Commercial Services Manager

DP World; Bicester; On-site; GBP 65,000 - 90,000; Full time

Job summary

DP World seeks an experienced Client Services Manager in Bicester on a 12-month fixed term contract. You will lead the Client Services and Customer Services teams, ensuring outstanding service delivery and strong client relationships across multiple accounts.

You will drive performance, coach teams, resolve client challenges, onboard new clients, and deliver monthly/quarterly performance reports, collaborating with operations, IT, quality, EH&S to ensure service excellence.

Qualifications

• Proven experience leading customer-facing teams in logistics/supply chain/warehousing or service-led environments.
• Experience managing client relationships and delivering against SLAs and KPIs.
• Strong organisational skills and ability to prioritise multiple tasks.
• Experience using Microsoft Office applications and business management systems.
• Demonstrated ability to coach and motivate teams to achieve business objectives.
• Relationship-building and stakeholder management across multiple functions.
• Influencing and coaching to develop team capability and performance.
• Resilience and adaptability with changing priorities and customer demands.
• Ability to communicate complex information clearly to clients and stakeholders.

Responsibilities

• Lead and develop the Client Services and Customer Services teams, fostering a high-performance, customer-focused culture.
• Build and maintain strong client relationships, ensuring service commitments and KPIs are met.
• Manage client enquiries, issues and complaints to deliver positive outcomes.
• Support onboarding of new clients for seamless operations.
• Produce monthly and quarterly client performance reports and maintain audit records.
• Collaborate with operations, IT, quality, EH&S to drive service excellence and compliance.
• Ensure deadlines and customer requirements are met across client accounts.
• Drive training and cross-training to build team capability.
• Oversee people management activities including performance and development.

Skills

Client service leadership

Client relationships

KPI management

Coaching teams

Stakeholder management

Communication

Organisational skills

MS Office

Business management systems

Tools

MS Office

Business management systems

Job description

Job Description

Are you an experienced people leader who thrives on building strong client relationships and delivering exceptional service? Join DP World as a Commercial Services Manager on a 12-month fixed term contract in Bicester, where you'll lead a high-performing team, drive customer excellence, and play a key role in ensuring client satisfaction and operational success.

About The Role

As Client Services Manager, you will lead the Client Services and Customer Services teams, ensuring outstanding service delivery while maintaining strong relationships with key clients. You will be responsible for driving performance, coaching teams, resolving client challenges, and ensuring business objectives and customer expectations are consistently achieved.

How You Will Contribute

• Lead and develop the Client Services and Customer Services teams, fostering a high-performance and customer-focused culture.
• Build and maintain strong client relationships, ensuring service commitments and key performance indicators are consistently achieved.
• Manage and resolve client enquiries, issues, and complaints effectively, delivering positive outcomes and enhancing customer satisfaction.
• Support the successful onboarding of new clients, ensuring a seamless transition into operations.
• Produce accurate monthly and quarterly client performance reports and maintain records for audit and continuous improvement purposes.
• Work collaboratively with operational, information technology, quality, environment, health and safety teams to ensure service excellence and process compliance.
• Ensure operational deadlines and customer requirements are met across all client accounts.
• Drive training and cross-training initiatives to build team capability and ensure understanding of client-specific requirements.
• Take ownership of people management activities, including performance management, absence management, employee development, and employee relations.

What You Will Bring

• Proven experience leading customer-facing or client service teams within a logistics, supply chain, warehousing, or service‑led environment.
• Experience managing client relationships and delivering against service level agreements and key performance indicators.
• Strong organisational skills with the ability to prioritise multiple tasks and meet deadlines.
• Experience using Microsoft Office applications and business management systems.
• Demonstrated ability to coach, develop, and motivate teams to achieve business objectives.
• Relationship building and stakeholder management across multiple business functions.
• Influencing and coaching skills to develop team capability and performance.
• Resilience and adaptability when managing changing priorities and customer demands.
• Ability to communicate complex information clearly to clients, colleagues, and senior stakeholders.

Compensation

DP World offers exciting and challenging roles within a growing international organization. We strive to hire and develop the right people, locally and globally, stimulating personal growth and self-development within an informal atmosphere. We offer a market competitive compensation package.

About DP World

Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world’s trade flow better, changing what’s possible for the customers and communities we serve globally.

With a dedicated, diverse and professional team of more than 103,000 employees spanning 75 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that’s fit for the future.

We’re rapidly transforming and integrating our businesses -- Ports and Terminals, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end‑to‑end supply chain solutions that can change the way the world trades. The DP World family comprises of syncreon, Imperial and P&O.

What's more, we're reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we’re at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimising disruptions from the factory floor to the customer’s door.

WE MAKE TRADE FLOW