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Customer Service Director Spain

On-site in Madrid·Added today (last checked 30 Oct)

DHL

30 open roles

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Our summary

Work mode: On-site, Madrid
Spanish: Fluent
English: Required
Experience: Senior level
Education: University degree

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Skills

Requirements

What we're looking for

University degree and/or proven experience and specialized training in Sales, Business Management, Customer Experience, or related disciplines.
Proven senior leadership experience in Customer Service or complex customer-facing operations.
Proven ability to define and execute strategy, anticipate future challenges and translate strategic priorities into measurable business results.
Demonstrated track record of leading transformation, delivering operational excellence and developing high-performing teams.
Strong customer and commercial orientation, with the ability to balance customer experience, employee engagement and business performance.
Innovation and digital mindset, with an understanding of AI, automation and emerging service technologies.
Inspirational people leader with excellent communication, change management and stakeholder influencing skills.
Experience in international, multicultural and matrix organizations.

Languages

Fluent Spanish and English.

The role

What you'll do

Lead the Customer Service organization, ensuring outstanding customer experience, operational excellence, employee engagement and sustainable business results.
Define and execute the Customer Service strategy, aligned with country and regional priorities, anticipating evolving customer expectations and business needs.
Drive continuous improvement and transformation, leveraging innovation, digitalization, AI, automation and new service models to enhance customer experience, operational performance and business value.
Position Customer Service as a strategic business partner, contributing to customer loyalty, retention, commercial growth and competitive differentiation.
Collaborate with other functions to leverage customer insights, identify improvement opportunities and contribute to a seamless end-to-end customer experience.
Develop and empower high-performing teams and future leaders, fostering a culture of customer centricity, accountability, collaboration and continuous improvement.
Drive performance, productivity, resource planning and budgets, ensuring measurable results and effective execution.
Influence and collaborate across functions, countries and regional teams, leveraging best practices and contributing to international initiatives.
Ensure compliance with DHL policies, standards and applicable regulatory requirements.
Act in accordance with DHL Express internal procedures related to Health & Safety, Security, Quality, Environment, and Energy Management.

How you'll work

Job Site: Madrid

DHL Leadership Attributes

DHL Leadership Attributes: Being Results Oriented, Leveraging Strengths, Providing Purpose, Having and Creating Trust, Focusing on Clear Priorities, Being Positive about Challenges, Uncertainty and Change, Having the Will to Win, and Acting as an Entrepreneur in our Network.

About DHL

DHL is the world's leading logistics and express delivery company, operating a global network that connects people and businesses across more than 220 countries and territories. As a division of the German logistics giant Deutsche Post DHL Group, the company provides a comprehensive range of services including international express, freight transportation (air, ocean, road, and rail), contract logistics, and e-commerce solutions. With a workforce of hundreds of thousands of employees worldwide, DHL is a category-defining brand in the logistics industry, known for its reliability, speed, and extensive global reach.

In Spain, DHL has a strong and established presence with offices and operations in major cities including Madrid, Barcelona, Valencia, and Vitoria, among others. The company offers a wide range of roles in logistics operations, customer service, sales, and corporate functions, making it a significant employer for both local and international talent. DHL's work culture emphasizes innovation, sustainability, and employee development, with programs like the Graduate Program and Talent Bank designed to nurture future leaders. For international professionals, DHL Spain offers opportunities to work in a truly global environment, with the chance to build a career across borders and gain exposure to diverse logistics operations.

Industry: Logistics
Founded: 1969
Employees: 500,000+
Headquarters: Bonn, Germany
In Spain: Madrid, Barcelona, Valencia and 1 more

Good to know if you are moving

DHL is a global company with operations in over 220 countries, offering international professionals the chance to work in a truly global environment.
The company has a strong presence in Spain with offices in Madrid, Barcelona, Valencia, and Vitoria, providing a wide range of roles from operations to corporate functions.
DHL offers structured graduate programs and internships in Spain, such as the 'Programa Graduate' and 'Contrato en prácticas', which are excellent entry points for international talent.
As a German-headquartered company, DHL provides a multicultural work environment, with English often used as the corporate language, making it accessible for non-Spanish speakers.
DHL is known for its strong commitment to employee development and offers clear career progression paths, both within Spain and internationally.