Customer Service Director Spain

DHL Express; Madrid; On-site; EUR 150,000 - 210,000; Full time

Job summary

DHL Express in Madrid seeks an accomplished senior leader to head Customer Service, ensuring exceptional customer experiences and operational excellence. The role requires strategic oversight, cross-functional collaboration, and a strong focus on transformation through AI, automation and new service models.

Ideal candidates will have a university degree or equivalent experience, proven leadership in customer-facing operations, and fluency in Spanish and English, with a track record of delivering

Qualifications

• University degree in a relevant field or proven equivalent experience.
• Proven senior leadership in Customer Service or complex operations.
• Ability to translate strategy into measurable business results.

Responsibilities

• Lead the Customer Service organization to deliver outstanding customer experience and operational excellence.
• Define and execute the Customer Service strategy aligned with country and regional priorities.
• Drive continuous improvement leveraging AI, automation, and digitalization across service models.
• Position Customer Service as a strategic partner contributing to loyalty, growth and differentiation.
• Collaborate with functions to leverage insights and drive end-to-end experience improvements.
• Develop and empower teams, fostering a culture of customer centricity and accountability.
• Drive performance, budgeting and resource planning with measurable results.
• Influence across functions, countries and regions with best practices.

Skills

Senior leadership

Customer service

Strategic planning

Change management

Digital mindset

Stakeholder influencing

Multicultural experience

Bilingual Spanish/English

Education

University degree

Tools

AI

Automation

Job description

Main Accountabilities

Reporting to Spain Country Manager, with a dotted line to Regional Customer Service Direction.

• Lead the Customer Service organization, ensuring outstanding customer experience, operational excellence, employee engagement and sustainable business results.


• Define and execute the Customer Service strategy, aligned with country and regional priorities, anticipating evolving customer expectations and business needs.


• Drive continuous improvement and transformation, leveraging innovation, digitalization, AI, automation and new service models to enhance customer experience, operational performance and business value.


• Position Customer Service as a strategic business partner, contributing to customer loyalty, retention, commercial growth and competitive differentiation.


• Collaborate with other functions to leverage customer insights, identify improvement opportunities and contribute to a seamless end-to-end customer experience.


• Develop and empower high-performing teams and future leaders, fostering a culture of customer centricity, accountability, collaboration and continuous improvement.


• Drive performance, productivity, resource planning and budgets, ensuring measurable results and effective execution.


• Influence and collaborate across functions, countries and regional teams, leveraging best practices and contributing to international initiatives.


• Ensure compliance with DHL policies, standards and applicable regulatory requirements.


• Act in accordance with DHL Express internal procedures related to Health & Safety, Security, Quality, Environment, and Energy Management.

Candidate Profile

• University degree and/or proven experience and specialized training in Sales, Business Management, Customer Experience, or related disciplines.


• Proven senior leadership experience in Customer Service or complex customer-facing operations.


• Proven ability to define and execute strategy, anticipate future challenges and translate strategic priorities into measurable business results.


• Demonstrated track record of leading transformation, delivering operational excellence and developing high-performing teams.


• Strong customer and commercial orientation, with the ability to balance customer experience, employee engagement and business performance.


• Innovation and digital mindset, with an understanding of AI, automation and emerging service technologies.


• Inspirational people leader with excellent communication, change management and stakeholder influencing skills.


• Experience in international, multicultural and matrix organizations.


• Fluent Spanish and English.


• DHL Leadership Attributes: Being Results Oriented, Leveraging Strengths, Providing Purpose, Having and Creating Trust, Focusing on Clear Priorities, Being Positive about Challenges, Uncertainty and Change, Having the Will to Win, and Acting as an Entrepreneur in our Network.

Job Site

Madrid