Account Manager

GB Recruitment (England, Scotland, Wales); Hitchin; Hybrid; GBP 42,000 - 60,000; Full time

Benefits offered by this job

Company car or car allowance

Pension with employer contribution

GP consultations

Retail and lifestyle discounts

Loans and mortgage advice

Job summary

DigiHaul, DHL Supply Chain's digital freight marketplace, seeks a Customer Success Manager in Hatfield. You will build strong relationships with customers, analyse data, and work with Operations, Sales and Technology to deliver value and growth.

You will lead customer reviews, support launches, manage escalations, and contribute to continuous improvement in a fast-paced logistics environment.

Responsibilities

• Building strong relationships with customers and becoming their trusted point of contact within DigiHaul.
• Analyzing operational and service data to identify trends, risks and opportunities for improvement.
• Leading customer review meetings and presenting service, growth and performance insights.
• Collaborating with Operations, Sales and Technology teams to deliver exceptional customer experiences.
• Supporting the successful launch and implementation of new customers, contracts and transport solutions.
• Identifying opportunities to grow existing accounts and introducing new DigiHaul services that add value.
• Resolving customer challenges, managing escalations and driving continuous improvement initiatives from concept to delivery.

Job description

Grade: RCS J Contract Type: Permanent (Full-Time) Location: Hatfield - Hybrid with Travel Required At DHL Supply Chain, we're shaping the future of logistics by combining industry-leading expertise with innovative digital solutions. One of the most exciting examples of this is DigiHaul, our rapidly growing digital freight marketplace that's transforming the way road freight is planned, managed and delivered. By connecting customers and carriers through smart technology, DigiHaul is creating more efficient, agile and sustainable transport solutions across the UK and beyond. As part of DHL Supply Chain, you'll benefit from the opportunities, stability and global reach of one of the world's most recognised logistics organisations, while working in the fast-paced and entrepreneurial environment of DigiHaul. It's a unique opportunity to combine the best of both worlds: the innovation and energy of a growing technology-led business, backed by the scale, reputation and career development opportunities that come with being part of DHL. Working closely with customers, operational teams and commercial stakeholders, you'll have the chance to make a real impact on service delivery, customer growth and the future success of DigiHaul.

A TYPICAL DAY MAY INVOLVE

• Building strong relationships with customers and becoming their trusted point of contact within DigiHaul.
• Analysing operational and service performance data to identify trends, risks and opportunities for improvement.
• Leading customer review meetings and presenting service, growth and performance insights.
• Collaborating with Operations, Sales and Technology teams to deliver exceptional customer experiences.
• Supporting the successful launch and implementation of new customers, contracts and transport solutions.
• Identifying opportunities to grow existing accounts and introducing new DigiHaul services that add value.
• Resolving customer challenges, managing escalations and driving continuous improvement initiatives from concept to delivery.

THIS ROLE WOULD SUIT PEOPLE WHO

• Enjoy building strong customer relationships and acting as the key link between customers and operational teams.
• Have experience managing customer accounts, owning performance, and taking responsibility for the P&L and overall success of their accounts.
• Ideally you will come from a customer service, transport, warehousing, operations, or wider logistics background, with a good understanding of 3PL operations and transport activities.
• Are customer-focused and skilled at communicating performance, managing expectations, and bringing customers on the journey.
• Are commercially minded and can identify opportunities to improve performance, drive growth, and deliver value for customers and the business.
• Are confident communicators who can influence stakeholders, challenge constructively, and push back when needed while maintaining strong relationships.
• Thrive in a fast-paced environment, enjoy solving problems using data and insight, and want to be part of an innovative logistics business.

WHY JOIN US?

• Access to the company car or car allowance scheme
• Join our generous pension scheme and benefit from an 8% employer contribution, alongside a 4% employee contribution
• Free confidential 24/7 GP consultations
• Hundreds of retail and lifestyle discounts
• Affordable loans, savings schemes and free mortgage advice
• Visit https://careers.dhl.com/global/en/working-at-dhl-supply-chain to learn more

WHO WE ARE

We're the global leaders in supply chain management with 188,000 people in over 50 countries. Our expert teams work together to deliver for our customers across a range of industries including retail, automotive, healthcare and more.

BUILDING AN INCLUSIVE WORKPLACE

At DHL, we're all about creating a workplace where everyone's skills and experiences matter, and where you can be your true self every day. As proud supporters of the Armed Forces Covenant, we value the skills and experience of ex-service personnel and are dedicated to helping our veterans find jobs.