Delivering a Strategic General Manager Hire for DHL Global Forwarding Japan

Introduction

DHL Global Forwarding is the freight forwarding division of DHL Group, specializing in international air and ocean freight services across a global network. In Japan, DHL Global Forwarding operates in key logistics hubs including Tokyo, Osaka, and Nagoya, offering tailored import and export solutions backed by strong local expertise. The company supports a wide range of industries with reliable transport, customs clearance, and compliance-focused services to facilitate smooth international trade.

Within Japan, the Air Cargo Division is DHL’s largest organizational unit. The Tokyo Air Cargo branch—spanning Narita and Haneda airports—is the most operationally intensive site, responsible for import/export handling, domestic delivery, and warehousing. With nearly 70 employees and multiple sub-teams across logistics functions, DHL sought a new General Manager to lead the site through its next phase of growth.

Problem

The search presented several unique challenges.

The role required deep expertise in air freight and freight forwarding, combined with strong people management skills to lead a large, complex team—including senior staff with over 20 years of tenure. Additionally, the Narita location was considered remote, making daily commutes from central Tokyo impractical for many qualified candidates.

Cultural fit was critical. Air cargo teams in Narita, regardless of company, tend to have tight-knit, established working styles and can be resistant to new leadership, especially from outsiders. The ideal candidate needed operational experience, interpersonal strength, and diplomacy to gain the trust of legacy team members while driving operational excellence.

Fluency in both Japanese and English was essential, as the role reported directly to the General Manager of the Air Cargo Division and required interfacing with global stakeholders. Experience across road freight, warehousing, and service center management was highly preferred.

Approach and Methodology

FocusCore was engaged on a retained basis to support this complex and sensitive search. The initial phase involved in-depth discussions with stakeholders to fully understand the organizational structure, expectations, and strategic vision for the Narita site.

Leveraging deep sector expertise, FocusCore collaborated with DHL to define a leadership profile that balanced technical knowledge with emotional intelligence—someone capable of integrating into a seasoned team while driving process improvements and growth.

Solution and Implementation

FocusCore conducted an extensive search, engaging over 100 candidates across foreign and Japanese forwarding companies of all sizes. Candidates were evaluated based on leadership capabilities, operational knowledge relevant to DHL’s complex environment, and cultural fit with the Narita team.

Throughout the process, FocusCore worked closely with DHL’s Japan leadership to ensure alignment and timely introductions of top talent.

Results and Impact

A standout candidate was appointed after a thorough and deliberate search. He brought decades of industry experience, having held senior leadership roles such as General Manager and Branch Manager in both foreign and Japanese companies. With extensive overseas experience and a strong track record managing complex air freight operations, he was well equipped to lead the Narita site with credibility and deep understanding of the business and cultural environment.

Fluent in both Japanese and English, his leadership style emphasized empathy, structure, and results. Within the first 90 days, he began cultivating trust within legacy teams and implementing targeted performance metrics to improve delivery timelines and reduce operational bottlenecks.

Lessons Learned

This project reinforced the importance of going beyond the job description. In roles where cultural dynamics are as critical as technical competencies, a targeted approach to passive talent and deep understanding of the local operational environment are essential.

For DHL Global Forwarding, this successful hire laid the foundation for long-term operational stability and growth at their key cargo hub in Japan. Following this project, FocusCore has continued to partner with DHL on additional strategic searches across the country.