DHL - Customer Experience Manager MEA (m/f/d)

DHL - Customer Experience Manager MEA (m/f/d); Dubai; On-site; AED 300,000 - 520,000; Full time

Job summary

DHL Worldwide Express (Dubai) LLC is seeking a Customer Experience Manager MEA (m/f/d) to lead the Mobile Innovation Center operations and deliver outstanding visitor experiences. A university degree and 5+ years in related fields with a hospitality, events or marketing background are essential.

You will coordinate regional events, manage budgets, and work with the Sales and Business Development teams to ensure success.

Qualifications

• BS/BA in a related discipline with at least 5 years of experience.
• Excellent customer service orientation with hospitality/event mindset.
• Strong operational and process management skills.
• Aptitude to manage technology and equipment.

Responsibilities

• Oversee Mobile Innovation Center bookings and prioritize requests by business priority.
• Support planning and execution of local events with internal/external teams and partners.
• Manage operations and coordinate with functions to ensure seamless visits and optimal maintenance.
• Capacitate planning for all incoming requests and optimize pipeline.
• Support virtual events and assist Customer Engagement with external/internal customers.
• Collect and assess visitor feedback and produce quarterly reports for management.
• Establish SOPs for the Customer Experience function at the Center.
• Manage the Center operations budget and ensure invoicing processes.

Skills

English

Arabic

French

Education

Bachelor's degree

Tools

MS Office

Job description

Location: Dubai

Address: Mobile Innovation Center

DHL - Customer Experience Manager MEA (m/f/d)

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 recognise the difference you bring to our business, and together we share the pride of building THE logistics company for the world.

Customer Solutions & Innovation (CSI) is DHL's cross-divisional commercial and innovation unit. We are responsible for managing about 100 of DHL's largest and most strategically important customers providing them with sector expertise, best in class account management and most innovative products & solutions.

The Mobile Innovation Center is an ecosystem expansion to compliment the other 3 DHL Innovation Centres globally. Kicking off the first stop in Dubai in parallel to Expo 2021 (and strategically located nearby), the flexible format is suited for MEA’s diverse market, and will showcase cutting edge innovations and industry capabilities. The Innovation Center building itself would represent the cutting edge technology in construction: it would operate as permanent building having all necessary facilities (showroom, meeting spaces, office, hospitality area) but can be dismantled and relocated to a new location.

The Customer Experience Manager is responsible for driving operational excellence of the Innovation Center as well as ensuring that building is operated and maintained optimally. It is a team lead role and will require you to provide direction to facilitate the best possible customer experience for visitors and successful execution of the events and workshops that will be hosted at the Innovation Center including center opening.

Monday to Friday. The position will be based in Dubai till July 2022, afterwards further 6-10 months assignments within the MEA region.

Company: DHL Worldwide Express (Dubai) LLC

Department: Sales and Business Development

Type: Full-time, Permanent

Travel: more than 75% regional

Tasks

• Oversee all incoming bookings and event requests at the Mobile Innovation Center and strategically prioritise requests based on alignment to business priorities
• Support the planning and event execution for local events utilising existing best practice and tools, e.g. IoT days, AI day, coordinating with internal events managers as well as external event vendors (e.g. catering, exhibitors)
• Manage the Mobile Innovation Center operations and coordinate with the wider Mobile Innovation Center functions and external suppliers to ensure each visit is prepared and executed seamlessly and that the building is operated and maintained optimally
• Carefully manage Mobile Innovation Center pipeline and capacity planning for all incoming requests
• Support virtual events and assist Customer Engagement team in providing seamless experience to the external and internal customers
• Collect and assess visitor feedback in a structured way in the form of quarterly business reports to DHL management
• Establish and ensure compliance to standard operating procedures for the Customer Experience function at the Mobile Innovation Center
• Manage the Mobile Innovation Center operations budget and ensure smooth invoicing

Profile

• University Degree required – typically BS/BA in related discipline and at least 5 years’ experience in related field
• Passionate about driving excellent customer service
• Strong background in hospitality, marketing, or event management
• Sound operational and process management skills
• Aptitude to manage technology and equipment
• Advanced user of MS Office suite
• Intercultural knowledge and understanding
• Strong communicational skills
• Fluent in written and spoken English & Arabic. French is a plus

We offer excellent employee benefits, a competitive salary package and great development opportunities.