Jennifer Avery, MBA, CCXP

Experience

• 

  DHL Supply Chain

  Feb 2004 - now

  • Responsible for implementing and leading Customer Experience programs for over $6 Billion of business in North America• Manage a culture shift across countries, functions, and sectors to create and maintain meaningful voice of the customer metrics, and inclusion of VOC into account plans• Drive results: a 44% increase in NPS, and 106% increase in survey response rate• Support overall focus on customer retention and growth• Use inner loop and outer loop data analysis to incorporate voice of the customer into all action planning, specifically for continuous improvement initiatives• Implement digitalization of information to ease administrative burden on stakeholders• Facilitate customer success and partnership through joint workshops and customer journey mapping• Promote the importance of ongoing learning for stakeholders, by developing and teaching a variety of classes, from Supervisor level to Board level, across 51,000 associates• Support customer engagement through networking and innovation events• Advise the organization at all levels• Coach sellers and account managers on best practices for winning• Provide personalized renewal support• Identify systems and AI platforms, and build Power BI dashboards to support executive leadership Show less • Drafted and negotiated new supply chain customer contracts worth up to 100M Euro per annum (warehousing, transportation, and managed transportation) across various industries• Commercialized new solutions while balancing risk and reward (unique customer considerations such as Foreign Trade Zone requirements, CTPAT compliance, GMP operations, primary packaging, etc.)• Managed 120+ unique customer contracts through their lifecycles, and supported organic growth opportunities• Created project management plans to ensure an efficient process with all stakeholders • Facilitated a variety of internal classes to promote global best practice for contracts (2 Day Commercial Contracting Training, 1 Day Commercial Contracting Workshop, 3 Hour Commercial Contracting Webinar)• Reduced risk to the business by closing process gaps (verify that board-approved project papers match the final contract, train General Managers on their contracts, etc.)Legal Operations (responsibilities outside of standard role):• Led process improvement for legal teams in the US, Canada, Brazil, and Mexico• Managed implementation of projects, including a global, cross-business-unit legal e-billing and matter management system (ongoing savings of approximately $200,000 per year)• Supported and trouble-shot the global contract lifecycle • Supported the team document management systemRecognition:• 2018 DHL “Pack of Wolves” award for work related to a key Chemical & Energy customer• 2017 DHL “Accelerating Leadership Program” – granted by the DHL Americas board• 2016 DHL “Pack of Wolves” award for work related to a key Pharmaceuticals customer• 2014 DHL Supply Chain Americas CEO Award recipient for “Provider of Choice” for work on a key Automotive account• 2014 DHL Supply Chain Americas CEO Award recipient for “Living Responsibility Community Involvement” for contributions and activity related to Mid-Ohio Food Bank Show less • Provided professional support to Corporate Finance, Global Audit & Assurance, Americas Operational Tax • Coordinated frequent international travel, as well as individual and group calendars• Planned and supported many large events & meetingsUnited Nations volunteer for DHL:• One of ten people chosen from DHL globally to launch the new partnership between DPWN and UNICEF (Part of Millennium Development Goals - to reduce child mortality rates) in Kwale District, Mombassa, Kenya (Oct 2006)• Supported the distribution of malaria nets and the vaccination of children, as well as recommended ways to improve overall medical supply chain in the area Show less

  • Director Customer Experience

    Apr 2019 - now

  • Manager, Commercial Contract Management

    Jul 2010 - Apr 2019

  • Analyst, Commercial Contract Management

    Mar 2007 - Jul 2010

  • Executive Assistant to CFO

    Feb 2004 - Mar 2007