Client Customer Service Manager

🕒 July 28

🇺🇸 United States – Remote

⏳ Contract/Temporary

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 28%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• 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 with Operations, Customer Experience, Commercial, Product and Technology teams to deliver client-focused solutions • Support and develop the Client CS Support Manager, promoting continuous improvement and customer excellence

🎯 Requirements

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

🏖️ Benefits

• 12-month fixed-term contract opportunity • Real ownership, visibility and influence • Opportunity to work with major clients to shape service strategies, solve challenges and deliver measurable results • Inclusive workplace where everyone is welcome