Customer Performance & Improvement Project Manager (d/f/m) - CSI Commercial Operations

Location: Troisdorf, Nordrhein-Westfalen, Germany

Category: Consulting, Data Analysis and Project Management

Customer Performance & Improvement Project Manager EMEA (d/f/m)

TODAY, YOU’RE STIMULATING THE WAY A CUSTOMER SUCCEEDS.

TOMORROW, YOU’RE SHAPING THE WAY THE WORLD WORKS.

At DHL, people mean the world to us. We believe that our people are our greatest strength, which is why we create opportunities for talented individuals to grow, develop and make a meaningful impact.

Customer Solutions & Innovation (CSI) is DHL's cross-divisional commercial and innovation organization, responsible for managing some of the world's largest and most strategic customers. By bringing together the strengths of DHL's Business Units, we help customers solve complex supply chain challenges and unlock sustainable growth.

Tasks:

As Customer Performance & Improvement Project Manager EMEA, you will help our strategic customers achieve their business goals by driving performance, leading improvement initiatives and delivering customer-focused projects across the DHL network.

Working closely with customers, Commercial, Operations, Finance and Business Unit teams, you will identify opportunities, solve complex challenges and turn insights into measurable business results.

Principal Accountabilities:

What’s your role:

Lead Customer Projects

• Deliver strategic customer projects across implementation, growth, operational change and innovation.
• Coordinate cross-functional teams across DHL Business Units and regions.
• Manage project governance, risks, timelines and stakeholder engagement.
• Ensure successful delivery against customer and business objectives.

Improve Customer Performance

• Monitor customer performance and identify opportunities for operational improvement.
• Lead the resolution of service challenges, escalations and recurring issues.
• Drive root cause analysis and sustainable corrective actions.
• Use data and insights to proactively improve customer outcomes.

Drive Business Improvement

• Lead initiatives that improve customer experience, operational efficiency and business performance.
• Partner with Operations, Commercial, Finance and customers to remove process barriers and resolve recurring challenges.
• Support improvements in billing accuracy, dispute resolution and working capital performance.
• Deliver measurable and sustainable results through continuous improvement.

Enable Data-Driven Excellence

• Leverage data, dashboards and digital tools to increase performance visibility.
• Identify opportunities for automation and smarter ways of working.
• Translate customer and business needs into practical improvement solutions.
• Promote a culture of quality, innovation and continuous improvement.

Knowledge, Skills and Experience:

• Bachelor's or Master's degree in Business, Supply Chain, Logistics, Finance or a related field.
• Experience in project management, First Choice, customer management, operations, continuous improvement or a similar environment.
• Strong stakeholder management and communication skills.
• Proven ability to lead change and deliver results across functions and regions.
• Analytical mindset with strong problem-solving capabilities.
• Customer-focused, proactive and results-driven approach.
• Interest in digital solutions, data and process improvement.
• Fluent English, written and spoken.
• Collaborative communicator, inspiring and guiding cross-functional teams.
• In-depth knowledge of DHL Group or similar multinational organizational structures.

Your contact:

This is an opportunity to work with some of DHL's most strategic customers and play a key role in improving customer performance, operational excellence and business outcomes across EMEA.

If you enjoy leading change, solving complex challenges and creating measurable value for customers, we'd love to hear from you.

Apply now! We are looking forward to your application!

We are looking forward to your application.

CONNECTING PEOPLE. IMPROVING LIVES.