Customer Relationship Manager

DHL Supply Chain; Watford; Hybrid; Confidential; Full time

Job summary

DHL Supply Chain is seeking an experienced Customer Partnership Manager to act as the key link between DHL and a strategic customer. Based primarily at the customer's head office, you will build strong relationships, resolve issues, drive improvements, and ensure high service delivery.

This role is not sales-focused; you will develop partnerships, manage challenging conversations, and balance customer requirements with operational realities and business objectives.

Qualifications

• Must hold a full UK driving licence to commute between UK site locations.
• Experience in logistics, supply chain or operational environment.
• Strong customer relationship management and stakeholder engagement skills.
• Experience managing customer escalations and challenging service-related conversations.
• Confidence presenting information to customers and leading review meetings.
• Experience using data and analysis to identify issues and opportunities for improvement.
• Previous people management experience - desirable.
• Strong organisational skills and attention to detail.
• Ability to work independently, make decisions and think on your feet.

Responsibilities

• Build and maintain strong relationships with customer stakeholders at all levels.
• Act as the day-to-day DHL representative based within the customer's environment.
• Manage customer issues and escalations through to resolution.
• Work closely with DHL operational and planning teams to support service delivery.
• Lead monthly customer review meetings, including presentation of performance data and action plans.
• Record, track and drive completion of agreed actions.
• Identify trends and analyse performance data to highlight opportunities for improvement.
• Drive process improvement initiatives across DHL and customer operations.
• Manage and support a small team on-site with the customer.
• Provide clear communication between DHL and customer teams to ensure alignment and positive outcomes.

Skills

Full UK driving licence

CRM / stakeholder management

Customer escalations

Presentation skills

Data analysis

People management (desirable)

Organisational skills

Independent worker

Collaborative approach

Job description

Salary: £42,000-£44,000 per annum ( depending on experience )
Grade: RCS K
Contract Type: Fixed Term Contract 12 months, Monday-Friday, 40 hours per week
Location: 3 Days Based in Watford (WD17 1TX), 1 day based Rugby (CV23 0XF) and 1 day at another selected site

We're looking for an experienced Customer Partnership Manager to act as the key link between DHL and one of our strategic customers.

Based primarily at the customer's head office, you'll work closely with both customer and DHL teams to build strong working relationships, resolve issues, drive continuous improvement, and ensure a high level of service delivery.

This is not a sales role. We're looking for someone who can develop genuine partnerships, confidently manage challenging conversations, and work collaboratively to find solutions when issues arise.

The successful candidate will become a trusted representative of DHL within the customer's business, balancing customer requirements with operational realities and business objectives.

WHAT YOU'LL DO

• Building and maintaining strong relationships with customer stakeholders at all levels
• Acting as the day-to-day DHL representative based within the customer's environment
• Managing customer issues and escalations through to resolution
• Working closely with DHL operational and planning teams to support service delivery
• Leading monthly customer review meetings, including presentation of performance data and action plans
• Recording, tracking and driving completion of agreed actions
• Identifying trends and analysing performance data to highlight opportunities for improvement
• Driving process improvement initiatives across both DHL and customer operations
• Managing and supporting a small team based on-site with the customer
• Providing clear communication between DHL and customer teams to ensure alignment and positive outcomes

WHAT WE ARE LOOKING FOR

• Must hold a full UK driving licence to commute between UK site locations.
• Previous experience in a logistics, supply chain or operational environment
• Strong customer relationship management and stakeholder engagement skills
• Experience managing customer escalations and challenging service-related conversations
• Confidence presenting information to customers and leading review meetings
• Experience using data and analysis to identify issues and opportunities for improvement
• Previous people management experience- desirable
• Strong organisational skills and attention to detail
• Ability to work independently, make decisions and think on your feet
• A collaborative and professional approach with the ability to build trust quickly

WHO WILL SUCEED HERE?

We're looking for someone who is relationship-focused rather than sales-driven. You'll be comfortable working within a customer's environment, building trust through credibility, professionalism and delivery. You'll be confident handling difficult conversations, influencing stakeholders and working collaboratively to resolve operational challenges.

WHY JOIN US?

• Modern buildings with free parking, subsidised canteens, on site coffee shops, and staff gym.
• We're happy to talk about flexible working - the patterns you’ll cover will be 8am-4pm, 9am-5pm or 10am-6pm
• Join our generous pension scheme and benefit from an 8% employer contribution, alongside a 4% employee contribution
• Free confidential 24/7 GP consultations
• 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.

Please also be aware that we review applications continuously and where we have a large number of applications the application period may close ahead of the provisional interview date. To ensure your application is considered we recommend submitting it as early as possible

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