Sr. Customer Relationship Manager

DHL eCommerce; Florida; A distancia; USD 85.000 - 118.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Leadership

Stakeholder management

Communication

Project management

Analytical skills

SAP

Salesforce.com

Microsoft Excel

Educación

Bachelor's degree or equivalent experience

Herramientas

SAP

Salesforce.com

DHL eCommerce Portal

Descripción del empleo

DHL eCommerce

Equal Opportunity Employer/Disability/VET

Location: United States - Remote Office

Job Brief

The Sr. Manager Customer Experience & Service Enablement provides strategic leadership for the capabilities that shape and strengthen customer experience across the end-to-end customer journey.

At DHL, our people are our greatest asset! Everyone’s contribution drives us to be the world's #1 logistics company.

Certified as a Great Place to Work, we're dedicated to fostering a positive, collaborative, and supportive environment for all. Our commitment and engagement with Our People ensure we continuously build a workplace we're all proud of. Plus, with competitive compensation and exceptional perks, we make sure your personal life shines just as brightly as your career.

Job Summary

The Senior Customer Relationship Manager (Sr. CRM) plays a crucial role in Account Management and Team Leadership. This position oversees all aspects of DHL eCommerce Solutions USA's retention and service strategy for an assigned customer portfolio, with customers generating annual revenue of $2M+ ($500K+ for international customers only). The Sr. CRM serves as the primary contact for key customers, cultivating strong relationships and driving significant initiatives to enhance their experience. Utilizing customer feedback, financial data, and delivery performance, the Sr. CRM initiates and manages process improvement projects using Lean and/or Six Sigma (First Choice) tools to ensure a positive and effortless customer experience. Additionally, the Sr. CRM supports the Director, CRM & Fast Track with team leadership responsibilities.

Essential Duties & Responsibilities

• Account Management
• Deploy account strategy and tactical plans for customer portfolio in close alignment with the Regional Sales Managers (RSMs).
• Review weekly and monthly delivery performance data to identify issues and improvement opportunities for the customer portfolio.
• Facilitate and prepare Monthly Business Reviews (MBR) and/or Quarterly Business Reviews (QBR), actively participating on-site when necessary.
• Conduct in-depth analysis on issues impacting customer performance, providing the Voice of the Customer as input for product development and process improvement.
• Identify cost savings, service quality, and process improvement opportunities, initiating and managing projects to drive growth in customer spend and retention.
• Utilize Lean and/or Six Sigma (First Choice) tools to diagnose the root cause of performance issues and create actionable plans for continuous improvement aligned with customer key performance metrics.
• Serve as the primary contact for incident management and support, coordinating, following up, and proactively updating customers on logged complaints across all functions.
• Assign relevant tasks to Customer Service Specialists (CSS) or Tier 2 Customer Service Representatives (CSR).
• Assess financial trends to develop sales actions and to help facilitate the implementation of additional business.
• Provide applicable education and training to customers on IT tools, systems, and regulatory information.
• Serve as first-level application user support regarding system questions interfacing with IT Support when needed.
• Proactively update customer on shipment status and exceptions, including intermediate updates on complaint and case resolution. Verify data integrity for all reports generated by Customer Service Analysts.
• Maintain external and internal communication related to customers within the portfolio.
• Engage RSM and/or Executive Sponsor as required for escalations or project implementations.
• Obtain regular customer feedback regarding service quality and loyalty, implementing immediate actions to resolve simple issues and achieve quick wins.

Team Leadership

• Mentor team members and support their growth and development.
• Provide mentorship to other Customer Service colleagues dealing with complex customer issues.
• Collaborate with Marketing and Leadership members to create customer-facing communications as needed.
• Identify team process improvement opportunities to reduce internal and external customer effort.
• Handle customer escalations.
• Manage special projects as needed.
• Review and analyze team Key Performance Indicators (KPIs) to determine follow-up action items for the Director.

Education and/Or Experience

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

Requirements/Skills

• Possesses DHL Leadership attributes: Being Results Oriented, Leveraging Strengths, Providing Purpose, Having and Creating Trust, Focusing on Clear Priorities and Being
• Positive about Challenges, Uncertainty and Change.
• Excellent stakeholder management skills at all levels of organization including executive management.
• Creative thinker with strong customer orientation.
• Effective decision-making and change-management skills.
• Capable of delivering service excellence and responding with sense of urgency to resolve customer concerns/complaints.
• Highly polished communication encompassing speaking, writing, presenting, and negotiating.
• Ability to juggle multiple priorities and drive results in a fast-paced, dynamic environment, with a strong bias for action.
• Strong analytical and quantitative skills, utilizing hard data and metrics to support assumptions and decision-making.
• Solid knowledge of shipment processing and invoicing to drive continuous improvement.
• Established competency in creating and leading customer project plans.
• Strong project management and organization skills.
• Strong aptitude of Microsoft Office (Excel, Word, PowerPoint, Outlook), SAP, Salesforce.com, DHL eCommerce Solutions Customer Web Portal.
• Extensive knowledge of DHL eCommerce Solutions products.
• Meets or exceeds all current team KPIs (for internal candidates).
• Disciplined to work remotely.
  PHYSICAL DEMANDS: Physical demands are consistent with a professional office setting. Regular sitting at workstation for 25 – 75% of the work shift. Travel required (up to 25%).

Annual Salary per location

$85,950-$105,150=AL, AR, AZ, ID, IN, ME, MO, MS, NE, NH, NM, OH, OK, SC, TN, WV

$94,575-$115,525=CO, CT, DC, FL, GA, IA, KS, KY, MI, MN, NC, NV, OR, PA, TX, UT, VA, WI

$98,775-$118,115=DE, IL, MD, RI, WA

$103,125-$122,875=CA, MA, NJ, NY

This compensation range is provided as a reasonable estimate of the salary range for this role. Factors that may be used to determine your actual salary may include but are not limited to your specific skills, your work location, how many years of experience you have, and comparison to other employees already in this role.

To be considered for this role, applicants must be legally authorized to work in the United States and not require employer sponsored work authorization now or in the future.

We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.

Equal employment opportunity, including veterans and individuals with disabilities.