Head of Air Freight Customer Operations, Asia Pacific

DHL GLOBAL FORWARDING (SINGAPORE) PTE. LTD.; Singapore; Presencial; SGD 260 000 - 380 000; Tempo integral

Resumo da oferta

DHL GLOBAL FORWARDING (SINGAPORE) PTE. LTD. seeks a senior leader to head APAC Customer Operations & Control Tower, driving strategy, governance, and capability development across Asia Pacific.

You will oversee regional performance, VOC, and escalation management to protect revenue, improve retention, and elevate service quality. You will spearhead cross-functional initiatives with Operations, Sales, Product, and Country Management to deliver scalable and consistent customer experiences and

Qualificações

• Bachelor's degree or equivalent.
• 8+ years of experience in Air Freight Forwarding or related logistics sector.
• Experience in multinational environments and large corporate settings.
• Proven leadership with track record of delivering business results.
• Proven ability to lead, coach, and develop teams across geographies.
• Strong customer network and relationship-management skills.
• Excellent stakeholder management with influence across functions and regions.

Responsabilidades

• Lead APAC Customer Operations & Control Tower strategy, governance and capability development across the region.
• Own regional customer performance governance for strategic and multinational customers; establish health frameworks and reviews.
• Oversee major customer escalations; chair regional escalation reviews and ensure timely recovery.
• Drive regional operational excellence by turning issues into improvement programs with cross-functional teams.
• Own VOC governance and translate feedback into operational and product improvements.
• Lead incident and risk governance during major disruptions; coordinate regional recovery actions.
• Develop executive dashboards and analytics to improve customer experience and operational performance.

Conhecimentos

Leadership

Stakeholder management

Customer experience

Change management

Data-driven decision making

Formação académica

Bachelor's degree or equivalent

Descrição da oferta de emprego

Job Purpose

Lead the APAC CustomerOperations & Control Tower organisation, ensuring consistent customerexperience, proactive issue management, operational excellence, and scalableservice delivery across the region, in close alignment with global priorities.Act as the regional Voice of the Customer and drive customer performance,escalation management, operational improvement, and control tower maturity tosupport growth, retention, and service quality objectives.

Key Responsibilities

1. Regional Customer Operations & Control Tower Leadership
   Lead APAC Customer Operations & Control Tower strategy, governance, standards, and capability development.
   Ensure consistent execution, customer experience, and service delivery across the region.
   Drive adoption of global standards, control tower operating models, SQI governance, and digital customer solutions.
2. Customer Performance & Strategic Account Governance
   Own regional customer performance governance for strategic and multinational customers.
   Establish customer health frameworks, risk indicators, and performance reviews.
   Partner with Sales, Product, and Country Management to protect revenue, improve retention, and strengthen customer relationships.
3. Escalation & Service Recovery Leadership
   Own governance of major customer escalations across APAC.
   Chair regional escalation reviews and ensure timely recovery and closure.
   Drive accountability for corrective actions and eliminate recurring customer issues.
   Serve as senior escalation point for critical customer and service failures.
4. Operational Excellence & Continuous Improvement
   Convert customer issues and service failures into regional improvement programmes.
   Lead cross-functional root cause analysis and corrective actions.
   Partner with Operations, SCM & Gateways, Flight Operations, Product, and Process Excellence to improve service reliability and customer outcomes.
5. Voice of Customer (VOC)
   Own regional VOC governance, customer feedback trends, and customer experience insights.
   Translate customer feedback into operational, product, and digital improvement priorities.
   Promote a customer-centric culture across the region.
6. Major Incident & Risk Management
   Lead customer communication and governance during major disruptions and crises.
   Coordinate regional recovery actions for strategic customers and cross-country incidents.
   Ensure consistent and transparent customer communications during critical events.
7. Performance Analytics & Customer Intelligence
   Own APAC customer performance, escalation, SQI, VOC, and customer health reporting.
   Develop executive dashboards and predictive risk indicators.
   Provide actionable insights to improve customer experience and operational performance.

Qualifications & Key Requirements

• Bachelor's degree or equivalent.
• More than 8 years of experience in the Air Freight Forwarding industry.
• Experience working in a multinational environment and a large corporate organization.
• Proven leadership experience with a successful track record of delivering business results
• Proven track record in people management, including leadership, motivation, coaching, and people development.
• Strong customer network and relationship management skills.
• Strong stakeholder management skills with the ability to influence and collaborate with senior leaders across functions and geographies.