Customer Relationship Manager

Overview

In this on‑site role, you act as the key link between DHL and customer stakeholders to sustain strong partnerships and ensure high service levels. You will represent DHL on site, manage escalations, and collaborate with operations to drive continuous improvement. You’ll lead monthly reviews, present performance data, and translate insights into actionable plans. This position offers a meaningful impact by balancing customer needs with operational realities within a global logistics leader. You work closely with cross‑functional teams to deliver reliable service and foster trusted, long‑term relationships.

Pay / Benefits

• pension scheme with 8% employer contribution and 4% employee contribution
• free confidential 24/7 GP consultations

Responsibilities

• Build and maintain relationships with customer stakeholders at all levels
• Act as the on-site DHL representative
• Manage customer issues and escalations through resolution
• Collaborate with DHL operations and planning to support service delivery
• Lead monthly customer review meetings with performance data and action plans
• Record, track and drive completion of agreed actions
• Identify trends and analyze performance data to spot improvement opportunities
• Drive process improvement initiatives across DHL and customer operations
• Provide clear communication between DHL and customer teams to ensure alignment

Key requirements

• Experience in logistics, supply chain, or operations
• Strong customer relationship management and stakeholder engagement skills
• Experience managing customer escalations and challenging service conversations
• Confidence presenting information and leading review meetings
• Experience using data and analysis to identify issues and opportunities for improvement
• Strong organizational skills and attention to detail
• Ability to work independently, make decisions and think on feet
• Collaborative and professional approach with ability to build trust quickly

• relationship-focused
• credibility and professionalism
• confident communication
• data analysis
• presentation of performance data
• identifying issues and opportunities for improvement

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