Sr. Customer Relationship Manager - Military veterans preferred

DHL eCommerce

Equal Opportunity Employer/Disability/VET

Location: Remote Office

Job Brief The Senior Customer Relationship Manager (Sr. CRM) serves as a vital link between DHL eCommerce and its key customers, playing an essential role in account management and customer retention strategies. 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 and as a Top Employer, 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. JOB SUMMARY: The Senior Customer Relationship Manager (Sr. CRM) serves as a vital link between DHL eCommerce and its key customers, playing an essential role in account management and customer retention strategies. This position focuses on understanding customer needs, fostering strong relationships, and ensuring high levels of customer satisfaction to drive loyalty and retention for a portfolio of clients. The Sr. CRM leverages customer feedback, financial data, and performance metrics to initiate and manage process improvement projects, utilizing Lean and/or Six Sigma (First Choice) methodologies to enhance the overall customer experience. This role also involves mentoring team members and supporting leadership initiatives within the Customer Service organization. ESSENTIAL DUTIES & RESPONSIBILITIES: Cultivate and maintain strong, trust-based relationships with key customer contacts, acting as a trusted advisor to foster loyalty and long-term partnerships. Serve as the primary point of contact for high-value customers, expertly managing inquiries, complaints, and feedback to ensure all interactions are professional and aligned with customer needs. Efficiently manage customer escalations, ensuring timely and effective resolution of issues to maintain satisfaction and trust. Proactively identify and address potential issues or challenges before they escalate, ensuring customer needs are met and minimizing churn through consistent engagement. Foster a seamless and collaborative approach by aligning and developing relationships across cross-functional teams, to deploy strategic account plans and ensure coordinated support for customers. Conduct in-depth analysis of customer data to identify trends, patterns, and areas for enhancement, leveraging insights to develop targeted initiatives that boost customer engagement, satisfaction, and retention while supporting strategic business growth. Lead initiatives to implement cost-saving measures and drive growth in customer spend and retention, utilizing advanced analytical tools and methodologies. Facilitate and prepare Monthly and Quarterly Business Reviews to assess customer satisfaction, address concerns, and proactively identify opportunities for cost savings, service quality enhancements, and process improvements, while initiating and managing projects that drive increased customer spend and retention. Gather and relay customer feedback on service performance to internal teams, effectively representing the customer's voice within the organization to prioritize their needs in product development and decision-making processes. Proactively communicate shipment status and exceptions to customers, providing timely updates on complaints and case resolutions to ensure transparency and trust. Deliver comprehensive education and training on DHL eCommerce tools, systems, and processes, ensuring regulatory compliance; lead training sessions, workshops, and demonstrations to enhance product knowledge, facilitate customer success, and guide users through features and benefits. Utilize CRM systems to manage customer interactions effectively, document service issues, and track performance metrics, ensuring customer information is always current to facilitate efficient issue resolution and enhance communication. Utilize advanced technologies, such as AI and analytics tools, to personalize customer interactions, predict customer needs, and enhance the overall customer experience. Mentor and support junior team members, fostering their professional growth and enhancing team performance in managing customer relationships. EDUCATION AND/OR EXPERIENCE: A bachelor’s degree in a relevant field, such as marketing, business administration, communication, or customer relationship management; MBA preferred. 8+ years of experience in a customer-facing role, with a proven track record in account management and customer retention strategies. Demonstrated success in managing complex customer relationships and achieving high levels of customer satisfaction. Demonstrated experience with CRM software and tools, with a preference for proficiency in Salesforce.com. Proficient in Microsoft Office (Excel, Outlook, Word, PowerPoint). Experience in logistics or eCommerce sectors is preferred. Lean/Six Sigma certification is a plus. REQUIREMENTS/SKILLS: Exceptional written and verbal communication skills, capable of engaging and influencing stakeholders at all organizational levels. Advanced problem-solving and negotiation skills, with a strong emphasis on conflict resolution. Excellent relationship-building skills, with a deep understanding of the customer journey to prioritize customer needs effectively. Empathy and patience in dealing with challenging customer situations to foster positive outcomes. Proactive mindset with the ability to anticipate customer needs and respond swiftly to challenges. Team-oriented with a collaborative mindset, effectively working with cross-functional teams to achieve common goals. Strong project management skills, with the ability to prioritize tasks and manage multiple customer needs while maintaining attention to detail. A passion for technology with a commitment to continuous learning and adaptability in a fast-paced, dynamic environment. PHYSICAL DEMANDS: Physical demands are consistent with a professional office setting. Regular sitting at workstation for 25 – 75% of the work shift. Travel required (up to 25%). Annual Salary of $84,675 - $126,000 . This compensation range is provided as a reasonable estimate of the starting salary range for this role. Factors that may be used to determine your actual salary may include but are not limited to your specific skills, your work location, how many years of experience you have, and comparison to other employees already in this role. Equal Opportunity Employer – Veterans/Disability Back Share Apply Now



Equal employment opportunity, including veterans and individuals with disabilities.

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