DHL Express is hiring anICCC Managerin 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 prioritiesLead the launch, adoption, and ongoing maintenance of the ICCC+ tool, ensuring effective usage, governance, and continuous improvementRun monthly ICCC meetings, including agenda preparation, stakeholder coordination, action tracking, and follow-upLiaise with the regional ICCC team to align on objectives, priorities, reporting expectations, best practices, and program updatesManage reporting of customer feedback and NPS performance related to Voice of the Customer programsAnalyze VOC data to identify trends, customer pain points, root causes, and improvement opportunitiesProvide clear, actionable insights and reports to functional leaders to support data-driven decision-makingLead monthly and quarterly VOC functional reviewsConduct advanced analytics to support customer experience projects, business reviews, and improvement initiativesDevelop business insights that translate customer feedback into meaningful operational actionsPartner with functional teams to connect VOC insights with operational performance and service qualitySupport the development of dashboards, reporting tools,



and executive-level summariesLead and execute cross-functional projects aimed at improving customer experience, NPS, and customer satisfactionTrack progress, measure perks, and ensure improvement initiatives are implemented effectivelyPromote a continuous improvement mindset using customer feedback as a key driver for changeLead the ICCC communication campaign for Canada, ensuring employees and leaders are informed and engagedShare customer insights, success stories, key initiatives, and recognition updatesProgram manage submissions for the Americas ICCC Awards, including timelines, nomination planning, content preparation, and final submission qualityCoach and prepare Canadian champions and teams for award submissionsTrain first and second callers on ICCC expectations, customer engagement standards, and effective call handling practicesAudit caller performance to ensure consistency, quality, and alignment with customer experience objectivesProvide coaching and feedback to improve caller capability, confidence, and effectivenessRequirements:Minimum 7 years of professional and project management experienceUniversity degree or comparable qualification (Data Science preferred)Proficient in Power BI, SQL, Python, and database managementHigh analytical skills and business acumenExcellent communication skills and leadership & influencing skillsStrong project management capabilitiesEnglish proficiency required; French is a plusSenior Advisor/Advisor certification is a plusUniversity 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.#J-18808-Ljbffr

📌 Iccc Manager (Winnipeg)
🏢 DHL Express
📍 Winnipeg