Digitalization Manager - Customer Service Bardi

Digitalization Manager - Customer Service
Bardi
Emilia Romagna, Bardi

DIGITALIZATION MANAGER - CUSTOMER SERVICE**:

**WOULD YOU LIKE TO JOIN THE MOST INTERNATIONAL COMPANY IN THE WORLD?

**:

- DHL Express Italy_, the world's leading express and logistics company, part of the Deutsche Post DHL Group, awarded No. 1 World's Best Workplace 2021, is looking for a **Digitalization Manager** to join the Business Optimization & Development team within the **Customer Service Department**.

**POSITION**:

**Overall purpose**:

- Coordinate and participate in the design and implementation of digitalization related initiatives;

- Coordinate and deliver programs/projects that enhance Customer Service effectiveness and efficiency and enable management of information and processes for decision-making in line with current/ future business needs.

Research and evaluate feasibility to implement industry/CS best innovation practices.

**Key Responsibilities**:

- Design and Customer Service Italy Digitalization journey, capitalizing on current local, regional and global roadmap, as well as CS market best practices.

- Coordinate and project manage the roll-out of a digital contact center

- Perform** **optimization in different processes and CS Teams to identify digitalization opportunities and research technological solutions for current pain points.

- Define project plans, timelines and budgets for assigned projects and initiatives to improve current/ future CS effectiveness and efficiency.

- Track and ensure timely delivery of ongoing Loca/Regional projects through use of project management tools, defined KPIs, scorecards and dashboards.

- Review accuracy and timely preparation of regular reports, special reports, scorecards, etc.

**Stakeholders**:

- Influence others outside of own job area regarding innovation and digitalization

- Develop strong, trusting relationships with business leaders across DHL Express Italy and Regional/Global CS and IT Teams.

- Cooperate with and coordinate 3rd parties e. g.

external service providers.

- Advise key stakeholders on processes, systems and tools.

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**PROFILE**:

**Experience and academic background**:

- Bachelor's Degree, preferably a degree in Business IT, Business Administration or equivalent experience

- Preferred 3-5 years job experience in Business IT, Management, Strategy, Digitalization/Transformation roles

- Project management experience

**Languages**:

- Fluent written and spoken English (advanced)

- Fluent written and spoken Italian (native or equivalent)

**Soft skills**:

- Digital acumen paired with enthusiasm for the latest digital evolutions

- Strong communication, interpersonal and influencing skills

- People-oriented and stakeholder focused

- Excellent Strategic thinking and the ability to turn concepts /ideas into deliverables

- Proactive and innovative thinking

- Analytical with an eye for detail

- Result-oriented and make timely and appropriate choices based on accurate analysis and experience

- Ability to multitask and work under tight timeline and pressure

- Distinct leadership skills with the ability to listen and act with limited oversight to bring the correct involved parties into play at the right time

**WHAT'S NEXT?

**:

- If your CV has been shortlisted, you will receive an invitation to conduct a video interview.

You will then receive further details.

**MORE INFORMATION**:

- **Workplace**: Innovation Campus, Peschiera Borromeo (MI)

- **Working time**: Full-time

- **Report to**: Head of Business Optimization and Development, with dotted-line to the CS Managing Director

- **Employment contract**: permanent placement

- **Salary package**: commensurate with the level of experience

The career path in DHL is an exciting journey in which you will encounter changes, new responsibilities, different locations and where you can expand your skills and knowledge.

**_CONNECTING PEOPLE.

IMPROVING LIVES_