Senior Manager, Customer Operations Group

DHL Express; Singapore; On-site; SGD 150,000 - 190,000; Full time

Benefits offered by this job

Career development

Learning programs

Inclusive culture

Wellness initiatives

Job summary

DHL Express Singapore invites applications for a Senior Manager, Customer Operations Group. You will bridge Commercial and Country Operations to design customer-centric solutions, ensuring profitable, high-quality service for CSI and global multinational accounts.

You will lead cross-functional teams, drive tender activities, and oversee performance reporting, vendor payments, and service improvements to strengthen customer acquisition, retention and revenue growth in a dynamic express logistics

Qualifications

• 5–7 years of operations management experience in a service industry; air-express experience is preferred.
• Sound operational knowledge of express services, offerings, core capabilities and processes.
• Experience in Commercial or a related customer-facing function is advantageous.
• Proven ability to work with major customers, resolve requirements and contribute to business acquisition, customer retention and revenue growth.
• Strong people leadership skills, with the ability to develop team members to operate independently with stakeholders.
• Excellent communication and presentation skills, with proficiency in spoken and written English.
• A relevant tertiary qualification in business management, logistics or a related discipline.

Responsibilities

• Act as the conduit between Commercial and Country Operations to identify and support the business requirements of CSI and global multinational customers within assigned industry segments.
• Work with Commercial and cross-functional teams to develop and implement customer-specific solutions, incorporating Country and local Operations feedback into customer business plans.
• Communicate customer requirements to local and regional Operations stakeholders, securing the buy-in and support needed for delivery.
• Scope robust solutions using core express capabilities, value-added services and relevant operational best practices.
• Support Commercial and Tender Management during pre-sale initiatives and the preparation of customer RFQ and RFI responses.
• Ensure non-standard commitments, incremental costs and resource requirements are included in Tender Review Board submissions and documented for implementation to prevent scope creep.
• Manage dedicated customer-support resources and address issues that could affect agreed performance levels with Country and Regional stakeholders.
• Investigate recurring customer service escalations, identify root causes and oversee sustainable corrective and service-improvement plans.
• Distribute service-level reports promptly and provide timely, targeted field communications for new initiatives or changed routines.
• Review and approve vendor payments in line with contracts, and pursue B24B cost and productivity improvements.

Skills

People leadership

Operations management

Customer operations

Stakeholder management

English communication

Education

Tertiary qualification in business or logistics

Tools

Excel

ERP systems

Job description

Join the Most International Company in the World – DHL Express Singapore

Would you like to join the world’s most international company? At DHL Express, we have been pioneering cross-border express shipping since 1969, connecting people and businesses in over 220 countries and territories. We don’t just deliver parcels—we deliver possibilities. If you want to make an impact that matters, join our Insanely Customer-Centric team today! Explore exciting opportunities at https://careers.dhl.com/global/en.

DHL Express Singapore is proud to be certified as a best workplace in Singapore since 2017 and ranked No.1 from 2020 for five successive years by global institute Great Place To Work® (GPTW). Here, you will be part of a team of over 1,500 passionate professionals dedicated to Connecting People and Changing Lives through express delivery for some of the world’s most loved and widely recognized brands across the globe.

Your Future. Delivered.

Role Opportunity: Senior Manager, Customer Operations Group

You will support business acquisition and retention by providing operational guidance and ensuring a strong fit between customer needs, commercial commitments and DHL Express’ operational capabilities. Key focus is in the development of enhanced solutions for designated customers and industry segments, focusing on high service quality and performance while ensuring that solution designs and processes are profitable and sustainable.

Your Tasks

• Act as the conduit between Commercial and Country Operations to identify and support the business requirements of CSI and global multinational customers within assigned industry segments.
• Work with Commercial and cross-functional teams to develop and implement customer-specific solutions, incorporating Country and local Operations feedback into customer business plans.
• Communicate customer requirements to local and regional Operations stakeholders, securing the buy-in and support needed for delivery.
• Scope robust solutions using core express capabilities, value-added services and relevant operational best practices.
• Support Commercial and Tender Management during pre-sale initiatives and the preparation of customer RFQ and RFI responses.
• Ensure non-standard commitments, incremental costs and resource requirements are included in Tender Review Board submissions and documented for implementation to prevent scope creep.
• Manage dedicated customer-support resources and address issues that could affect agreed performance levels with Country and Regional stakeholders.
• Investigate recurring customer service escalations, identify root causes and oversee sustainable corrective and service-improvement plans.
• Distribute service-level reports promptly and provide timely, targeted field communications for new initiatives or changed routines.
• Review and approve vendor payments in line with contracts, and pursue B24B cost and productivity improvements.

What You Bring

• 5–7 years of operations management experience in a service industry; air-express experience is preferred.
• Sound operational knowledge of express services, offerings, core capabilities and processes.
• Experience in Commercial or a related customer-facing function is advantageous.
• Proven ability to work with major customers, resolve requirements and contribute to business acquisition, customer retention and revenue growth.
• Strong people leadership skills, with the ability to develop team members to operate independently with stakeholders.
• Excellent communication and presentation skills, with proficiency in spoken and written English.
• A relevant tertiary qualification in business management, logistics, supply chain or a related discipline.

What We Offer

• Career development with a global market leader internationally.
• Comprehensive learning and development programs.
• Inclusive workplace culture.
• Competitive benefits and wellness initiatives.

Ready to Make a Difference?

If you are looking to further your career with the global market leader in Express logistics and are keen to be part of an organization whose focus is to connect people and improve lives, we are interested to hear from you.

DHL is an equal opportunity employer. We reject any form of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.