Client Customer Service Manager

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🕒 5 days ago

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Evri

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1974

📦 Logistics

🚗 Transport

🛍️ eCommerce

Logistics • Transport • eCommerce

Evri is a UK-based parcel delivery and logistics company, formerly known as Hermes. It provides last-mile courier and parcel delivery services for consumers and retailers, focusing on e-commerce deliveries, drop-off and collection points, and nationwide transportation of parcels. Evri operates as a carrier for online retailers and serves both consumer (B2C) and business (B2B) shipping needs within the UK and internationally.

📋 Description

• Act as the voice of Customer Service for your client portfolio, partnering with senior stakeholders to understand challenges, identify opportunities and deliver solutions that improve customer and business outcomes • Shape customer experience strategies, driving service improvements and ensuring clients see Evri as a trusted, proactive partner • Build and manage senior-level relationships with key client stakeholders • Lead customer service discussions within service reviews, quarterly business reviews and strategic client meetings • Present performance insights, trend analysis and improvement recommendations • Develop customer service and customer experience strategies tailored to client needs • Drive reductions in avoidable customer contacts through data-led analysis and targeted action plans • Identify opportunities to improve customer journeys, self-service adoption and service performance • Collaborate with Client Development teams to support retention, growth and service enhancement opportunities • Work closely with Operations, Customer Experience, Commercial, Product and Technology teams to deliver client-focused solutions • Support and develop the Client CS Support Manager, promoting a culture of continuous improvement and customer excellence

🎯 Requirements

• Experience managing client relationships within a customer service, customer experience or contact centre environment • A strong understanding of contact centre operations and service performance • Excellent stakeholder management and relationship-building skills • A data-driven approach with the ability to translate insight into action • Strong presentation and communication skills, with confidence engaging senior stakeholders • The ability to influence, challenge and collaborate at all levels • A proactive, solutions-focused mindset and a passion for continuous improvement • Leadership experience and a commitment to developing others