ICCC Manager – DHL Express – Brampton, ON

DHL Express — the world’s #1 Express Delivery and Logistics Company — is hiring an ICCC Manager for its facility in Brampton, Ontario. If you’re a data-savvy leader with a passion for customer experience strategy and the ability to inspire teams around a shared vision, this role puts you at the centre of a high-impact national initiative.

This position plays a critical role in advancing DHL Canada’s ICCC (Insanely Customer Centric Culture) agenda. From managing Voice of the Customer (VOC) programs to leading cross-functional improvement projects and driving employee engagement around customer experience, this is a role where your analytical and leadership skills will directly shape how millions of customers experience DHL every day.

About the Role: ICCC Manager

As ICCC Manager, you’ll own the execution of the ICCC strategy for Canada, ensuring alignment with regional and global customer experience priorities. You’ll lead the launch and governance of the ICCC+ tool, run monthly ICCC meetings, manage NPS and VOC reporting, and deliver analytics that translate customer feedback into meaningful operational action. You’ll also lead award submissions, manage communications campaigns, and build capability across caller teams.

This is a cross-functional leadership role that requires you to work closely with functional teams, regional stakeholders, and frontline employees. Project management discipline, strong communication, and an ability to influence without direct authority are essential to success. You’ll be championing a customer-first mindset across the entire Canadian operation.

Benefits and Salary

DHL Express offers competitive compensation packages and a comprehensive range of programs, services, and benefits designed to support employees in both their professional and personal lives. The company is known for its strong corporate culture centred on personal commitment and development, and invests in its people at every level of the organization.

Responsibilities

The ICCC Manager touches nearly every dimension of customer experience at DHL Canada — from data and reporting to coaching, communications, and cross-functional project delivery. This is a broad and impactful mandate that requires both strategic thinking and hands-on execution to drive measurable improvements in customer satisfaction and NPS performance.

• Support and execute the ICCC strategy for Canada, ensuring alignment with country, regional, and global customer experience priorities
• Lead the launch, adoption, and ongoing governance of the ICCC+ tool, driving effective usage and continuous improvement
• Run monthly ICCC meetings, including agenda preparation, stakeholder coordination, and action tracking
• Manage VOC reporting and NPS performance, analyzing customer feedback data to identify trends, pain points, and improvement opportunities
• Conduct advanced analytics to support customer experience projects and develop dashboards, reporting tools, and executive-level summaries
• Lead cross-functional improvement projects aimed at enhancing customer experience, tracking progress, and measuring realized benefits
• Lead the ICCC communications campaign for Canada, sharing customer insights, success stories, and recognition updates with employees and leaders
• Program manage Americas ICCC Award submissions, including nomination planning, content preparation, and final submission quality
• Train and audit first and second callers on ICCC expectations, customer engagement standards, and effective call handling practices
• Provide coaching and feedback to continuously improve caller capability, confidence, and the quality of customer interactions

Requirements / Skills

DHL is looking for a high-potential leader with a strong foundation in data analytics, project management, and customer experience strategy. The ideal candidate brings both analytical rigour and the interpersonal skills to engage, influence, and motivate stakeholders across all levels of the organization.

• Minimum 7 years of professional and project management experience in a related field
• University degree or comparable qualification; a background in Data Science is preferred
• Proficiency in Power BI, SQL, and Python along with strong database management capabilities
• High analytical skills with the ability to translate complex data into clear, actionable business insights
• Excellent communication and leadership skills with proven ability to influence cross-functional teams
• Business acumen and solid understanding of customer experience frameworks and continuous improvement methodology
• English proficiency is required; French language skills are considered a strong asset
• Senior Advisor / Advisor certification is a plus

How to Apply

To apply for this ICCC Manager position at DHL Express in Brampton, use the link below to access the official job posting. Make sure your resume is up to date and reflects your relevant experience before submitting your application.

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