Head of Digital Engagement and Loyalty (m/f/d) @ DHL Group

DHL Express - a company that connects people!

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DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal commitment – to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. Start YOUR career with DHL today.

Job Purpose

In this role, you will lead the transformation of digital capabilities and interactions across the Manage Value Stream, delivering seamless, personalized and increasingly intelligent digital experiences that help customers maximize the value of their relationship with DHL Express. This includes orchestrating a unified digital experience across account management, digital wallets, invoicing, payments, and customer support, in close collaboration with the accountable business functions.

You will drive the continuous evolution of the Manage Value Stream and its digital customer journeys, maximizing customer value and enabling customers to expand their international trade through innovative digital experiences, contributing to NorthStar's ambition of delivering a best-in-class digital customer experience.

How will you contribute to the success of DHL?

• Define and lead the strategy, vision and evolution of digital capabilities and customer experiences across the Manage Value Stream, aligned with business priorities and the ambition to deliver a best-in-class digital customer experience.
• Continuously optimize the experience across these digital customer journeys, reducing friction and improving customer effort, satisfaction, digital engagement and digital loyalty through customer insights and performance data.
• Identify opportunities to deepen digital engagement, strengthen digital loyalty and expand digital customer value through adoption of relevant capabilities, including digital wallets and emerging customer value propositions.
• Lead the evolution of digital engagement capabilities and the orchestration of contextual, personalized and increasingly intelligent digital interactions across the digital customer experience.
• Shape and drive the unified digital customer support strategy in partnership with Customer Service and other accountable business functions, connecting relevant assistance, expertise and emerging technologies into seamless digital customer journeys while respecting functional ownership.
• Collaborate with other DCS domains and business functions to deliver a seamless, consistent end-to-end digital customer experience.
• Define and own success metrics for digital loyalty and digital engagement, establishing clear KPIs and performance targets across the Manage Value Stream. Use customer insights, analytics and experimentation to continuously optimize digital journeys, demonstrate customer value and drive measurable outcomes in collaboration with accountable business functions.
• Lead the domain's digital capability portfolio, delivery roadmap and technology partners, balancing customer needs, business outcomes, technical feasibility and operational sustainability.
• Provide leadership for a global team of 4 direct and 17 indirect FTEs, alongside partner resources, fostering collaboration, accountability, talent development and a strong customer-centric culture.
• Take overall responsibility for a digital capability portfolio supporting more than €80 million in digital revenue and manage a budget of approximately €10 million+, ensuring effective investment prioritization, financial discipline and optimal deployment.
• Act as the senior decision-maker and stakeholder contact for domain strategy, digital capabilities, interactions and change, building strong partnerships with countries, functions and technology teams.

Do you have what it takes?

• A university degree in Digital Business, Business Innovation, Customer Experience, Information Technology or a related discipline, or equivalent professional experience. An advanced degree is an advantage.
• More than 15 years of experience across digital business, customer experience, technology or digital transformation, including at least 5 years in a senior leadership role.
• Proven experience leading digital transformation and the evolution of complex digital ecosystems, integrating customer experience, business capabilities, data and technology to create new digital customer value.
• Demonstrated ability to drive innovation, challenge traditional business and technology models, and translate emerging technologies, particularly AI, into differentiated, scalable digital customer experiences.
• Proven ability to define and execute digital strategies, build and scale innovative digital ecosystems, and lead transformation across diverse business environments, from high-growth digital businesses to established enterprises.
• Deep understanding of end-to-end digital customer journeys and experience in designing connected, personalized and intelligent digital experiences that simplify customer interactions, increase adoption and deliver measurable customer value.
• Excellent stakeholder management, communication and influencing skills, including engagement with senior leaders, countries, partners and vendors.
• Strong financial and commercial understanding, including significant budget management, prioritization and data-driven decision-making.
• Fluency in English.

Please submit your application along with your CV in English and a copy of your highest educational degree (e.g., Bachelor’s, Master’s, or MBA certificate).

DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

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Recruitment Team