ICCC Manager

What makes DHL great?  Our People!  We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world. DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business.  Our corporate culture is about personal commitment – to our business, to each other and to our global communities.  DHL is dedicated to being  a great place to work. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.  Start YOUR career with DHL today… 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?

• High analytical skills

• Excellent communication skills 

• Proficient in Power BI , SQL, Python , database management

• Business Acumen  

• Leadership & Influencing skills  

• Project management 

• 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. 

All applicants are required to pass interviews, a criminal check and other background check in order to qualify for the position. 

We are an equal opportunity employer and believe we will gain through the recruitment and development of staff who represent the broad diversity of the Canadian workforce.