DHL Express currently has an opening for an ICCC Manager role in our facility located in Brampton, ON. We are looking for a high-potential leader who is ready to invest in building a team of motivated people. As part of our Canada goal to achieve an ICCC culture, we are driving a series of ICCC activities and require a dedicated manager to support in being successful.
How will you contribute to the success of DHL?
ICCC Strategy, Governance & Program Management
- Support the execution of the ICCC strategy for Canada, ensuring alignment with country, regional, and global customer experience priorities.
- Lead the launch, adoption, and ongoing maintenance of the ICCC+ tool, ensuring effective usage, governance, and continuous improvement.
- Run monthly ICCC meetings, including agenda preparation, stakeholder coordination, action tracking, and follow-up on key deliverables.
- Liaise with the regional ICCC team to align on objectives , priorities, reporting expectations, best practices, and program updates.
Voice of the Customer Reporting & Insights
- Manage reporting of customer feedback and NPS performance related to Voice of the Customer programs.
- Analyze VOC data to identify trends, customer pain points, root causes, and improvement opportunities across the business.
- Provide clear, actionable insights and reports to functional leaders to support data-driven decision-making.
- Lead monthly and quarterly VOC functional reviews, highlighting key performance trends, risks, opportunities, and recommended actions.
Customer Experience Analytics & Business Insights
- Conduct advanced analytics to support customer experience projects, business reviews, and improvement initiatives.
- Develop business insights that translate customer feedback into meaningful operational actions.
- Partner with functional teams to connect VOC insights with operational performance, service quality, and customer journey improvements.
- Support the development of dashboards, reporting tools, and executive-level summaries to improve visibility of customer experience performance.
Customer Experience Improvement Projects
- Lead and execute cross-functional projects aimed at improving customer experience, NPS, and customer satisfaction.
- Partner functional teams to address customer pain points and drive sustainable improvements.
- Track progress, measure benefits, and ensure improvement initiatives are implemented effectively and embedded into daily operations.
- Promote a continuous improvement mindset by using customer feedback as a key driver for change.
ICCC Communications & Engagement
- Lead the ICCC communication campaign for Canada, ensuring employees and leaders are informed, engaged, and aligned on customer experience priorities.
- Share customer insights, success stories, key initiatives, and recognition updates through clear and engaging communication.
- Foster awareness and ownership of customer experience across functions by connecting frontline actions to customer outcomes.
ICCC Awards & Recognition
- Program manage submissions for the Americas ICCC Awards, including timelines, nomination planning, content preparation, stakeholder input, and final submission quality.
- Coach and prepare Canadian champions and teams for award submissions, ensuring achievements are clearly positioned and aligned with ICCC criteria.
- Identify and showcase best practices, customer-centric initiatives, and success stories that demonstrate Canada's contribution to ICCC excellence.
Caller Training, Quality & Capability Building
- Train first and second callers on ICCC expectations, customer engagement standards, and effective call handling practices.
- Audit caller performance to ensure consistency, quality, and alignment with customer experience objectives .
- Provide coaching and feedback to improve caller capability, confidence, and effectiveness.
- Support ongoing capability building to strengthen the quality of customer interactions and feedback collection.
Do you have what it takes?
- Excellent communication skills
- Proficient in Power BI , SQL, Python , database management
- Leadership & Influencing skills
- Language skills: Proficiency in English (French is a plus)
- Minimum of 7 years professional and project management experience
- University degree or comparable qualification (Data Science Preferred)
- Senior Advisor /Advisor certification is a plus
Thank you for your application. Those selected for an interview will be contacted.
