Contract Manager - Logistics & Customer Success

DHL Supply Chain; Milton Keynes; On-site; Confidential; Full time

Job summary

DHL Supply Chain, Milton Keynes, is recruiting a Contract Manager to own a key customer partnership and ensure exceptional service, operational excellence, and commercial success. The role requires strong relationship management, data-driven performance improvement, and cross-functional leadership in a busy logistics environment.

You will lead day-to-day operations, monitor KPIs, and collaborate with operations, finance, and legal teams to protect profitability while delivering contractual

Qualifications

• Previous Operations experience essential.
• Proven track record in a customer service environment.
• Experience building strong customer relationships.
• Excellent communication skills (verbal and written) at all levels.
• Strong data analytical skills.
• Ability to articulate problems professionally and challenge appropriately.
• IT literacy and ability 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

Customer relationships

Communication

Data analytics

Problem solving

IT literacy

Job description

DHL Supply Chain, Milton Keynes, is recruiting a Contract Manager to own a key customer partnership and ensure exceptional service, operational excellence, and commercial success. The role requires strong relationship management, data-driven performance improvement, and cross-functional leadership in a busy logistics environment.

You will lead day-to-day operations, monitor KPIs, and collaborate with operations, finance, and legal teams to protect profitability while delivering contractual