Head of Digital Engagement and Loyalty (m/f/d)

**DHL Express - a company that connects people!** ================================================= What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world. DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal commitment – to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. **Start YOUR career with DHL today.** **Job Purpose** In this role, you will lead the transformation of digital capabilities and interactions across the Manage Value Stream, delivering seamless, personalized and increasingly intelligent digital experiences that help customers maximize the value of their relationship with DHL Express. This includes orchestrating a unified digital experience across account management, digital wallets, invoicing, payments, and customer support, in close collaboration with the accountable business functions. You will drive the continuous evolution of the Manage Value Stream and its digital customer journeys, maximizing customer value and enabling customers to expand their international trade through innovative digital experiences, contributing to NorthStar's ambition of delivering a best-in-class digital customer experience. **How will you contribute to the success of DHL?** ================================================== * Define and lead the strategy, vision and evolution of digital capabilities and customer experiences across the Manage Value Stream, aligned with business priorities and the ambition to deliver a best-in-class digital customer experience. * Continuously optimize the experience across these digital customer journeys, reducing friction and improving customer effort, satisfaction, digital engagement and digital loyalty through customer insights and performance data. * Identify opportunities to deepen digital engagement, strengthen digital loyalty and expand digital customer value through adoption of relevant capabilities, including digital wallets and emerging customer value propositions. * Lead the evolution of digital engagement capabilities and the orchestration of contextual, personalized and increasingly intelligent digital interactions across the digital customer experience. * Shape and drive the unified digital customer support strategy in partnership with Customer Service and other accountable business functions, connecting relevant assistance, expertise and emerging technologies into seamless digital customer journeys while respecting functional ownership. * Collaborate with other DCS domains and business functions to deliver a seamless, consistent end-to-end digital customer experience. * Define and own success metrics for digital loyalty and digital engagement, establishing clear KPIs and performance targets across the Manage Val