Customer Operations Manager

Overview

Position: Customer Operations Manager
Location: Ryton on Dunsmore, Coventry
Hours: 37.5 hours per week
Salary: up to £35,000

Why choose DHL eCommerce UK? DHL eCommerce UK has been recognised as a Best Workplace 2024 and Top Employer for the 4th year running. You will be entitled to a range of benefits including discount vouchers for restaurants, cinemas, retail outlets, healthcare and more, along with pension, enhanced family leave, childcare discounts, and employee assistance programmes.

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 surveys, feedback forms, social media, and transactional data; identify trends and insights to understand customer behaviour and preferences.
• Customer Feedback Management: Develop and manage processes for collecting feedback (NPS, surveys, etc.); analyse feedback to identify improvements and opportunities to improve customer satisfaction.
• Reporting and Presentation: Create reports and presentations communicating customer insights to stakeholders; present findings to senior management and relevant departments to inform decisions.
• Market Research: Conduct market research on industry trends, competitor activities, and emerging 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 for 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; measure impact of strategies on satisfaction and business outcomes.
• Tools and Technology: Use advanced analytics tools to manage and analyse data; stay updated with latest technologies and methodologies in customer insight and data analytics.
• Continuous Improvement: Improve data collection, analysis, and reporting techniques; foster a data‑driven culture.
• Training and Development: Train and mentor team members on best practices in customer insight and data analysis; promote knowledge sharing.

Qualifications

• GCSE or equivalent standard, Grade A-C minimum
• 3–5 years of experience in a related field
• Project management skills
• Strong organisational abilities and attention to detail
• Ability to build relationships quickly and manage stakeholders
• Knowledge of parcel network

What will you need to do next?

If you meet the requirements for this role, submit your application with an up-to-date CV.

Our approach to Diversity and Inclusion: As a global company, we value the diversity of our employees and ensure fair, transparent resourcing activities across the UK. We encourage applicants irrespective of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion or belief.

Seniority level: Mid-Senior level | Employment type: Full-time | Job function: Management and Manufacturing | Industries: Transportation, Logistics, Supply Chain and Storage

EEO notice: We are an equal opportunity employer and value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, religion, colour, national origin, gender, sexual orientation, age, disability, or veteran status.