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 responsibilityLeading ZIM’s Digital Offering - Drive the strategy, planning, and execution of ZIM’s digital platforms, ensuring alignment with customer needs, business priorities, and competitive benchmarksIdentify and prioritize new capabilities for digital platforms based on customer feedback, surveys, market benchmark, data analysis of platform usages and internal inputConduct quarterly reviews of ZIM’s digital offering vs. competitors to propose a continuous strategic directionLead cross-functional prioritization discussions with VPs and key stakeholdersDeliver internal enablement of ZIM’s digital offeringPresent digital roadmap, gaps, and opportunities to executive managementTranslating 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 valueCollect business requirements and define functional change requestsPrioritize development requests across departments based on value and impactAlign with internal systems’ roadmap and release cyclesSupport deployment and adoption of new capabilitiesMaintain strong relationships with business stakeholders to anticipate future needsTeam Leadership and Execution Oversight - Lead a global, multidisciplinary team focused on delivering digital solutions that improve customer experience and internal efficiencyTeam management, including product owners, analysts, support staff, and trainersSet priorities, track progress, and ensure business value is deliveredMentor team members to remain focused on simplicity and customer impactReview complex or high-impact solutions before implementationAdjust direction as needed based on business context or solution designCustomer Service Business Continuity & Cyber Readiness - Ensure customer service operations can function effectively during cyber incidents through dedicated systems, procedures, and ongoing readiness activitiesOwn and evolve the cloud-based AgentCloud system for global customer service teamsDevelop, maintain, and enforce global SOPs for cyber event scenariosTrain customer service teams worldwide for cyber readinessConduct quarterly readiness checks across countriesCollaborate with the Global Operations Center and contribute to company-wide resilience effortsRequirements:Education & BackgroundBachelor’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 ServiceProven track record in leading Digital transformation, product ownership, or business systems leadership roles experience in a global and matrixed organization – an advantageProfessional ExperienceStrong experience as a business owner of digital platforms leading product evolvement from concept to delivery and to on-going operationsDeep 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 goalsFirst-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 developmentSkills & CompetenciesBusiness acumen and strategic thinking with ability to prioritize based on value and impactStrong leadership and mentoring capabilities in managing global, multidisciplinary teamsExcellent communication skills and the ability to convey complex ideas simply across all levels of the organizationHigh independence, ownership, and initiative in driving projects forward in a dynamic environmentAnalytical thinking with a structured, problem-solving approachAbility to balance long-term vision with short-term execution needsFunction:Global Customer Service