Customer Care Manager

About the role

DHL Express Colombia seeks a strategic leader to drive customer experience, people development and operational excellence. The Customer Care Manager will shape and execute the Customer Care strategy across Colombia.

Key responsibilities

• Develop, implement and monitor the Customer Care strategy aligned with local, regional and global DHL objectives.
• Lead, coach and develop supervisors, specialists and teams to achieve outstanding performance and engagement.
• Drive customer experience initiatives, managing metrics such as NPS, Voice of Customer, Quality, Complaints, Claims and Traces.
• Lead continuous improvement, Lean, automation and digital transformation projects.
• Ensure compliance with DHL global standards, COE, ISO requirements and operational governance frameworks.
• Manage the department budget while contributing to revenue growth, cost optimisation and EBIT objectives.
• Partner with Operations, Sales, Finance, Customs, IT, HR and other stakeholders to deliver business results.

Required profile

• Bachelor's degree in Business Administration, Industrial Engineering, International Business or related fields.
• Advanced English proficiency.
• Minimum 5 years experience leading Customer Service, Customer Experience or Operational teams.
• Minimum 3 years experience leading leaders and supervisors.
• Proven experience managing KPIs, process transformation and strategic projects.

Required skills

• Power BI
• CRM platforms
• Contact Center systems
• Data analysis tools