(Senior) Manager Innovation Engagement - DHL CSI Innovation Center (m/f/x)

TODAY, YOU’RE STIMULATING THE WAY A CUSTOMER SUCCEEDS.
TOMORROW, YOU’RE SHAPING THE WAY THE WORLD WORKS.
At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent the world over. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world.
DHL’s Customer Solutions & Innovations (CSI)is a global dedicated organization which simplifies the DHL customer experience by providing a single customer interface and developing innovative industry-tailored solutions for DHL’s largest global customers. Come discover the unique, international spirit of DHL where your commitment is recognized and rewarded.
You will be based at the flagship DHL Innovation Center that serve as a strategic engagement platform for top clients, translating DHL’s thought leadership and innovations into tailored, high-impact experiences that inspire new thinking, connect experts, and co-create future-ready logistics solutions that drive long-term business growth.
(Senior) Manager Innovation Engagement (d/f/m) - DHL CSI Innovation Center
• CSI Sector / Function: Innovation Center
• Contract Type: Permanent
• Employment Type: Full-time
• Location: Troisdorf
• Recruiting Contact: CSI Recruiting Team
DHL Innovation Centers are DHL's customer engagement platform on the future of logistics, a trusted environment that helps customers discover the Group's thought leadership and innovations, inspires new thinking, connects them with the experts and partners who can deliver, and co-creates the future-ready solutions that grow into long-term partnerships. Customer engagement is one of the principal ways the Innovation Centers create this value.
As (Senior) Innovation Engagement Manager, you deliver the region's most complex, high-impact customer engagements, turning DHL's innovation story into relevant, future-focused conversations that build confidence and unlock growth. Beyond delivery, you lead the methods, formats and content that power all engagements and turn engagement into measurable business value.
By setting the facilitation quality standard, building strong customer pipelines with account managers, owning the customer journey and structured follow-up, and lifting the wider team's capability, you ensure that the region's engagements consistently create value for customers and for DHL.
What's your role:
CUSTOMER ENGAGEMENT DELIVERY & FACILITATION
Personally deliver the region's highest-impact engagements and set the quality bar
Qualify, prepare and facilitate high-impact tours, workshops and deep dives (in-person, virtual & hybrid), customizing content and securing relevant expert speakers, set the facilitation quality standard and codify what 'great' looks like, benchmarked against best-in-class
Apply innovative moderation techniques to maximize workshop outcomes and customer satisfaction
Lead dry-runs and preparation for VIP and virtual engagements; resolve escalations and balance resourcing across the region
CUSTOMER JOURNEY, PIPELINE & BUSINESS VALUE
Turn engagements into measurable value across the customer journey
Coordinate closely with account managers to build robust engagement pipelines and strategic workshop agendas, analyzing account plans, market challenges and customer expectations etc.
Deliver the end-to-end customer journey and experience quality (along our pillars - Discover · Inspire · Connect · Create); use customer feedback to continuously raise engagement quality and satisfaction
Oversee structured follow-up and tracking of insights and actions from engagements, ensuring accountability and tangible business impact
Drive long-term engagement initiatives with clear performance metrics and data-driven continuous improvement to deepen customer relationships and grow business
METHODS, FORMATS & CONTENT
Lead the development and continuous improvement of engagement methods and formats through regular review, feedback incorporation and benchmarking against industry standards
Strategically assess and expand the portfolio of engagement formats
Lead the creation and refinement of exhibit experiences and content for our showroom reflecting the latest innovations, ensuring practical applicability and easy customization. Curate growth-sector content and identify new experiences alongside it.
Keep showrooms fresh and relevant; drive content relevance jointly with ITR (Innovation & Trend Research).
NETWORK, EVENTS & CROSS-FUNCTIONAL COLLABORATION
Connect customers to the right experts, partners and experiences
Develop and maintain networks of external moderators, internal DHL subject-matter experts and influential industry partners (startups, academia) to bring diverse expertise into engagements
Coordinate high-impact engagement initiatives, large-scale events, breakout sessions and experiential formats, partnering with innovation and Customer Experience teams to elevate formats beyond the traditional
Collaborate cross-functionally with CSI, Business Units and In-House Consulting to ensure alignment, relevance and sustainable impact of engagement programs
Support new engagement-format roll-outs and regional / country outreach programs (GT20, new LTR, ITM refresh)
CAPABILITY BUILDING, COMMUNICATIONS & REPORTING
Mentor and upskill IEMs; share Best Demonstrated Practice (BDP) and build scorecards that lift results
Develop internal and external communication plans and quarterly reporting, clearly articulating business impact, customer success stories and program highlights to stakeholders
Contribute to shaping engagement roadmap
Champion a collaborative 'one team' culture across engagement and adjacent functions
PROJECTS & INITIATIVES
Lead cross-centre and strategic initiatives PMO-style (e.g. NOVA roll-out, new LTR programs)
Coordinate teams and timelines across the global network
Drive new engagement-format roll-outs and country outreach program
Report progress and outcomes to steering
Collaborate with Customer Experience, Global Operations, and other functions on cross-functional improvement projects
What we’re looking for:
You combine deep logistics expertise with a passion for customer engagement and innovation:
Extensive industry experience (6-8+ years) across sales, operations, marketing, or sales support within logistics or supply chain, giving you a holistic understanding of customer needs and DHL’s portfolio
A proven track record of engaging senior executives through tailored briefings, interactive workshops, and strategic dialogue that delivers real business impact
Strong project leadership skills, with the ability to manage complex, multi-stakeholder initiatives and translate ideas into measurable outcomes
A proactive, entrepreneurial mindset with high ownership, accountability, and drive to make things happen
How You Stand Out
You are skilled in facilitating impactful conversations, inspiring diverse audiences, and building trust across cultures and regions
You bring excellent communication, negotiation, and problem-solving capabilities, with a natural ability to connect people, ideas, and opportunities
You are comfortable navigating global environments, backed by strong intercultural awareness
You leverage innovation methodologies and industry insights to challenge the status quo and create forward-looking solutions
You craft compelling, professional deliverables using advanced PowerPoint, Excel, and Outlook skills
What Sets You Up for Success
A Master’s degree in Supply Chain, Business, Marketing, Sales, or Communications (preferred)
Fluency in English and German (essential), with additional languages as a plus
What’s in it for you:
Shape the future of logistics by working directly with top-tier global customers to co-create innovative, forward-looking solutions with real business impact
Operate at the executive level, leading strategic conversations, high-visibility engagements, and large-scale events across an international network
Drive measurable business value, turning customer interactions into tangible growth opportunities and long-term partnerships
Expand your global influence and network, collaborating with senior leaders, industry experts, startups, and cross-functional DHL teams
Grow as a leader and innovator, mentoring others, shaping engagement strategies, and continuously evolving cutting-edge formats and experiences
In this role, you won’t just engage customers—you’ll inspire them, co-create with them, and turn innovation into tangible business value.
Your contact:
Interested in this opportunity?
Find out more how CSI is driving innovation in logistics and dive into DHL Specialized Industry Capabilities.
If you have any questions regarding the job, please feel free to reach out to
Submit your application in English including your CV, cover letter, academic records, and your reference letters (if applicable).
Apply now! We are looking forward to your application!
As an equal opportunity employer, we welcome applications from everyone. 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.
We are looking forward to your application.
CONNECTING PEOPLE. IMPROVING LIVES.