Regional Front Office Manager @ DHL Global Forwarding at DHL Global Forwarding

Flemish Brabant

Overall Job Purpose:

  • Manage the overall customer transformation on tactical and operational level for EMEA region

Main tasks & key responsibilities:

  • Owns customer relationship for DGF for EMEA
  • Manages LLP team supporting the customer on an EMEA regional level
  • Pro-actively manages client engagement through close contact with project owners and key customer contacts, responsible for escalations within own regions
  • Implements contractual agreements, maintains and improves them constantly e.g., SOPs within own region
  • Drives regional operational performance, standardization, efficiency/ automation, and quality through thorough analysis of relevant data
  • Manages carriers/ DHL stations(performance reviews, delays and alternatives,improvements, station interaction)
  • Manages communication streams (Customer, LLP control towers, 3PLs incl DHL)
  • Prepares and executes customer review meetings within own regions, support and partially executes global review meetings
  • Oversees/ supports root cause and corrective action development and implementation in case of service failures
  • Collaborates with internal cross-functional teams to establish goals and objectives in order to deliver client requirements
  • Leverages best practices with goal to improve customer/LLP processes leading to cost savings and efficiencies
  • Provides coaching/ training to operations and customers
  • Collaborates with other regional FOMs / Control Towers and global Control Tower team incl. Shared Service Center as needed
  • Drives global projects e.g., process standardization


  • Knowledge of operational management, TMS systems, EDI data flow, logistics management- apps, quality & performance mgmt
  • Knowledge and experience in change/ project mgmt
  • Process design/ optimization capabilities
  • Strong communication skills
  • Strong interpersonal and social skills across cultural boundaries
  • Experience in dealing with Blue Chip companies
  • Stakeholder management skills
  • Analytical skills and practical insight to identify business process improvement opportunities

We are looking forward to your application,