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.
Mostramos trecho e link por vaga, e o texto integral quando a fonte permite. Marcas e logotipos citados pertencem aos seus titulares.
