Role Title: Head of DCL Control Towers
Location: Europe (Bonn, Germany)
Role Purpose:
The Head of DCL Control Towers is a strategic leadership role responsible for overseeing DCL Control Tower operations across the regions — covering all customers shipping products under the DCL sector. The role ensures discipline to the Global Target Operating Model (GTOM) blueprint, embedding predictive SLA governance, digital visibility, and cross-country standardization across all sector customers. By translating sector-specific requirements into operational execution, the Senior Director acts as the bridge between regional product leadership and country Control Tower teams — driving consistency, customer retention, and profitable growth in line with DGF Strategy 2030.
Key Responsibilities:
Sector Leadership & Alignment
- Translate GTOM/DGF Non Standard services principles into sector-specific Control Tower playbooks covering SLA, visibility, and escalation management.
- Align country Control Tower structures to regional and product growth priorities.
- Standardize processes (SOPs, KPIs, RCA templates) to ensure global alignment.
Operational Excellence & Governance
- Lead Predictive SLA Governance cadence using digital dashboards to anticipate risk and trigger preventive actions.
- Monitor performance across key countries and drive root cause resolution for deviations.
- Oversee digital tool adoption and data accuracy across regional Control Tower operations.
Customer Performance & Engagement
- Act as senior operational contact for top sector customers and global account owners.
- Conduct quarterly service reviews, analyze SLA trends, and implement improvement plans.
- Coordinate cross-border operations for multi-country customers, ensuring seamless handoffs and escalation clarity.
Leadership & Capability Development
- Lead a regional team of Senior Program Managers and Control Tower Managers across multiple countries.
- Embed 2030 competencies — orchestration, data fluency, and systems thinking — in team development.
- Foster a culture of predicting and preventing, ensuring decisions are data driven and customer impact led.
Financial and Digital Accountability
- Partner with Finance and Product to manage sector cost centers and improve cost-to-serve efficiency.
- Drive automation and process simplification to achieve 10% year-on-year productivity gains.
Key Skills & Knowledge
- Strong strategic leadership capability with the ability to translate business objectives into scalable operational solutions across multiple countries and customer segments.
- Extensive knowledge of Control Tower operations, customer operations, logistics, and supply chain management within a complex global environment.
- Expertise in service level agreement (SLA) management, performance governance, and driving operational excellence through data-led decision making.
- Advanced analytical skills with the ability to identify trends, anticipate operational risks, and implement proactive improvement initiatives.
- Strong digital and systems proficiency, including experience with operational visibility platforms, business intelligence tools, automation technologies, and data analytics solutions.
- Proven ability to lead large, geographically dispersed teams, develop talent, and build high-performing customer-focused organizations.
- Excellent stakeholder management and influencing skills, with the ability to build trusted relationships across customers, senior leadership teams, and cross-functional partners.
- Strong customer management and account governance capabilities, including experience supporting strategic customers and managing complex escalations.
- Demonstrated experience leading change, driving digital transformation, and embedding continuous improvement initiatives across operations.
- Commercial and financial acumen, including understanding of cost-to-serve optimization, productivity improvement, and operational efficiency management.
- Strong communication, presentation, and negotiation skills, with the ability to engage effectively at executive and operational levels.
- Sound knowledge of process standardization, performance measurement frameworks, root cause analysis, and governance best practices.
- Understanding of international logistics networks, cross-border operations, and multi-country service delivery models.
- Bachelor’s degree or equivalent qualification in Supply Chain, Logistics, Business, or a related discipline; Master’s degree or MBA preferred.
- Significant leadership experience within logistics, supply chain, customer operations, or Control Tower environments, including responsibility for regional or multi-country operations.
- Fluent English language skills: additional regional language capabilities would be advantageous.
