Customer Relationship Manager (COG) B2B

DHL Express; Bogotá; Presencial; COP 180.000.000 - 240.000.000; Jornada completa

Descripción de la vacante

DHL Express in Colombia is seeking a Customer Relationship Manager (COG) B2B to lead the operational strategy for our key corporate customers. You will partner with local, regional and global teams to shape service delivery and customer experience.

The role focuses on strategic leadership, service excellence, and cross-functional collaboration to drive growth. Candidates should have strong analytics, stakeholder management, and a track record of managing complex programs.

Formación

• Bachelor’s degree in Business, Engineering, Supply Chain, Logistics, or related field.
• 5–8 years of experience in logistics, operations, or supply chain roles.
• Proven experience in decision-making positions within complex environments.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management capabilities.
• Ability to manage multiple projects simultaneously.

Responsabilidades

• Define and execute the operational strategy for key B2B customers in Colombia.
• Decide on solution design, prioritization, and resource allocation.
• Lead continuous improvement and operational optimization initiatives.
• Act as the decision-maker in critical service-risk situations.
• Manage operational relationships with strategic customers.
• Support commercial processes (RFI/RFQ, proposals, contract negotiations).
• Translate customer requirements into scalable operational solutions.
• Drive sector initiatives (eCommerce, Fashion) to enhance growth and experience.
• Assess operational readiness for new and evolving customer programs.
• Design and adapt SOPs based on local market needs.
• Lead end-to-end implementation of customer solutions.
• Coordinate across IT, Operations, and third-party stakeholders.
• Monitor KPIs and service performance; present insights and strategic recommendations.
• Define and govern KPIs across customer programs.

Conocimientos

Analytical skills

Stakeholder management

Communication skills

Multi-project management

Educación

Bachelor’s degree in Business, Engineering, Supply Chain, Logistics, or related field

Descripción del empleo

DHL Express is looking for a Customer Relationship Manager (COG) B2B to lead the operational strategy for our most important corporate customers in Colombia.

This is a highly strategic role focused on driving operational excellence, service differentiation, and customer satisfaction. You will work closely with local, regional (Americas), and global teams, acting as the senior operational voice for key accounts.

You will have decision-making authority over operational solutions, escalation management, and cross-functional prioritization.

Key Responsibilities

Strategic Leadership

• Define and execute the operational strategy for key B2B customers in Colombia
• Make decisions regarding solution design, prioritization, and resource allocation
• Lead continuous improvement initiatives and operational optimization efforts
• Act as the key decision-maker in critical service-risk situations

Customer & Commercial Engagement

• Manage operational relationships with strategic customers
• Support commercial processes (RFI/RFQ, proposals, contract negotiations)
• Translate customer requirements into scalable operational solutions
• Drive sector initiatives (eCommerce, Fashion) to enhance growth and experience

Solution Design & Implementation

• Assess operational readiness for new and evolving customer programs
• Design and adapt SOPs based on local market needs
• Lead end-to-end implementation of customer solutions
• Coordinate across IT, Operations, and third-party stakeholders

Performance Management

• Monitor KPIs and service performance (e.g., service commitments)
• Analyze operational data to identify trends and opportunities
• Present performance insights and strategic recommendations to leadership
• Define and govern KPIs across customer programs

Stakeholder & Network Management

• Collaborate with cross-functional teams (Sales, Ops, IT, Finance, COG)
• Participate in regional (Americas) and global initiatives
• Share best practices and contribute to regional strategy
• Influence stakeholders across different levels and geographies

Requirements

Must-have

• Bachelor’s degree in Business, Engineering, Supply Chain, Logistics, or related field
• 5–8 years of experience in logistics, operations, or supply chain roles
• Proven experience in decision-making positions within complex environments
• Strong analytical and problem-solving skills
• Excellent communication and stakeholder management capabilities
• Ability to manage multiple projects simultaneously

Nice-to-have

• Experience with eCommerce or Fashion sector customers
• Exposure to regional or multi-country operations
• Knowledge of B2C logistics or last-mile delivery models
• Certifications (PMP, Lean Six Sigma, APICS)
• Familiarity with DHL operations and systems