Contract Manager - Customer Operations Lead, Milton Keynes

DHL Asia Pacific Shared Services; 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

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