ICCC Manager

DHL Express; Brampton; On-site; CAD 110,000 - 140,000; Full time

Job summary

DHL Express Canada is seeking an ICCC Manager in Brampton, Ontario to drive the Insanely Customer Centric Culture. You will oversee strategy execution, VOC reporting, analytics, and cross-functional projects to elevate customer experience and NPS.

The role involves leading ICCC tool adoption, monthly VOC reviews, and delivering actionable insights to senior leaders. The ideal candidate has 7+ years of PM experience, a data science-friendly degree, and strong skills in Power BI, SQL, and Python.

Qualifications

• University degree or comparable qualification (Data Science preferred)
• Minimum 7 years of professional and project management experience
• Proficient in Power BI, SQL, Python, and database management
• English proficiency required; French is a plus

Responsibilities

• Support and execute the ICCC strategy for Canada, ensuring alignment with country, regional, and global customer experience priorities
• Lead the launch, adoption, and ongoing maintenance of the ICCC+ tool, ensuring effective usage, governance, and continuous improvement
• Run monthly ICCC meetings, including agenda preparation, stakeholder coordination, action tracking, and follow-up
• Liaise with the regional ICCC team to align on objectives, priorities, reporting expectations, best practices, and program updates
• Manage reporting of customer feedback and NPS performance related to Voice of the Customer programs
• Analyze VOC data to identify trends, customer pain points, root causes, and improvement opportunities
• Provide clear, actionable insights and reports to functional leaders to support data-driven decision-making
• Lead monthly and quarterly VOC functional reviews
• Conduct advanced analytics to support customer experience projects, business reviews, and improvement initiatives
• Develop business insights that translate customer feedback into meaningful operational actions
• Partner with functional teams to connect VOC insights with operational performance and service quality
• Support the development of dashboards, reporting tools, and executive-level summaries
• Lead and execute cross-functional projects aimed at improving customer experience, NPS, and customer satisfaction
• Track progress, measure benefits, and ensure improvement initiatives are implemented effectively
• Promote a continuous improvement mindset using customer feedback as a key driver for change
• Lead the ICCC communication campaign for Canada, ensuring employees and leaders are informed and engaged
• Share customer insights, success stories, key initiatives, and recognition updates
• Program manage submissions for the Americas ICCC Awards, including timelines, nomination planning, content preparation, and final submission quality
• Coach and prepare Canadian champions and teams for award submissions
• Train first and second callers on ICCC expectations, customer engagement standards, and effective call handling practices
• Audit caller performance to ensure consistency, quality, and alignment with customer experience objectives
• Provide coaching and feedback to improve caller capability, confidence, and effectiveness

Skills

Power BI

SQL

Python

Database management

Leadership & influencing

Project management

Education

University degree or comparable qualification (Data Science preferred)

Job description

DHL Express is hiring an ICCC Manager in Brampton, Ontario. This role is central to advancing DHL Canada's Insanely Customer Centric Culture (ICCC) agenda, encompassing strategy execution, Voice of the Customer (VOC) reporting, advanced analytics, cross-functional project leadership, communications, awards management, and caller capability building.

Responsibilities include:

• Support and execute the ICCC strategy for Canada, ensuring alignment with country, regional, and global customer experience priorities
• Lead the launch, adoption, and ongoing maintenance of the ICCC+ tool, ensuring effective usage, governance, and continuous improvement
• Run monthly ICCC meetings, including agenda preparation, stakeholder coordination, action tracking, and follow-up
• Liaise with the regional ICCC team to align on objectives, priorities, reporting expectations, best practices, and program updates
• Manage reporting of customer feedback and NPS performance related to Voice of the Customer programs
• Analyze VOC data to identify trends, customer pain points, root causes, and improvement opportunities
• Provide clear, actionable insights and reports to functional leaders to support data-driven decision-making
• Lead monthly and quarterly VOC functional reviews
• Conduct advanced analytics to support customer experience projects, business reviews, and improvement initiatives
• Develop business insights that translate customer feedback into meaningful operational actions
• Partner with functional teams to connect VOC insights with operational performance and service quality
• Support the development of dashboards, reporting tools, and executive-level summaries
• Lead and execute cross-functional projects aimed at improving customer experience, NPS, and customer satisfaction
• Track progress, measure benefits, and ensure improvement initiatives are implemented effectively
• Promote a continuous improvement mindset using customer feedback as a key driver for change
• Lead the ICCC communication campaign for Canada, ensuring employees and leaders are informed and engaged
• Share customer insights, success stories, key initiatives, and recognition updates
• Program manage submissions for the Americas ICCC Awards, including timelines, nomination planning, content preparation, and final submission quality
• Coach and prepare Canadian champions and teams for award submissions
• Train first and second callers on ICCC expectations, customer engagement standards, and effective call handling practices
• Audit caller performance to ensure consistency, quality, and alignment with customer experience objectives
• Provide coaching and feedback to improve caller capability, confidence, and effectiveness

Requirements:

• Minimum 7 years of professional and project management experience
• University degree or comparable qualification (Data Science preferred)
• Proficient in Power BI, SQL, Python, and database management
• High analytical skills and business acumen
• Excellent communication skills and leadership & influencing skills
• Strong project management capabilities
• English proficiency required; French is a plus
• Senior Advisor/Advisor certification is a plus

University degree or comparable qualification (Data Science preferred); minimum 7 years of professional and project management experience; proficiency in Power BI, SQL, Python, and database management; Senior Advisor/Advisor certification is a plus.