Contract Manager

Overview

In this role you will own a key customer partnership within DHL Supply Chain’s Milton Keynes operation, driving service excellence, profitability, and continuous improvement. You will lead day-to-day operations, build strong client relationships, and collaborate across functions to meet contractual and KPI goals. The position offers impact through improving service delivery, governance, and commercial risk management in a fast-paced logistics environment. This is an opportunity to shape how we support a major client in a global logistics leader.

Pay / Benefits

• Free parking and on-site canteen
• 33 days annual leave
• Pension scheme with 8% employer contribution and 4% employee contribution
• Free confidential 24/7 GP consultations
• Retail and lifestyle discounts
• Loans, savings schemes and free mortgage advice

Responsibilities

• Lead day-to-day management of customer operations and act as the primary escalation point for service issues
• Build and maintain relationships across multiple customer brands to ensure service delivery and satisfaction
• Drive operational performance balancing service excellence, contractual compliance, and commercial objectives
• Coach and develop team members to foster a high-performance culture focused on continuous improvement
• Provide leadership to ensure teams achieve customer and business KPIs
• Collaborate with operations, technical, finance, legal, and support functions to deliver commitments while protecting profitability and managing commercial risk
• Monitor performance against internal and external KPIs with stakeholder governance to drive service quality
• Identify service improvement opportunities and implement innovative, customer-focused initiatives

Key requirements

• Previous operations experience
• Proven track record in a customer service environment
• Experience in building strong customer relationships
• Excellent verbal and written communication skills
• Strong data analytical skills
• Ability to articulate problems professionally and challenge appropriately
• IT literate and able to adapt to new technologies

• Excellent communication
• Relationship building
• Problem-solving
• Analytical mindset
• Data analysis
• IT literacy

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