Head of Digital Solutions

Description

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