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Role Purpose:
The Program Director Digital Partners is responsible for technology and relationship management of select Digital Solution Providers (DSPs) eg: Shopify, Centiro, ShipStation, QAD etc. Digital Solution Providers facilitate €1.8b of annual revenue for DHL Express as of 2025.
The Digital Partner Program has been identified and validated as a key 2030 high revenue growth opportunity globally for DHL Express. Technology and integration of Digital Solution Providers to DHL Express is a key enabler to access this growth opportunity.
The Program Director Digital Partners is responsible for the technology enablement of Digital Solution Providers - which includes, but is not limited to, Onboarding, Certification, Development Support, Partner Tech Relationship Management and Performance Analysis.
Technology enablement is supported by local country Customer / Partner Facing IT consultants. The Program Director Digital Partners is responsible to coach, train, lead and support country CFIT consultants and to ensure Global processes and standards are understood and applied to developments and integrations for their DSP portfolio.
The Program Director Digital Partners works closely internally with business stakeholders from e.g. OPS and Sales, the Regional CFIT Senior Program Managers, Global DCS and country CFIT teams and different suppliers or partners in prioritizing and delivering on program and project pipelines. The role will ideally be based in the Europe region to take advantage of being closer geographically to the EU Commercial teams, EU CFIT as well as EU DSP/Partners headquarted in Europe to support Global Digital Partner Program priorities.
The Program Director Digital Partners provides external key customer/partner pre-sales consultancy involving digital solution providers (DSPs), manages and implements the launch of new initiatives and complex DSP onboarding projects and arranges applicable support during and after go-live, all to ensure successful end to end delivery.
Candidate may be based in Belgium, Prague or Singapore.
Digital Solution Provider & Digital Partner Portfolio Ownership
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Responsible for select key digital solution provider solutions and partners.
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Act as the senior technology relationship owner for selected portfolio of providers in the digital partner ecosystem.
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Ensure DSPs in the portfolio receive the correct level of technology support.
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Manage and maintain the global knowledge repository of DSP solutions. Ensure that knowledge is regularly updated and accurate for DSP portfolio.
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Contribute to the design and evolution of the global DPP. Identify key technology, standards or process enhancements that would benefit DHL or its customers and own to delivery.
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Attend and facilitate key Partner meetings and events for DSP portfolio. Develop relationships with Partners and Partner teams.
Global Strategy Input, Deployment and Adoption
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Contribute and assist in defining global Process and Certification standards for DSPs.
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Ensure regional and local country requirements are included in global standards and regularly updated when necessary.
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Adopt global DSP standards and processes for all DSP activities within portfolio.
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Deploy global DSP standards and processes to country CFIT consultants that have relationships with DSPs. Provide training, coaching and support directly where needed.
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Ensure global DSP standards and processes are always applied. Conduct certification reviews to ensure compliance.
DSP & DSP Customer Reporting
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Own performance reporting for DSP portfolio - Including but not limited to; data quality, onboarding duration, certification compliance including product and service availability, change request duration and application performance.
- Own Customer performance reporting for DSP portfolio - Including, but not limited to: Onboarding duration, time to first shipment, customer conversion and customer satisfaction.
Cross Functional Stakeholder Leadership
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Lead cross-functional coordination across relevant Commercial, Network Operations, Customs & Trade Compliance, Central Pricing, Legal, Finance, Marketing, and Customer Service regional teams to ensure DSP technology priorities are clearly determined.
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Ensure cross functional priorities are well balanced and clear at any given time - commercial opportunities, regulatory changes, data quality improvements.
Regulatory, Customs and Operational Changes
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Own and communicate any regulatory, customs and operational changes for selected DSP portfolio.
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Deliver related programs, projects or initiatives by leading and integrating resources from own team, global DCS, regional Business, Ops/Customs teams.
Team Development, Coordination & Support
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Lead and develop a virtual team of DSP consultants for portfolio of DSP solutions.
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Leverage experienced CFIT consultants local to portfolio of DSPs to drive the Global DSP Partner Program and agenda.
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Drive a culture of ownership and continuous improvement amongst the virtual team.
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Ensure the virtual team is fully integrated into the global program to contribute, influence and shape it.
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University degree in Computer Science, Information Systems, related field or similar experience/education.
- Certified PMI Practitioner, similar recognized program/project management qualification or equivalent experience.
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Agile Practitioner certification and advantage.
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Minimum 10-15 years experience in IT Program/Project Management.
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Minimum 5 years’ experience in- and detailed knowledge of specifically integrated customer solutions, app store plugins, applicable DHL shipping applications, and managing large and complex customers on DCG-EDI and MyDHL API.
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External Digital Partners eg: Shopify, Centiro, Auctane, Shipstation or similar experience.
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Proven ability to manage a specialist based, high performing, multi-cultural, remote team
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Demonstrated excellent people leadership capability.
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Results oriented and driven by goal achievement with a strong focus on excellence and high quality project delivery.
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Outstanding stakeholder management and communication skills, Ability to understand and simplify technical complexity for stakeholders.
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Proven ability to act independently and with initiative.
DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.
