Product Manager - Customer Services

Position: Product Manager – Customer Services

Contract Type: Permanent / full-time / 37.5 hours per week

Location: Ryton on Dunsmore, Coventry (3 days per week office based)

Salary: Competitive salary & benefits package

Why choose DHL eCommerce UK?

Want to work for one of the UK’s best workplaces? We are proud to announce that DHL eCommerce UK has been recognised as a Best Workplace 2024 and achieved Top Employer accreditation for the 4th year running. As well as competitive pay rates, you will be entitled to a range of benefits including discount vouchers for restaurants, cinemas, retail outlets, healthcare and much more as well as pension, enhanced family leave, childcare discounts, employee assistance programme and much more!

About the role:

Responsible for the development of Customer Service product for DHL eCommerce UK’s network. The Product Manager – Customer Services works collaboratively across all functions ensuring that the services developed are to the highest standard.

Provide support for the Customer Service function to ensure that planned developments are fully understood and that any required changes to systems are developed in collaboration with the functional lead.

• Maintain excellent knowledge on the Customer Service function, and key wider business functions.
• Understand competitor’s activities and methodologies and maintain excellent knowledge of best in class solutions on the market and how they can be leveraged to develop and improve the function
• Development of cooperation with strategic partners to enhance and develop the services within the Customer Service function.
• Develop B2C/B and C2X customer service solutions by identifying potential products, conducting market research, generating product requirements and determining specifications including pricing/costing where necessary.
• Alignment of plans with all interested parties and stakeholders across the business in particular customer service, commercial and operations.
• Collaboration with the IT functions on the development of services.
• Collaboration with the Commercial function on new business opportunity, customer tenders and pitches.
• Keep up to date with industry trends and best practise and utilise this to recommend improvements to the Product.
• Capability to better understand customer requirements and identify appropriate target markets to deliver direct impact and aid the inputs for product development and IT/ operations requirements
• Create product definitions including standard features, naming conventions, SOPS, product manuals, etc. to enhance product standardisation
• Analyse and further develop product fulfilment and additional services continuously taking into account IT environment, standard operating procedures, customer requirements to strengthen the customer loyalty.
• Benchmark operations of product management and development against market, political/regulatory positions and competition, and implement best practices and knowledge sharing.
• Monitor market trends, identify appropriate target markets and identify/ capitalise on product gaps and opportunities within the industry to deliver direct impact on market share and brand awareness.
• Continuously review and provide expertise on commercial model (pre and post launch) including aspects such as new customer canvassing, contractual agreements, SLA agreements and SOPs.
• Work with the Head of Product to create and implement detailed roadmap for the Customer Service Product.
• Support the coordination of product through the product life cycle.
  
  
  

The ideal candidate will have:

• Educated to degree level in a relevant field of expertise
• More than 6 years’ experience working within a Product Management environment
• Working knowledge of and preferably experience within a consumer focused product development and delivery
• Good working knowledge of Salesforce software
• In-depth knowledge of products and areas of responsibility
• Experience in the development and implementation of strategy within a product management environment
• The ability to resolve complex problems with ease
• Exceptional stakeholder management skills, being able to influence up to board-level internally and externally
  
  
  

What about career development?

We take every employee’s career seriously and believe in realising their full potential. We have dedicated learning and development programmes that are open to every employee and an open working culture where everyone’s voice is heard, so you can shape your future career path at DHL eCommerce UK.

What will you need to do next?

If you meet the requirements for this role and are looking for your next career move, submit your application to us along with an up-to-date CV

Our approach to Diversity and Inclusion

As a global company, we see the diversity of our employees as a genuine strength. A strength that we will only really leverage if we ensure that our employees sincerely feel that they can bring their true selves to work every day.

We’re committed to attracting the best possible person for every vacancy irrespective of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We will ensure that all our resourcing activities are fair, transparent, and consistent across the UK.