Overview
Position: Customer Operations Manager
Contract Type: Permanent / Full-time
Location: Ryton on Dunsmore, Coventry
Hours: 37.5 hours per week
Salary: up to £35,000
About the role
Successfully implement new customers and new business streams awarded to DHL into the DHL Parcel UK Network. Work with cross functional teams to interpret customer requirements and onboard new customers into the operational network.
Responsibilities
* 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. Utilise 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.
Ideal candidate
* Educated to GCSE (or equiv.) standard. Grade A-C as minimum
* 3 – 5 years of experience in a related field
* Project management skills
* Strong organisational skills
* Ability to build relationships quickly
* Excellent attention to detail
* Knowledge of parcel network
* Ability to manage stakeholders and influence their decisions
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.
Next steps
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.
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.
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