DHL Express is hiring an ICCC Manager in Brampton, Ontario. This role is central to advancing DHL Canada's Insanely Customer Centric Culture (ICCC) agenda, encompassing strategy execution, Voice of the Customer (VOC) reporting, advanced analytics, cross-functional project leadership, communications, awards management, and caller capability building.

Responsibilities include:

Support and execute 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

Liaise with the regional ICCC team to align on objectives, priorities, reporting expectations, best practices, and program updates

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

Provide clear, actionable insights and reports to functional leaders to support data-driven decision-making

Lead monthly and quarterly VOC functional reviews

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 and service quality

Support the development of dashboards, reporting tools, and executive-level summaries

Lead and execute cross-functional projects aimed at improving customer experience,



NPS, and customer satisfaction

Track progress, measure benefits, and ensure improvement initiatives are implemented effectively

Promote a continuous improvement mindset using customer feedback as a key driver for change

Lead the ICCC communication campaign for Canada, ensuring employees and leaders are informed and engaged

Share customer insights, success stories, key initiatives, and recognition updates

Program manage submissions for the Americas ICCC Awards, including timelines, nomination planning, content preparation, and final submission quality

Coach and prepare Canadian champions and teams for award submissions

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

Requirements:

Minimum 7 years of professional and project management experience

University degree or comparable qualification (Data Science preferred)

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

High analytical skills and business acumen

Excellent communication skills and leadership & influencing skills

Solid project management capabilities

English proficiency required; French is a plus

Senior Advisor/Advisor certification is a plus

University degree or comparable qualification (Data Science preferred); minimum 7 years of professional and project management experience; proficiency in Power BI, SQL, Python, and database management; Senior Advisor/Advisor certification is a plus.

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📌 ICCC Manager (Ontario)
🏢 DHL Express
📍 Ontario