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
Why choose DHL eCommerce UK?
Want to work for one of the UK’s best workplaces? DHL eCommerce UK has been recognised as a Best Workplace 2024 and achieved Top Employer accreditation for the 4th year running. In addition to competitive pay, benefits include discount vouchers for restaurants, cinemas, retail outlets, healthcare, pension, enhanced family leave, childcare discounts, employee assistance programme and more.
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 (surveys, feedback forms, social media, transactional data); identify trends and insights to understand customer behaviour and preferences.
* Customer Feedback Management: Develop and manage processes for collecting customer feedback (NPS, surveys, and other feedback mechanisms); analyse feedback to identify improvements and opportunities to enhance customer satisfaction.
* Reporting and Presentation: Create comprehensive reports and presentations to communicate customer insights to stakeholders; present findings to senior management, marketing teams, and other relevant departments.
* Market Research: Conduct market research to stay informed about industry trends, competitor activities, and emerging customer needs; utilise findings to support business development and marketing strategies.
* Collaboration: Work with cross‑functional teams (marketing, sales, product development, customer service) to ensure insights are integrated into strategies; collaborate with Business Development Directors to forecast opportunities; coordinate with Sales and Ops to maintain a National view.
* Strategy Development: Provide strategic recommendations to drive retention, loyalty, and acquisition; develop and implement customer segmentation strategies.
* Performance Monitoring: Monitor key accounts and corporate customers; provide insights to improve account management and customer relationships; track impact of strategies on satisfaction and outcomes.
* Tools and Technology: Utilize advanced analytics tools to manage and analyse data; stay updated with latest technologies in customer insight and data analytics.
* Continuous Improvement: Seek opportunities to improve data collection, analysis, and reporting; foster a data‑driven decision‑making culture.
* Training and Development: Train and mentor team members on best practices in customer insight and data analysis; promote knowledge sharing and continuous learning.
The ideal candidate
* Educated to GCSE (or equivalent) 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
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 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 with an up‑to‑date CV.
Diversity and Inclusion
As a global company, we see the diversity of our employees as a genuine strength and are committed to ensuring employees feel they can bring their true selves to work every day. We attract the best candidates irrespective of age, gender, ethnicity, disability, sexual orientation, gender identity, socio‑economic background, religion and/or belief. Resourcing activities are fair, transparent, and consistent across the UK.
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