Position: Customer Operations Manager 

Contract Type: Permanent / Full-time
Location: Ryton on Dunsmore, Coventry
Hours:  37.5 hours per week

Salary up £35,000

Why choose DHL eCommerce UK?

Want to work for one of the UK’s best workplaces? We are proud to announce that DHL eCommerce UK has been recognised as a Best Workplace 2024 and achieved Top Employer accreditation for the 4th year running. As well as competitive pay rates, you will be entitled to a range of benefits including discount vouchers for restaurants, cinemas, retail outlets, healthcare and much more as well as pension, enhanced family leave, childcare discounts, employee assistance programme and much more!

About the role:

Successfully implement new customers and new business streams awarded to DHL into the DHL Parcel UK Network.  Working with cross functional teams to interpret customer requirements and onboard new customers into the operational network

Data Analysis and Interpretation

Gather, analyse, and interpret customer data from various sources, including surveys, feedback forms, social media, and transactional data.Identify trends, patterns, and key insights to understand customer behaviour and preferences. 

Customer Feedback Management

Develop and manage processes for collecting customer feedback through NPS, surveys, and other feedback mechanisms.Analyse feedback to identify areas for improvement and opportunities for enhancing customer satisfaction. 

Reporting and Presentation

Create comprehensive reports and presentations that effectively communicate customer insights to stakeholders.Present findings to senior management, marketing teams, and other relevant departments to inform strategic decisions. 

Market Research

Conduct market research to stay informed about industry trends, competitor activities, and emerging customer needs.Utilize research findings to support business development and marketing strategies.

Collaboration

Work closely with cross-functional teams, including marketing, sales, product development, and customer service, to ensure customer insights are integrated into business strategies.Collaborate with Business Development Directors to forecast new business opportunities based on customer insights.Work with Sales and Ops departments to produce a National view and ensure regular communication between departments takes place

Strategy Development

Provide strategic recommendations based on customer insights to drive customer retention, loyalty, and acquisition.Develop and implement customer segmentation strategies to target specific customer groups effectively. 

Performance Monitoring

Monitor the performance of key accounts and corporate customers, providing insights to improve account management and customer relationships.Track and measure the impact of implemented strategies on customer satisfaction and business outcomes. 

Tools and Technology

Utilize advanced analytics tools and software to manage and analyse customer data.Stay updated with the latest technologies and methodologies in customer insight and data analytics. 

Continuous Improvement

Continuously seek opportunities to improve data collection methods, analysis processes, and reporting techniques.Foster a culture of data-driven decision-making within the organisation. 

Training and Development

Train and mentor team members on best practices in customer insight and data analysis.Promote knowledge sharing and continuous learning within the team.

The ideal candidate will have:

Educated to GCSE (or equiv.) standard.  Grade A-C as minimum3 – 5 years of experience working in a related fieldProject management skillsStrong organisational skillsAbility to build relationships quicklyExcellent attention to detailKnowledge of parcel networkAbility to manage stakeholders and influence their decisions

What about career development?

We take every employee’s career seriously and believe in realising their full potential. We have dedicated learning and development programmes that are open to every employee and an open working culture where everyone’s voice is heard, so you can shape your future career path at DHL eCommerce UK.

What will you need to do next?

If you meet the requirements for this role and are looking for your next career move, submit your application to us along with an up-to-date CV

Our approach to Diversity and Inclusion

As a global company, we see the diversity of our employees as a genuine strength.  A strength that we will only really leverage if we ensure that our employees sincerely feel that they can bring their true selves to work every day.

We’re committed to attracting the best possible person for every vacancy irrespective of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief.  We will ensure that all our resourcing activities are fair, transparent, and consistent across the UK.