Sr. Customer Relationship Manager

DHL eCommerce

Equal Opportunity Employer/Disability/VET

Location: United States - Remote Office

The Sr. Manager Customer Experience & Service Enablement provides strategic leadership for the capabilities that shape and strengthen customer experience across the end-to-end customer journey.

At DHL, our people are our greatest asset! Everyone’s contribution drives us to be the world's #1 logistics company.

Certified as a Great Place to Work, we're dedicated to fostering a positive, collaborative, and supportive environment for all. Our commitment and engagement with Our People ensure we continuously build a workplace we're all proud of. Plus, with competitive compensation and exceptional perks, we make sure your personal life shines just as brightly as your career.

The Senior Customer Relationship Manager (Sr. CRM) plays a crucial role in Account Management and Team Leadership. This position oversees all aspects of DHL eCommerce Solutions USA's retention and service strategy for an assigned customer portfolio, with customers generating annual revenue of $2M+ ($500K+ for international customers only). The Sr. CRM serves as the primary contact for key customers, cultivating strong relationships and driving significant initiatives to enhance their experience.

Utilizing customer feedback, financial data, and delivery performance, the Sr. CRM initiates and manages process improvement projects using Lean and/or Six Sigma (First Choice) tools to ensure a positive and effortless customer experience. Additionally, the Sr. CRM supports the Director, CRM & Fast Track with team leadership responsibilities.

• Account Management
• Deploy account strategy and tactical plans for customer portfolio in close alignment with the Regional Sales Managers (RSMs).
• Review weekly and monthly delivery performance data to identify issues and improvement opportunities for the customer portfolio.
• Facilitate and prepare Monthly Business Reviews (M ) and/or Quarterly Business Reviews (Q ), actively participating on-site when necessary.
• Conduct in-depth analysis on issues impacting customer performance, providing the Voice of the Customer as input for product development and process improvement.
• Identify cost savings, service quality, and process improvement opportunities, initiating and managing projects to drive growth in customer spend and retention.
• Utilize Lean and/or Six Sigma (First Choice) tools to diagnose the root cause of performance issues and create actionable plans for continuous improvement aligned with customer key performance metrics.
• Serve as the primary contact for incident management and support, coordinating, following up, and proactively updating customers on logged complaints across all functions.
• Assign relevant tasks to Customer Service Specialists (CSS) or Tier 2 Customer Service Representatives (CSR).
• Assess financial trends to develop sales actions and to help facilitate the implementation of additional business.
• Provide applicable education and training to customers on IT tools, systems, and regulatory information.
• Serve as first-level application user support regarding system questions interfacing with IT Support when needed.
• Proactively update customer on shipment status and exceptions, including intermediate updates on complaint and case resolution. Verify data integrity for all reports generated by Customer Service Analysts.
• Maintain external and internal communication related to customers within the portfolio.
• Engage RSM and/or Executive Sponsor as required for escalations or project implementations.
• Obtain regular customer feedback regarding service quality and loyalty, implementing immediate actions to resolve simple issues and achieve quick wins.

• Mentor team members and support their growth and development.
• Provide mentorship to other Customer Service colleagues dealing with complex customer issues.
• Collaborate with Marketing and Leadership members to create customer-facing communications as needed.
• Identify team process improvement opportunities to reduce internal and external customer effort.
• Handle customer escalations.
• Manage special projects as needed.
• Review and analyze team Key Performance Indicators (KPIs) to determine follow-up action items for the Director.

• Bachelor's degree or equivalent experience.
• 6 to 7 years of Customer Service or Account Management experience.
• Desired experience and/or certification in Lean/Six Sigma (First Choice)…