Spain Customer Service Director: Strategy & Transformation

DHL Group; Madrid; On-site; EUR 110,000 - 170,000; Full time

Job summary

DHL Group is seeking a senior Customer Service leader to guide a high‑performing team in Madrid. You will shape the customer experience strategy, align with regional priorities, and drive operational excellence across the function.

Ideal candidates bring proven leadership in customer service within international settings, with a strong track record of transformation, innovation, and cross‑functional collaboration to deliver measurable business results.

Qualifications

• Senior leadership experience in customer service or complex operations.
• Proven ability to translate strategy into measurable results.
• Strong focus on customer experience and business performance.

Responsibilities

• Lead the Customer Service organization, ensuring outstanding customer experience and operational excellence.
• Define and execute the Customer Service strategy aligned with priorities.
• Drive transformation leveraging AI, automation and digital service models.

Skills

Senior leadership

Strategic thinking

Customer experience

Change management

Education

University degree or equivalent

Job description

DHL Group is seeking a senior Customer Service leader to guide a high‑performing team in Madrid. You will shape the customer experience strategy, align with regional priorities, and drive operational excellence across the function.

Ideal candidates bring proven leadership in customer service within international settings, with a strong track record of transformation, innovation, and cross‑functional collaboration to deliver measurable business results.