Contract Manager

Deutsche Post DHL; Milton Keynes; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Free parking

33 days annual leave

Pension with 8% employer contribution

4% employee contribution

GP consultations

Retail and lifestyle discounts

Loans and savings schemes

Mortgage advice

Job summary

DHL Asia Pacific Shared Services in Milton Keynes is seeking a Contract Manager to lead day-to-day customer operations, owning a key partnership and driving service excellence. The role focuses on operational performance, contractual compliance, and profitable delivery in a fast-paced logistics environment.

As a permanent, full-time position based in Milton Keynes (MK4), you will coach teams, manage escalations, and collaborate with finance, legal, and support functions to meet KPIs and customer

Qualifications

• Previous operations experience required.
• Proven track record in a customer service environment.
• Experience of building a strong customer relationship.
• Excellent communication both verbally and written, to all levels.
• Strong data analytical skills.
• Able to articulate problems professionally and challenge in the right way.
• IT literate and able to adapt to new technologies.

Responsibilities

• Lead the day-to-day management of customer operations, acting as the primary escalation point for service issues, problem resolution, and customer concerns.
• Build and maintain strong relationships across multiple customer brands, ensuring exceptional service delivery and customer satisfaction.
• Drive operational performance by balancing service excellence, contractual compliance, and commercial objectives.
• Coach, develop, and support team members, creating a high-performance culture focused on continuous improvement and customer success.
• Provide clear leadership, direction, and guidance to ensure teams consistently achieve customer and business KPI's.
• Collaborate with operational, technical, finance, legal, and support functions to deliver contractual commitments while protecting profitability and managing commercial risk.
• Monitor performance against internal and external KPIs, using effective stakeholder management and governance to drive best-in-class customer service.
• Proactively identify service improvement opportunities, implement innovative solutions, and add value through consultation, continuous improvement, and customer-focused initiatives.

Skills

Operations experience

Customer service

Relationship building

Data analysis

Communication skills

IT literacy

Job description

Position: Contract Manager
Location: Milton Keynes (MK4)
Grade: RCS. K
Shift patterns: Monday-Friday. Day time hours (08:00-16:00)
Contract Type: Permanent (Full-Time)

At DHL Supply Chain, we don't just move products, we power some of the world's most innovative digital brands. We're looking for a dynamic Contract Manager to join our Milton Keynes operation, taking ownership of a key customer partnership and ensuring exceptional service, operational excellence, and commercial success. If you're passionate about building strong client relationships, driving performance, and leading continuous improvement within a fast-paced logistics environment, this is your opportunity to make a real impact with a global market leader.

A TYPICAL DAY MAY INVOLVE

• Lead the day-to-day management of customer operations, acting as the primary escalation point for service issues, problem resolution, and customer concerns
• Build and maintain strong relationships across multiple customer brands, ensuring exceptional service delivery and customer satisfaction
• Drive operational performance by balancing service excellence, contractual compliance, and commercial objectives
• Coach, develop, and support team members, creating a high-performance culture focused on continuous improvement and customer success
• Provide clear leadership, direction, and guidance to ensure teams consistently achieve customer and business KPI's
• Collaborate with operational, technical, finance, legal, and support functions to deliver contractual commitments while protecting profitability and managing commercial risk
• Monitor performance against internal and external KPIs, using effective stakeholder management and governance to drive best-in-class customer service
• Proactively identify service improvement opportunities, implement innovative solutions, and add value through consultation, continuous improvement, and customer-focused initiatives

THIS ROLE WOULD SUIT PEOPLE WHO

• Previous Operations experience is essential
• Proven track record in a customer service environment
• Experience of building a strong customer relationship
• Excellent communication both verbally and written, to all levels
• Strong data analytical skills
• Able to articulate problems professionally and challenge in the right way
• IT literate and able to adopt to new technologies

WHY JOIN US?

• Free parking and on-site canteen
• 33 days annual leave
• 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.