Regional Customer Director

Regional Customer Director
Job Purpose
.
Manage and develop the overall customers engagement of assigned portfolio.
.
Develop and perform business development strategies/activities in accordance with company business objective and local business environment to deliver profitable growth.
.
Support global/regional sector initiatives and drive the engagement of both internal and external stakeholders with clear account development plan.
Accountabilities
I) Customers
External Customers
.
Maintain effective relationship with assigned portfolio by remaining informed about customers business priorities and needs within the region
.
Drive and manage profitable growth with the assigned customer portfolio
.
Grow and hunt business with new target customers
.
Deliver services and solutions to customer that meet budget, quality and agreed service level
.
Drives/support development of new/innovation service or value creation as part of continuous development to meet customer's needs
.
Respond and solve customer enquiries/complaints in a timely and responsive manner
.
Responsible for establishing customer profiles and customer needs.
.
Effectively conduct Annual/Quarterly/Monthly Business Review with customers
Internal Customers
.
Develop Customer Account Plan and/or Win Plan that can be adapted to meet customer needs and business fit
.
Work with Product, Key account managers, Bid Management team in the region to communicate and align customer account/win plan for RFIs / RFQs
.
Close engagement with internal stakeholder by sharing customer's buying behaviours and competitor's intelligence
II) Stakeholders
External Stakeholders
.
Identify and develop relationship with Customer contacts, including but not limited to decision makers, coaches, gatekeepers, inferencers et al.
.
Work with other DHL divisions for end-to-end supply chain solution design or cross BUs collaboration
Internal Stakeholders
.
Work with countries and internal departments such as Products, CDZ, IP, OMS, Finance, First Choice, BPO, IT and IMPAT to satisfy customers needs and make sure service is provided smoothly.
.
Coach and work closely with virtual team - Key Account Managers (KAMs), Operational KAMs (OKAMs)/Program Managers (PMs)
.
Regular performance dialogue and alignment with Country KAMs or OKAMs/PMs
III) Process
Customer Business Development
.
Conduct customer meeting/sales visits (potential & existing) and present company capabilities, value proposition and business fit.
.
Identify and develop customer sales leads.
.
Lead market profiling and customer/competitor research and analysis activities to understand and identify opportunities and challenges.
.
Develop and/or communicate effective pricing strategies to drive profitable growth and volume
.
Develop supply chain management solutions meeting customer needs.
.
Develop customer development plan/win plan and drive the communication and alignment with relevant stakeholder in region and countries such as Product and Key Account Managers on strategy for RFQ's/tenders/bids.
.
Proactive Selling with Buyer's Perspective
Customer Business Performance
.
Effectively drive monthly, quarterly and annual business review with customers
.
Overall responsible for achieving Customer business targets and KPIs. Drive KPI performance review with customer, together with Products
.
Identify and facilitate continuous improvement or value creation opportunities with customers
Experience/Qualification Requirements
.
Degree Holder, relevant post-graduate qualifications will be an advantage
.
10+ years of solid experience in the logistics or forwarding industry or international supply chain
.
5+ years of dealing with major accounts on a regional or global level
.
Relevant experience especially in Chemical Sector will be an advantage
.
Fluent use of English (both written and spoken