Customer Relationship Manager (COG) B2B

Description

Summary: Lead operational strategy for DHL Express's most important corporate customers in Colombia, driving excellence, differentiation, and satisfaction. Highlights: 1. Strategic leadership in operational strategy for key B2B customers 2. Decision-making authority over operational solutions and escalations 3. Opportunity to lead continuous improvement and optimization efforts DHL Express is looking for a **Customer Relationship Manager (COG) B2B** to lead the operational strategy for our most important corporate customers in Colombia. This is a highly strategic role focused on driving operational excellence, service differentiation, and customer satisfaction. You will work closely with local, regional (Americas), and global teams, acting as the senior operational voice for key accounts. You will have decision\-making authority over operational solutions, escalation management, and cross\-functional prioritization. **Key Responsibilities** ------------------------ ### **Strategic Leadership** * Define and execute the operational strategy for key B2B customers in Colombia * Make decisions regarding solution design, prioritization, and resource allocation * Lead continuous improvement initiatives and operational optimization efforts * Act as the key decision\-maker in critical service\-risk situations ### **Customer \& Commercial Engagement** * Manage operational relationships with strategic customers * Support commercial processes (RFI/RFQ, proposals, contract negotiations) * Translate customer requirements into scalable operational solutions * Drive sector initiatives (eCommerce, Fashion) to enhance growth and experience ### **Solution Design \& Implementation** * Assess operational readiness for new and evolving customer programs * Design and adapt SOPs based on local market needs * Lead end\-to\-end implementation of customer solutions * Coordinate across IT, Operations, and third\-party stakeholders ### **Performance Management** * Monitor KPIs and service performance (e.g., service commitments) * Analyze operational data to identify trends and opportunities * Present performance insights and strategic recommendations to leadership * Define and govern KPIs across customer programs ### **Stakeholder \& Network Management** * Collaborate with cross\-functional teams (Sales, Ops, IT, Finance, COG) * Participate in regional (Americas) and global initiatives * Share best practices and contribute to regional strategy * Influence stakeholders across different levels and geographies **Requirements** ---------------- ### **Must\-have** * Bachelor’s degree in Business, Engineering, Supply Chain, Logistics, or related field * 5–8 years of experience in logistics, operations, or supply chain roles * Proven experience in decision\-making positions within complex environments * Strong analytical and problem\-solving skills * Excellent communication and stakeholder management capabilities * Ability to manage multiple projects simultaneously ### **Nice\-to\-have** * Experience with eCommerce or Fashion sector customers * Exposure to regional or multi\-country operations * Knowledge of B2C logistics or last\-mile delivery models * Certifications (PMP, Lean Six Sigma, APICS) * Familiarity with DHL operations and systems Apply now and be part of a team that connects people and improves lives through world\-class logistics solutions.