Head of Digital Solutions

ZIM Head of Digital Solutions r is responsible for ensuring that the digital initiatives deliver measurable impact and position ZIM as a leader in digital shipping services.

ZIM’s digital offering is leading the shipping industry practice, including customer-facing and internal service platforms. The role focuses on delivering innovative, value-driven solutions that enhance customer experience, improve operational efficiency, and support global business continuity.

This position leads the strategy, development, and continuous improvement of ZIM’s digital assets - including the MyZIM personal area, ZIM’s website, mobile app, Customer Service modules on the CRM, Customer Service modules on the ERP systems and other supportive systems - while ensuring alignment with business goals, market offering, and customer expectations.

The role serves as a central point of coordination between commercial teams, customer service units, IT, and executive leadership.

Major areas of responsibility

Leading ZIM’s Digital Offering - Drive the strategy, planning, and execution of ZIM’s digital platforms, ensuring alignment with customer needs, business priorities, and competitive benchmarks

Identify and prioritize new capabilities for digital platforms based on customer feedback, surveys, market benchmark, data analysis of platform usages and internal input
Conduct quarterly reviews of ZIM’s digital offering vs. competitors to propose a continuous strategic direction
Lead cross-functional prioritization discussions with VPs and key stakeholders
Deliver internal enablement of ZIM’s digital offering
Present digital roadmap, gaps, and opportunities to executive management

Translating Business Needs into Digital Solutions - Serve as the central link between customer service units (Countries, Traffic, GSS, Customer Experience) and product development teams to ensure system enhancements drive real business value

Collect business requirements and define functional change requests
Prioritize development requests across departments based on value and impact
Align with internal systems’ roadmap and release cycles
Support deployment and adoption of new capabilities
Maintain strong relationships with business stakeholders to anticipate future needs

Team Leadership and Execution Oversight - Lead a global, multidisciplinary team focused on delivering digital solutions that improve customer experience and internal efficiency

Team management, including product owners, analysts, support staff, and trainers
Set priorities, track progress, and ensure business value is delivered
Mentor team members to remain focused on simplicity and customer impact
Review complex or high-impact solutions before implementation
Adjust direction as needed based on business context or solution design

Customer Service Business Continuity & Cyber Readiness - Ensure customer service operations can function effectively during cyber incidents through dedicated systems, procedures, and ongoing readiness activities

Own and evolve the cloud-based AgentCloud system for global customer service teams
Develop, maintain, and enforce global SOPs for cyber event scenarios
Train customer service teams worldwide for cyber readiness
Conduct quarterly readiness checks across countries
Collaborate with the Global Operations Center and contribute to company-wide resilience efforts

Requirements:

Education & Background

Bachelor’s degree in Business Administration, Information Systems, Industrial Engineering, or a related field (master’s degree is an advantage)
7+ years of experience in Customer Service
Proven track record in leading Digital transformation, product ownership, or business systems leadership roles experience in a global and matrixed organization – an advantage

Professional Experience

Strong experience as a business owner of digital platforms leading product evolvement from concept to delivery and to on-going operations
Deep understanding of customer service processes and enterprise systems (ERP, CRM, BI)
Background in working closely with Cross-Disciplines units to align digital offerings with business goals
First-hand operational experience working in or with local agencies, including direct interaction with front-line staff and customers; ability to bring the voice of the field into strategic planning and digital development

Skills & Competencies

Business acumen and strategic thinking with ability to prioritize based on value and impact
Strong leadership and mentoring capabilities in managing global, multidisciplinary teams
Excellent communication skills and the ability to convey complex ideas simply across all levels of the organization
High independence, ownership, and initiative in driving projects forward in a dynamic environment
Analytical thinking with a structured, problem-solving approach
Ability to balance long-term vision with short-term execution needs

Function:
Global Customer Service