience
Main point of contact for Regional Customer Managers and Business Division Sales Leads to understand and define customer requirements and pain points, develop customer engagement pipeline and deliver high-quality innovation workshops, tours and events.
Liaise with external and internal stakeholders to plan their customer meetings and tailor guided visits or innovation workshops on relevant business topics in an engaging way, using state-of-the-art creative methodologies.
Transform the Innovation Center into an inspiring demo and showcase environment that positions DPDHL as the Innovation leader in the Logistics industry underscoring the company's vision/strategy for the future and its continuous investment in the development of best-in-class logistics solutions and services today and tomorrow.
Adapt and regularly update the content demo showcase portfolio creating a pipeline of new centerpiece and exhibit items for the Innovation Center, in close alignment and cooperation with Trend research, Business units, Industry sectors experts as well as corporate functions.
Align with other regional innovation centers and global team on guidelines, processes, knowledge-sharing and best practices
Take the lead in collaborating with Customer Experience team and Facility Manager to oversee daily operations of the Asia Pacific Innovation Center
Strategic Pre- and After-Sales Enablement: Customer Innovation Workshops,Tours & Events
Develop a portfolio of Customer Innovation pipeline by permanently assessing business growth opportunities and customer needs, aiming at sharing best practices, developing new value and/or exploring logistics trends
Oversee the end-to-end delivery of fully customized Customer Innovation Workshops. This includes understanding of customer needs, topic selection, customization of workshop agenda including a choice of best-suited creative modules, assignment of expert speakers and full documentation of joint opportunities/follow-up action items.
Build a network of internal DPDHL subject-matter experts as well as external innovation ecosystem/community
Explore new workshop methodologies and liaise with the Global Workshop Module Lead to continuously improve and extend the portfolio of customer innovation workshop
Permanently assess the relevancy and effectiveness of the Innovation Center content framework and storyline by working in close alignment with CSI, BU, trend research, regional innovation centers and corporate functions
Represent the Asia Pacific Innovation Center on regional implementation of the content/demo & showcase management system within the Innovation Center Satellites ensuring worldwide content/story consistency, localization & customization and virtualization
Own the SOPs for tours, workshops and events and supervise the overall daily process in coordination with Customer Experience team, starting from initial point of contact, booking/registration, on-site experience and gathering customer feedback
Review regular reports on customer engagement pipeline, customer satisfaction survey and internal stakeholders feedback
Collaborate closely with Marketing team to promote innovation activities, success stories and customer engagements
Strong customer focus and proven experience in delivering customer workshops
Insight in Innovation methodologies (Creative problem solving, Design thinking, Agile development)
High self-motivation and ability to work independently and in a structured way
Strong presentation and communication skills; fluent in English.
International exposure and cultural sensitivity
Team leader and team player
Sound logistics understanding or exposure to manufacturing operations an advantage
Strategic and entrepreneurial way of thinking
Zahlen und Fakten
DHL Express (Singapore) Pte. Ltd.