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 transportation and logistics services company, part of the Deutsche Post DHL Group, for the second year in a row awarded No.

1 World's Great Place to Work, seeks a **Digitalization Manager - Customer Service.

Reporting to the _Head of Business Optimization and Development_, with dotted-line to the _CS Managing Director_, will be responsible for implementing, coordinating and supervising all local, regional and global CS digitalization initiatives, together with the Business Optimization and Development team, with the aim of improving our efficiency through the use of technology with a view to continuous improvement.

**POSITION**:

**Overall purpose**:

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

- Coordinate and deliver programs/projects that enhance Customer Experience and improve Customer Service effectiveness and efficiency;

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

**Key Responsibilities**:

- Design and enhance the 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 new digital projects and tools, in line with the strategic project portfolio of the CS organization

- 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.

**PROFILE**:

**Experience and academic background**:

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

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

- Solid project management experience.

**Languages**:

- Fluent written and spoken English (advanced)

- Fluent written and spoken Italian (advanced)

**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 and then our HR Team will contact you to provide further details.

**MORE INFORMATION**:

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

- **Schedule**: Full-time

- **Employment contract**: permanent placement

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

**_CONNECTING PEOPLE.

IMPROVING LIVES_**: