Description
GLS Group is one of the largest parcel services providers in Europe, with a strong local presence in almost all countries across the continent. It also operates through wholly owned subsidiaries in Canada and on the USA’s West Coast within one GLS network. This allows GLS to seamlessly connect its customers and communities with millions of parcels and stories every day. GLS’ network connects its markets with high velocity and flexibility to respond to their fast-changing and dynamic nature. The company provides high quality service tailored to its customers’ needs across more than 50 countries. The GLS network consists of over 120 hubs and more than 1,600 depots, supported by more than 36,700 vans, light vehicles and walkers, and 6,400 trucks. This offers network resilience, superior flexibility, and extended reach. In 2024/25, GLS generated record revenues of 5.9 billion euros and delivered 926 million parcels across the markets. For more information, visit www.gls-group.com.
PRIMARY FUNCTION:
The Director of Customer Experience provides strategic leadership and operational oversight for the organization’s customer experience function. This role is responsible for developing service strategies, driving exceptional customer experiences, leading high-performing teams, and ensuring service operations align with business goals. The Director partners cross-functionally to improve customer satisfaction, retention, and loyalty while optimizing efficiency and performance.
ESSENTIAL FUNCTIONS & RESPONSIBILITIES:
Strategic Leadership
· Develop and execute a customer experience strategy aligned with organizational objectives
· Establish service standards, policies, and procedures to deliver consistent, high-quality customer experiences
· Translate customer insights into actionable improvements across products, processes, and services
· Lead change management initiatives to enhance scalability and service excellence
Operations Management
· Oversee daily customer experience operations across all channels (phone, email, chat, social, self-service, etc.)
· Ensure service level agreements (SLAs), KPIs, and quality metrics are consistently met or exceeded
· Implement and optimize customer experience technologies, tools, and workflows
· Manage budgets, forecasting, and resource planning for the department
· Lead and optimize the end-to-end parcel claims process, ensuring efficient resolution, financial accountability, compliance, and root cause analysis to reduce claims and improve overall service performance
People Leadership
· Recruit, develop, coach, and retain customer experience leaders and teams
· Build a performance-driven, customer-centric culture
· Establish training, onboarding, and continuous improvement programs
· Conduct performance reviews and succession planning
Customer Experience & Quality
· Monitor customer satisfaction metrics (CSAT, NPS, CES) and lead improvement initiatives
· Handle escalated customer issues and ensure timely, effective resolutions
· Partner with Quality Assurance to drive service consistency and compliance
· Champion the “voice of the customer” across the organization
Cross-Functional Collaboration
· Collaborate with Sales, Product, Operations, IT, Marketing, and Finance to improve end-to-end customer journeys
· Provide regular reporting and insights to executive leadership
· Support product launches, process changes, and organizational initiatives from a service perspective
· May be required to perform tasks beyond those explicitly listed in this role.
Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
· Bachelor’s degree in Business Administration, Management, or a related field (Master’s preferred)
· 8–12+ years of progressive customer service or customer experience leadership
· 5+ years of people management at a senior level
· Proven experience scaling customer service operations
· Strong analytical skills with experience using performance metrics and dashboards
· Experience leading multi-channel or omnichannel service environments
· Background in SaaS, healthcare, financial services, retail, or call center environments (industry-dependent)
· Experience with CRM and customer service platforms (e.g., Salesforce, Zendesk, ServiceNow)
· Professional certifications (e.g., CX, Six Sigma, Lean)
· Strategic thinking and execution
· Executive-level communication
· Data-driven decision making
· Change management
· Employee engagement and development
· Conflict resolution and escalation management
· Customer-centric mindset
EEO STATEMENT: General Logistics Systems US is an Equal Employment Opportunity (EEO) employer and is committed to a diverse workforce. We welcome all qualified applicants to apply to GLS, and we strive to select the best qualified applicant for each position in our organization. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law. GLS complies with all laws and regulations relating to employment discrimination and is always committed to doing what's right.