We are currently seeking for the Head of Cross Border to join DHL eCommerce Thailand!
Due to aggressive expansion plan, we are looking for a high caliber leader to assume the role of Head of Cross Border and lead our International ecommerce parcel delivery business unit to capitalize on the massive growth opportunity of ecommerce market. The Head of Cross Border will be responsible for the business unit P&L, driving the growth and development of overall business through comprehensive business plan and strategy. The role will focus on expanding customer base, developing new product capability and extending the reach to targeted customers who engage in international ecommerce business.
Essential Duties and Responsibilities
Fully accountable for the local country P&L results and performance.
Formulate business plan, strategy/action plan and align internal resources towards delivering target result
Develop dynamic, motivating and engaging team on a strong organization culture platform. Cultivate teamwork, customer-centric mindset and performance culture
Champion product development to meet customer requirement and ensure competitiveness
Establish go-to-market and sales strategy to capitalize on the market opportunity and gain market share. Undertake leadership role in top level account sales initiatives.
Employ strong sales management process. Develop competent sales organization through hand-on recruitment, onboarding, on-the-job training and coaching. Actively involved in development of customer strategy and provide support in customer acquisition process.
Design, implement operations processes and performance management system to ensure high service quality. Manage and develop relationship and performance of service providers/sub-contractors
Deliver differentiated service quality through development of professional customer service team and process
Effectively manage cost and drive lean and continuous improvement mindset
Work cross-functionally with key stakeholders locally, regionally and across different divisions within DHL group.
Desired Skills / Qualifications
Minimum 5 years experience in General Management or Sales Management in national capacity
Strong blend of performance management and business development skill, with ability to conceptualize and implement initiatives in fast-paced ecommerce market
Excellent communication, interpersonal ability and stakeholder management skill
Good command of English
Outstanding leadership trait. Ambitious, passionate and result-oriented individual
Contribute to the team effectiveness of cross-functional projects.
Minimum Educational Qualification
Bachelors Degree in Business Management or a commercially oriented subject
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases