Senior Specialist Corporate NPS

For the Corporate Quality & CX Development department, the GLS Group is looking for a

Senior Specialist Corporate NPS

Hybrid at our location in Eschborn /Frankfurt am Main.

GLS is one of the major players in the international parcel delivery market. Due to the e-commerce revolution, this market is growing and innovating rapidly. In your role as Senior Specialist Corporate NPS you play a key role in the international Corporate Quality team, actively shaping and steering the GLS Group NPS and Customer Experience governance framework across all countries.

You will be part of a dynamic team of professionals, within an inspiring and international company that is continuously looking for new and innovative opportunities to strengthen operational excellence and customer satisfaction.

You Will

• Drive the operational implementation of the Group NPS & Customer Experience governance framework, acting as primary operational point of contact for countries.
• Ensure consistent NPS measurement and reporting across all countries, including the integration of remaining countries into the Group solution.
• Manage NPS-related service providers and support the integration of the Group solution into local IT landscapes.
• Develop NPS reporting and translate NPS & CX data into executive-ready insights for top management.
• Lead the continuous development of NPS methodologies, dashboards and analytical models.
• Support Corporate Quality activities, including ISO 9001 / 14001 / GDP matrix certification processes and the maintenance of central Group Quality documentation.
• Provide targeted support and training for countries and facilitate Group-wide best-practice exchange.

You Have

• A degree in business engineering, business administration, business IT or a comparable field.
• Several years of professional experience in NPS and Customer Experience management in an international environment.
• Ideally, experience in supporting ISO 9001 / 14001 certification processes in an international environment.
• Strong stakeholder management skills in an international environment.
• A structured and analytical mindset with a strong governance and ownership mentality.
• The ability to work independently and drive topics without formal authority.
• A proactive, solution-oriented and resilient personality.
• The capability to prioritise complex topics and manage multiple initiatives in parallel.
• Excellent communication skills and the ability to operate confidently at senior management level.
• Fluent English and German skills.

We Offer

• An international and dynamic working environment at the global HQ close to top management.
• A strategically relevant role with high visibility and direct impact on group performance.
• A platform for long-term personal and professional development in a fast-moving and innovative industry.
• A collaborative and highly experienced international team.
• A comprehensive onboarding and induction programme.
• Flexible working models and locations.
• A future-proof industry characterised by growth and digital transformation.