Senior Manager Process, Development & Programs, Customer Service, MENA Full Time NEW

Would you like to become part of the world’s most international company in the world?

A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.

Join our team and discover how an international network that’s focused on service, quality and sustainability, is able to connect people and improve lives through the power of global trade. And not just for our customers, but for every member of our team too. To learn more about our culture, motivated people and our purpose, please visit www.dpdhl.jobs/express

Do you want to make a difference? Then come to our “Insanely Customer Centric” Team and become a Certified International Specialist!

Overall Role Purpose

Senior Manager Process and Programs is accountable for the implementation of Customer Service processes including global CS process standardization & cross-functional support initiatives to ensure world class service is delivered to customers at every CS touchpoint supporting the Company’s strategic plan and business imperatives through differentiation by Customer Service.

Your Tasks:

Process Development, Standardization & Continuous Improvement

• Lead the design, standardization, and harmonization of Customer Service processes, standards, programs across MENA
• Develop, maintain, and continuously enhance Global Customer Service Processes, Standards, and Reference Guides to ensure relevance in a dynamic business environment
• Identify best demonstrated practices and improvement opportunities, providing structured recommendations to stakeholders
• Drive digitalization initiatives to eliminate manual and redundant processes and improve efficiency
• Support continuous improvement initiatives across Customer Service and First Choice/ICCC teams

Program & Project Management

• Lead and manage the end-to-end delivery of regional Customer Service programs and projects
• Define project plans, manage timelines, resources, risks, and interdependencies to ensure successful delivery
• Act as the Customer Service lead for cross-functional projects

Stakeholders Management & Governance

• Act as the focal point and catalyst for Customer Service across MENA
• Ensure alignment and collaboration cross-functionally and between stakeholders
• Represent regional priorities and requirements in global forums
• Collaborate with country and regional stakeholders to drive initiatives aligned with business objectives
• Drive cost efficiency and productivity optimization initiatives across MENA
• Support governance through audits, performance reviews, and Centre of Excellence (CoE) certification activities

Customer Experience & Service Excellence

• Drive customer satisfaction by embedding best-in-class service standards
• Translate customer feedback (ICCC+, Customer Interaction Study, VOC insights) into actionable improvements
• Ensure adherence to Customer Service processes and CoE standards across countries
• Act as escalation point for complex customer issues and critical shipment-related incidents

Vendor & Consulting Management

• Manage internal and external consulting partners to deliver projects on time, within budget, and aligned with business requirements
• Ensure effective communication, transparency on progress, and risk management
• Oversee quality and impact of deliverables to support transformation objectives

Talent Development & Engagement

• Support the development of Customer Service-learning curricula and capability-building initiatives
• Deliver and contribute to training programs, including CIS and other development initiatives
• Build organizational capability in process excellence, analytics, and customer-centric practices
• Support attraction, development, and retention of top Customer Service talents

Customer Service Operations Support

• Support countries in maintaining adherence to Customer Service processes and operational standards
• Identify operational gaps and drive improvement actions
• Promote a high-performance culture focused on continuous improvement and customer excellence
• Contribute to the effectiveness of day-to-day Customer Service operations when required

Growth Enablement

• Identify and promote opportunities for revenue generation through Customer Service channels
• Support cross-sell and upsell and other growth initiatives in alignment with organization strategy

Additional Support

• Support the Regional Head in fostering a high-performance service culture by evaluating compliance with processes and establishing KPIs that drive quality performance across the region.
• Ensure effective prioritization and optimal allocation of resources and staff across countries and departments.
• Support customers service sub-functions Performance Excellence, Tools & Tech when needed.

Your Profile:

• University degree. MBA is a plus
• Excellent Communication skills
• Proficiency in data analysis and visualization tools (PowerBI..etc)
• Strong collaboration and teamwork skills
• Excellent Software skills (Microsoft and AI tools
• Knowledge/Experience in Business Process Model, Project Management is a plus
• Language Requirements: English (Proficiency), Arabic (Proficiency is a plus)

Our Offer:

• Strong career support in an international environment.
• Great culture and colleagues.
• Multifarious benefit programm.

Do you see a personal challenge in these versatile and responsible tasks? Then apply now!

We look forward to receiving your application!