Remote Senior Customer Experience & CRM Leader

DHL eCommerce; Florida; Remote; USD 85,000 - 118,000; Full time

Job summary

DHL eCommerce is seeking a Senior Customer Relationship Manager to lead retention and service strategy for a high-value customer portfolio in the United States. The role entails driving customer experience improvements, leading cross-functional teams, and leveraging Lean/Six Sigma approaches to optimize performance and value.

The role requires extensive account management experience, strong leadership, and the ability to work remotely while coordinating with regional teams and executives.

Qualifications

• Bachelor's degree or equivalent experience.
• 6 to 7 years of Customer Service or Account Management experience.
• Lean/Six Sigma (First Choice) certification or training desirable.

Responsibilities

• Own and drive account strategy and plans for the customer portfolio.
• Review delivery performance data and identify opportunities for improvement.
• Lead Monthly and Quarterly Business Reviews, including on-site participation when needed.
• Coordinate incident management and escalate as required to resolve issues.

Skills

Leadership

Stakeholder management

Communication

Project management

Analytical skills

SAP

Salesforce.com

Microsoft Excel

Education

Bachelor's degree or equivalent experience

Tools

SAP

Salesforce.com

DHL eCommerce Portal

Job description

DHL eCommerce is seeking a Senior Customer Relationship Manager to lead retention and service strategy for a high-value customer portfolio in the United States. The role entails driving customer experience improvements, leading cross-functional teams, and leveraging Lean/Six Sigma approaches to optimize performance and value.

The role requires extensive account management experience, strong leadership, and the ability to work remotely while coordinating with regional teams and executives.