Head Of Ferry Customer Service, Ferry Commercial

Head Of Ferry Customer Service

Do you want to be a valued part of the critical infrastructure that serves communities across Europe and beyond? Are you looking for a position where you can set direction and shape how we serve our customers?

We are looking for an experienced, people-centred leader to head our Ferry Customer Service organisation across both Passenger (B2C) and Freight (B2B). In this role, you will lead a multi-country operation that plays a critical part in delivering reliable, high-quality service to our customers every day - while also guiding the continued digitalisation of how we work.

Be part of the movement - and play your part.

About The Role

As Head of Ferry Customer Service, you will shape the end-to-end service vision across both Passenger (B2C) and Freight (B2B), steering the shift from today's manual, fragmented setup to a global, digitally enabled model that delivers consistency, efficiency, and scalable growth.

Your mission is to lead this transformation from manual, route-specific processes to a "global standard with local execution" model powered by digital tools, automation, and self-service.

You will own three strategic pillars that enable a fully digital customer journey:

• Self-Service — A one-stop digital experience where customers can book, manage, and track their units across Ferry and Rail.
• Contact Centre Platform — Implementing a scalable, modern platform with automation, knowledge management, and advanced digital capabilities.
• Control Tower — An integrated, network-wide view that allows Freight CS to manage and track units with a single login and booking ID.

Your role will directly support DFDS' Group Strategy, Moving Together Towards 2030, where standardisation, simplification, and digitalisation are core pillars. In short, reducing our cost to serve while offering a better service to our customers.

Key Responsibilities

• Define and execute CS strategy across Passenger and Freight.
• Build a modern operating model with standardised, digital processes.
• Lead digitalisation across self-service, automation, and contact-centre platforms.
• Develop leaders and teams, driving engagement and cultural change.
• Improve customer experience while reducing cost to serve.
• Strengthen cross-functional collaboration with Technology & Innovation, Sales, Marketing, and Operations.
• Build a data-driven performance culture with clear KPIs, insights, and continuous improvement.

Your mandate is to ensure Ferry Customer Service operates with excellence, consistency, and strong commercial awareness, while driving one of our key strategic ambitions: moving from today's manual, route-specific processes to a global, standardised, digitally enabled setup that supports DFDS' 2030 goals.

About You

We believe that transformation happens when strong leadership, diverse perspectives, and a great digital vision come together. With this in mind we imagine you are an experienced, strategic leader with a passion for digital transformation and customer excellence. You bring the experience, mindset, and presence to lead a complex organisation through meaningful change.

You thrive in customer-facing, service-driven environments with a passion for digital transformation and customer excellence.

You know how to run a high-performing operation while also guiding teams through change and digitalisation. We want you to help define our collective future and show us the best way forward by bringing:

• Senior leadership experience in customer-facing, service-driven operations
• Digital customer-service expertise with experience in modern contact-centre platforms, automation, self-service, and data-driven performance management.
• A strong transformation track record, especially in digitalisation and standardisation
• Ability to translate strategy into operational results across complex, matrix environments
• A collaborative, people-centred leadership style that inspires trust and momentum
• Commercial and operational acumen with a focus on cost efficiency and value creation

Experience in Freight Customer Service is an advantage, but not essential. What matters most is your ability to lead with clarity, build trust, and drive momentum.

Working at DFDS

Join the movement and grow with us. While you're with us, we want you to develop and we'll encourage you to challenge yourself to acquire new skills and perspectives. By working at DFDS, you will contribute to the future of the Ferry industry encompassing customer service and digitalising the customer journey.

You'll be part of a diverse and collaborative community, working across locations and disciplines. The position is based in Copenhagen and reports to the VP, Head of Ferry Commercial, and is part of the Ferry Commercial senior leadership team. Our Copenhagen headquarters offers a modern workspace with award-winning facilities, and we support flexible working.

Are we a match? Then what are you waiting for? Apply Now. If you think your personality, skills, experience, and aspirations match this role, we'd love to hear from you. Please apply as soon as possible, as we're keen to meet potential candidates on an ongoing basis and fill the position as soon as possible.

We look forward to hearing from you.