Account Manager

Grade: RCS J
Contract Type: Permanent (Full-Time)
Location: Worksop – S80 3EG

This Account Manager role sits within DHL Supply Chain's Consumer Business Unit, supporting a multi-customer warehouse and co-pack operation. You will deliver an excellent on-site customer experience, ensuring service consistently meets expectations while driving continuous improvement across warehouse operations. Working closely with operational teams, you will review performance, lead customer engagement, and identify opportunities to improve efficiency and add value across the site.

As an Account Manager, you will act as the voice of the customer on-site, influencing decisions and shaping operational performance. DHL promotes a culture of continuous improvement, collaboration, and development, offering the opportunity to build strong stakeholder relationships and progress your career within a dynamic warehouse environment.

• Acting as the primary point of contact on-site, representing the customer internally and coordinating activity across warehouse, transport, IT, and support functions
• Maintaining a strong GEMBA presence, staying close to warehouse operations to understand real-time challenges, risks, and improvement opportunities
• Proactively identifying risks and opportunities ahead of reporting cycles, using data and FMCG insight to inform actions and recommendations
• Reviewing KPIs and performance data, translating insight into clear actions to improve service, efficiency, and customer outcomes
• Leading customer interactions and governance meetings, providing transparent updates, driving accountability, and aligning on priorities
• Owning issues end-to-end, ensuring root cause is understood, resolved, and embedded into improved processes to prevent recurrence
• Driving continuous improvement activity across the operation, bringing ideas, best practice, and innovation to deliver measurable value

• Have a strong understanding of operational processes within a supply chain environment, particularly warehousing, and stay closely connected to day-to-day operations (GEMBA) - Essential
• Have proven experience in a customer-facing operational account management role, acting as a key interface between customer and operations
• Proactively bring insight, identify risks early, and use FMCG/retail knowledge to anticipate challenges and opportunities ahead of standard reporting cycles
• Take ownership of issues end-to-end, ensuring root cause is addressed and sustainable solutions are implemented
• Can navigate complex, matrix organisations, acting as a single point of coordination across multiple functions to drive action and simplify communication
• Are passionate about continuous improvement, actively identifying and delivering CI opportunities that drive measurable value across warehouse operations
• Have strong analytical, communication, and influencing skills, with the ability to engage senior stakeholders and translate operational data into clear, actionable insights

• Access to the Company Car or Car Allowance Scheme
• Join our generous pension scheme and benefit from an 8% employer contribution, alongside a 4% employee contribution
• Free confidential 24/7 GP consultations
• Hundreds of retail and lifestyle discounts
• Affordable loans, savings schemes and free mortgage advice
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