Spain Customer Service Director: CX Transformation

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

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