Head of DCL Control Towers

Role Title: Head of DCL Control TowersLocation: 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. Bachelors degree or equivalent qualification in Supply Chain, Logistics, Business, or a related discipline; Masters 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.