DHL Supply Chain - Woman of the Year - Industry

Company: DHL Supply Chain, Bonn, NRW
Company Description: DHL Supply Chain, part of the EUR 56.6bn DPDHL Group, is the world’s leading contract logistics provider. Combining value-added and management services with traditional fulfilment and distribution, our customized, integrated logistics solutions drive efficiency, improve quality and create competitive advantage.
Nomination Category: Individual Awards Categories
Nomination Sub Category: Woman of the Year - Industry

Nomination Title: Louise Barber

“I believe marketing is about understanding a customer's needs and fulfilling it,”-Louise Barber, Global VP Marketing. Since assuming the role in September 2019, Louise has worked relentlessly to turn a failing Marketing organisation with a 7% satisfaction score in the 2019 employee survey to a customer centric, insights driven, digitally enabled award winning team that on Marketing Impact Gross profit data alone (20.4 million Euros) represents x6 times return on investment.

Despite being faced with a pandemic and inheriting a disenfranchised team spread across 5 continents, Louise met the challenge head on to turn things around:

A major culture shift took place putting team wellbeing first. Satisfaction among the team increased to 71% 2020.

The new team structure:
-Harnessed existing untapped skills
-Decentralized marketing to empower local teams to meet the needs of their markets
-Prioritized customer insights to build a relevant and effective marketing strategy

Exceptional results followed during 2020 & 2021:

90% customer renewal rate.
Customer Net Promotor Score (NPS) increased 60%
42% of total gross profit from new business from Marketing efforts

Winning this award would validate Louise’s belief of empowering teams and individuals for success.

Achievements since 2019:

Overall Marketing Performance:

90% customer renewal rate in 2020
20.4 million Marketing Impacted Gross Profit delivered against 3.4 million budget (x6 times return)
Net Promotor Score (NPS) 28 in 2019 / 45 in 2020/ 48 in 2021. (+60%)
89% of total marketing engagements with customers & prospects came from Global Marketing team.

Awards:

Louise Barber, Best Leader (Brand) Women in Marketing Awards 2020.
Winner Best Use of Linkedin, Global Social Media Awards 2021
Winner Best in Class Account Experience 2020 (CustomerGuage Awards 2021)
Winner Best in class close loop rate under 48hrs (over 80%) (CustomerGuage Awards 2021)
DHL named in Gartner’s 2021 Magic Quadrant

Reference any attachments of supporting materials

Please find below the appendices that support the submission for Louise Barber, Global Vice President for Woman of the Year: Marketing, Advertising & PR.
Appendix A: Restructuring Global Marketing – the 6 guiding principles
Appendix B: Establishing ways of working
Appendix C: Scope of Marketing (Global vs Region)
Appendix D: Testimonial from Chief Development Officer & Board member Patrick Kelleher.
Appendix E: 2020 performance overview / Marketing acquisition overview / marketing engagement data 2020
Appendix F: Employee testimonials
Appendix G: Recognised by peers: International Women’s Day
Appendix H: Culture of our Team: Perfect Day video: https://dhl-5.wistia.com/medias/2qmpaq0gcf
Appendix I: 2020/21 Let’s Talk campaign
Appendix J: DHL Named 2021 & 2021 Top of Gartner Magic Quadrant
Appendix K: 2020/2021 Global Marketing Awards
Appendix L: Customer Endorsements
Appendix M: Global Brand Survey Results
Appendix N: A few words from our super hero Lou