VP AF & SF Customer Excellence & Digital Transformation & Innovation (IMEA)
Hellmann
وصف الوظيفة
Role Overview
Vice President AF & SF Customer Excellence & Digital Transformation & Innovation (IMEA) at Hellmann, based in the IMEA region. This is a senior leadership role accountable for delivering seamless, differentiated customer experience while driving digital transformation across Airfreight and Seafreight.
Company Overview
Hellmann is a global logistics company with approximately 14,000 employees across more than 241 locations worldwide. The company culture is built on four core values: Caring, Entrepreneurial, Forward-Thinking, and Reliable.
Role Purpose
The Vice President combines customer implementation, operational account management, and digital innovation leadership to translate strategy into measurable business and customer outcomes. Acting as a key interface between Products, IT&D, and regional stakeholders, the role ensures Customer Excellence and digital initiatives align fully with market, customer, and growth priorities.
Key Responsibilities
Customer Excellence & Regional Leadership
- Own the end-to-end customer journey across IMEA from quote through delivery and invoice.
- Set and enforce regional service standards.
- Conduct customer site visits, Customer Excellence reviews, and escalation resolution for strategic accounts.
- Represent the IMEA customer voice to regional global product and technology teams.
- Drive measurable adoption of customer-facing digital tools including Smart Visibility, reporting dashboards, and customer portal.
Customer Implementation
- Lead the regional Customer Implementation practice with structured onboarding from commercial handover to steady-state operations.
- Own the implementation methodology spanning RFQ to Customer Performance lifecycle, EDI/API connectivity, SOP creation, Operator Training, go-live validation, and hypercare.
- Measure and continuously improve implementation speed and quality.
- Partner with Sales to compress time-to-revenue on new wins.
Operational Account Management
- Direct leadership of Operational Account Management teams across IMEA.
- Own account assignment, service tiering, QBR cadence, and exception management for the region's key accounts.
- Build the model where Operational Account Managers operate as strategic advisors proactively managing account health rather than reacting to failures.
- Track and report Operational Account Management coverage, account health scores, and operational KPIs to regional and global leadership.
Digital Enablement & Innovation
- Govern the IMEA digital product portfolio in coordination with the regional IT VP and global CIODO office.
- Prioritize and deliver the digital roadmap together with OpsEx and IT with measurable ROI.
- Drive continuous improvement across operational processes using digital tools and automation including RPA and OCR.
- Identify and deploy technology that directly improves Customer Implementation and Operational Account Management performance, including automation, AI-assisted exception detection, milestone reporting, and customer communication.
People Leadership
- Build, coach, and develop Customer Implementation specialists and Operational Account Managers across IMEA.
- Define hiring standards, capability frameworks, and development paths for both functions.
Qualifications & Experience
- 12+ years in digital transformation, technology, or Customer Excellence leadership.
- Minimum 5 years at senior level in logistics or supply chain.
- Proven track record delivering large-scale digital programs.
- Experience with freight forwarding platforms including CargoWise, Transportation Management Systems, and APIs.
- Bachelor's degree in Technology, Business, or Engineering; MBA preferred.
Additional Information
- Strong team spirit and collaborative work environment.
- Safe, multicultural, and inclusive workplace.
- Individual opportunities for growth and development.
- Hellmann is committed to inclusion and social diversity regardless of gender, age, disabilities, religion, ethnic origin, or sexual identity.