Customer Relationship Manager (Logistics)

GB Recruitment (England, Scotland, Wales); Watford; On-site; GBP 42,000 - 44,000; Full time

Benefits offered by this job

Free parking

On-site gym

Pension scheme

Confidential GP consultations

Flexible working

Job summary

DHL Supply Chain is seeking a customer-facing specialist in Watford to manage relationships across customer stakeholders, act as the on-site DHL representative, and drive service delivery improvements. The role requires steering escalations, presenting performance data, and coordinating with DHL teams to ensure resolutions.

You will work across multiple sites, travel between Watford and Rugby locations, and support continuous improvement initiatives while maintaining a professional,

Qualifications

• 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.

Responsibilities

• 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.

Skills

Driving licence (UK)

Logistics experience

Stakeholder management

Escalation management

Data analysis

People management (desirable)

Organisational skills

Independent working

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.

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 SUCCEED 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.

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 #DSCUKICF

• 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

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. 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.

• 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