We are seeking a proactive and solutions‑driven professional to oversee end‑to‑end customer processes, lead change initiatives, and drive continuous improvement. In this role, you will partner closely with both customers and internal stakeholders to optimise processes, enhance service performance, and identify cost‑saving opportunities. You will also support account growth planning, maintain best‑practice frameworks, and manage KPI and performance data to enable service and cost excellence across the account.
Performance Management
- Lead cost benchmarking exercises and both internal and customer‑focused workshops to identify opportunities for process optimisation and cost efficiency.
- Identify service enhancement and revenue development opportunities through strategic planning forums with customers.
- Map and document business workflows, system processes, and operational procedures, including interactions between DHL systems and customer systems.
- Work closely with Business Process Managers, Program Managers, and cross‑Business Unit stakeholders to deliver cross‑functional initiatives and develop detailed cost simulations.
Relationship Management
- Serve as the Single Point of Contact for the assigned Supply Chain customer, coordinating and aligning project activities across functions and countries.
- Collaborate with customers and internal stakeholders to refine, enhance, or scale business processes and system configurations to ensure sustainable solution delivery.
- Evaluate and recommend changes to the operating model in line with evolving customer needs.
- Provide consultative advisory support to help customers optimise their operations, processes, and system capabilities.
Continuous Improvement
- Conduct benchmarking analyses and workshops to identify areas for operational and cost improvement.
- Identify service or system capability gaps through comprehensive assessment of customer requirements versus DHL capabilities, and develop targeted improvement plans.
- Re‑engineer and re‑map processes to support new business requirements and evolving customer demands.
- Drive continuous improvement and cost‑saving initiatives proactively across the account.
- Build and roll out structured benchmarking frameworks to support ongoing improvements in operational performance and cost optimisation.
Requirements
- Minimum 5 to 8 years of experience in supply chain operations, with exposure to project management, operational environments, or customer‑facing roles.
- Bachelor's or Master's degree a specialization in Logistics or Information Technology is an added advantage.
- Strong ability to operate, influence, and collaborate effectively within a cross‑functional or matrix organisation.
- Strong proficiency in Microsoft PowerPoint and Excel, with the ability to create advanced analyses, reports, and presentations.
- Proven capability to work with multiple stakeholders and drive tasks to completion in complex environments.
- Project Management certification (e.g., PMP, PRINCE2) is an advantage.
- Experience managing or contributing to strategic projects consulting experience is an added advantage.
- Experience in process engineering, solution redesign, benchmarking, and operational excellence initiatives is advantageous.
- Six Sigma project experience (Green Belt or equivalent) is a plus.
