Customer Solutions Program Manager



COME JOIN THE WORLD’S MOST INTERNATIONAL COMPANY A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. DHL UAE is the recognized market leader in Express logistics and an Employer of Choice – ranked consistently as Great Place To Work in the UAE for 6 consecutive years, with a 2019 global ranking at #4! 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 ABOUT THE ROLE Lead the day-to-day support and management of Blockchain initiative including application deployment, internal and external partners and supplier management, business planning and reporting, driving customer relationships and performance of blockchain solution in the Pre and After-Sales environment to increase customer loyalty and retention, as well as ensuring performance targets are met and exceeded. Perform process & technical gap analysis. Driving alignment with internal domain experts and development of standards to enable solution adaptation globally. Supervise and be personally involved in system testing; user acceptance testing; technical training’s. Drive ecommerce KPI’s and timely delivery of Customer Solution. YOUR TASKS • Provide consultative advisory service on Blockchain solution • Carry out a gap analysis with respect to a specific customer requirement or mapping to business process. • Propose a solution to meet any shortfall, work with external vendors and partners to develop solutions. • Ensure Customer Solutions and ecommerce application deployments meet regional standards and quality assurance guidelines. • Design, develop and deliver training in the implementation and technical support of the blockcahin solution and versions when required. • Prepare operating procedures and installation checklists to enable country level ecommerce support staff to perform subsequent installation, upgrades and training for in-country / customer deployments. • Participate in technical design reviews and third party software evaluation • Act as the Customer’s Single Point of Contact where agreed through DHL/ Customer conference calls and /or face to face meetings. • Drive excellence in Customer relation and Project Management environment • Build and manage appropriate reporting, including Monthly and Quarterly business reviews. Business intelligence and product development. • Drive and Lead and work with cross functional project teams to plan and implement new features, allocate resources and to clarify all roles & responsibilities (Customer Operations ,Customer Service , Hub and Gateways, Account Management ,ITS, Finance and Billing) to meet Customers’ requirements. • Lead work with Corporate Blockchain CoE on solution development and integration in the global product offering. • Ensure all program management related information is understood and followed up: pre-post implementation, resources allocation, roles, responsibilities, issue resolution, data, analysis of roots causes, etc. • Provide the day to day management of Customer Implementations and Programs with associated reporting as assigned. • Ensure that accurate and up to date control mechanisms on projects / program cost, milestone achievement and realization of business benefit • Ensure all new ecommerce applications and/or new releases (incl Blockchain) are tested and obtained sign-off prior to implementation. • Provide customer support on Integration tools i.e. XML-PI, EDI technologies inline with the design of blockchain solution. • Provide root cause analysis for any deviations from agreed KPIS with Customers, vendors and partners. • Provide feedback, coaching and direction on customer relationship management, business planning, reporting and in implementation and after sales area to ensure effective service levels associated with the blockchain solution. • Ensure agreed SOP’s are regularly reviewed and updated and processes are current and continue to meet customer requirements • Assist assigned resources with prioritisation process and time management maximization • Ensure all administrative and reporting requirements are met daily, monthly, Quarterly are met for both the Customer and any Internal function • Conduct performance coaching/reporting and weekly ,Monthly Quarterly reviews both for customers and assigned internal resources as required • Drive performance improvement initiatives using First Choice methodologies and best practices to reduce costs, increase revenue, impact productivity • Working with other DHL Countries in the network and Regional office to adopt and implement new ideas. • Work with other DHL entities globally to promote solution adaptation globally (including external and internal presentations, participation in meetings) • Continue to keep abreast of industry trends. Use this information to ensure that we are working with partners that enable that DHL to offer the best offering for our customers in the market. • Manage all customer-related information by communication to the selling team around specific customers as well as in sales systems so that other DHL staff can access customer and territory information • Incumbent has no direct reports and authority over country line and functional personnel. Nevertheless he/she must be able to demonstrate ability to influence decisions/actions through provision of value-added inputs into DPDHL business processes. YOUR PROFILE • Excellent cross functional/multi disciplinary project management skills • Miminum 3-5 years in Project Management • Excellent written and verbal Communication Skills, including creating and delivering presentations and workshops. • Strong analytical skills • Industry knowledge of the e-Commerce sector • Experience in implementing and supporting Customer integration solutions, ecommerce and related projects. • Business process knowledge – domain or industry related. • Customer and end-user focused. • Creative problem solving skills and an ability to work conceptually. • Able to achieve results through influencing others. • Proven ability to work under pressure in a fast paced, time sensitive environment • Demonstrated ability to use initiative/judgment to solve job related issues • WHAT WE OFFER • Strong career support in an international environment • Experience working with DHL Express in a tier 1 country & the challenges it brings to your role • In the UAE, you get to work in a diverse work environment with colleagues from across the world and take part in ample employee engagement activities Do you see a personal challenge in these versatile and responsible tasks? Then apply now! We look forward to receiving your application

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Typical Pay for this Type of Work

AED 130per hour (median)
Solution Delivery Manager
Based on local employers
DHL Express