Customer Relationship Manager

DHL; Worksop; On-site; Confidential; Full time

Benefits offered by this job

Pension scheme with employer 8% + 4%

GP consultations (24/7 confidential)

Job summary

DHL is seeking an experienced Customer Partnership Manager to serve as the main link between DHL and its customers at our Worksop site. You will foster strong partnerships, manage issues, and guide continuous service improvements on a day-to-day basis.

This role focuses on collaborative problem solving, turning customer needs into actionable plans while balancing operational realities and business objectives. On-site responsibilities and regular reviews form a core part of the role.

Qualifications

• Experience in logistics, supply chain or operations.
• Strong communication and relationship-building skills.
• Ability to handle challenging conversations calmly.

Responsibilities

• Build and maintain relationships with customer stakeholders at all levels.
• Act as the on-site DHL representative.
• Manage customer issues and escalations through to resolution.
• Collaborate with DHL operations and planning teams to support service delivery.
• Lead monthly customer review meetings with performance data and actions.
• Record, track, and drive completion of agreed actions.
• Identify trends and analyze data to spot improvement opportunities.
• Drive process improvements across DHL and customer operations.
• Provide clear communication between DHL and customer teams to align outcomes.

Skills

Relationship management

Stakeholder engagement

Escalation handling

Data-driven decision making

On-site collaboration

Job description

Customer Relationship Manager

Location: Worksop, Worksop, S80 3EG, United Kingdom

Category: Warehouse and Package Handling, Operations

Employment Type: Permanent

Grade: RCS K
Contract Type: Permanent, working Monday to Friday - office hours
Location: Manton Wood 4 - Worksop

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

Based on site, 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, 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 on site
• 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
• Providing clear communication between DHL and customer teams to ensure alignment and positive outcomes

WHAT WE ARE LOOKING FOR

• 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
• 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 SUCCEED HERE?

We're looking for someone who is relationship-focused rather than sales-driven. You'll be comfortable 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?

• 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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