Customer Operations Relationship Manager
Job Description
DHL Express - a company that connects people!
What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world.
Distinguished as No.1 World’s Best Workplace™ by Great Place to Work and Fortune Magazine DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal commitment – to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. Start YOUR career with DHL today…
We are looking for a Customer Operations Relationship Manager based in Diegem. You will play a key role in delivering world‑class operational relationship management for selected global and multinational customers across Europe.
As a Customer Operations Relationship Manager, you will act as the operational lead for your assigned customers, ensuring excellent service quality, driving continuous improvement, and strengthening long‑term customer loyalty. Operating in a complex, international environment, you will represent European Operations within global, cross‑divisional customer teams.
How will you contribute to the success of DHL?
- Act as the Regional Customer Operations Relationship Lead for assigned Global (MNC/CSI) customers.
- Lead day‑to‑day after‑sales operational activities at a regional level.
- Proactively manage operational performance, analyze trends, and initiate corrective actions to improve service quality and customer loyalty.
- Serve as the main operational point of contact and escalation for customers.
- Influence regional and local DHL teams to meet or exceed agreed Service Quality targets.
- Drive and coordinate customer performance reviews, business reviews, site visits, and operational governance forums.
- Ensure Standard Operating Procedures (SOPs) and operational processes are up to date and aligned with customer requirements.
- Identify root causes of operational issues and work closely with Service Quality and Operations teams to deliver sustainable improvements.
- Act as the Voice of the Customer towards Network Operations and other internal stakeholders.
- Support onboarding of new business opportunities and dedicated customer programs.
Do you have what it takes?
- Bachelor’s degree or equivalent professional experience.
- Minimum 3 years of relevant experience in Operations, Customer Service, or Commercial environments.
- Regional or global operational experience is strongly preferred.
- Proven customer‑facing experience in complex, international settings.
- Strong stakeholder management and influencing skills.
- Analytical mindset with a focus on performance management.
- Excellent communication and presentation skills.
- Ability to work independently in a matrix and virtual team environment.
- Proactive, solution‑oriented, and customer‑centric approach.
- English: Advanced level (written and spoken).
- Additional languages are a strong asset.
Please submit your application along with your CV and a copy of your highest educational degree (e.g., Bachelor’s, Master’s, or MBA certificate).