Job Purpose
- Manage and develop overall customer engagement within the assigned portfolio.
- Develop and implement business development strategies and activities in accordance with company business objectives and the local business environment to deliver profitable growth.
- Support global and regional sector initiatives and drive engagement with both internal and external stakeholders through a clear account development plan.
Accountabilities
I) Customers
External Customers
- Maintain effective relationships with the assigned portfolio by staying informed about customers business priorities and needs within the region.
- Drive and manage profitable growth within the assigned customer portfolio.
- Deliver services and solutions to customers that meet budget, quality, and agreed service levels.
- Drives/support the development of new or innovative services and value creation as part of continuous development to meet customer needs.
- Respond to and resolve customer inquiries/complaints in a timely and effective manner.
- Establish customer profiles and identify customer needs.
- Conduct Annual, Quarterly, and Monthly Business Reviews with customers effectively.
Internal Customers
- Develop a Customer Account Plan and/or Win Plan that can be adapted to meet customer needs and business fit.
- Work with the Product team, Key Account Managers, and the Bid Management team in the region to communicate and align the customer account/win plan for RFIs/RFQs.
- Engage closely with internal stakeholders by sharing insights on customer buying behaviors and competitor intelligence.
- Engage closely with internal stakeholders by sharing insights on customer buying behaviours and competitor intelligence.
II) Stakeholders
External Stakeholders
- Identify and develop relationships with customer contacts, including but not limited to decision-makers, coaches, gatekeepers, and influencers.
- Work with third-party service providers, such as packing companies, carriers, truckers, or shipping lines, for special projects when needed.
- Work with other DHL divisions for end-to-end supply chain solution design or cross-business unit (BU) collaboration.
Internal Stakeholders
- Work with countries and internal departments such as Products, VAS, Finance, First Choice, BPO, IT, and Implementation to satisfy customers needs and ensure that services are provided smoothly.
- Coach and work closely with the virtual team, including Key Account Managers (KAMs) and After Sales Managers (ASMs)/Program Managers (PMs).
- Conduct regular performance dialogues with country KAMs or ASMs/PMs.
III) Process
Customer Business Development
- Conduct customer meetings/sales visits (both potential & existing) and present company capabilities, value propositions, 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 that meet customer needs.
- Develop a customer development plan/win plan and drive communication and alignment with relevant stakeholders in the region and countries such as Product and Key Account Managers, on strategies for RFQs/tenders/bids.
- Proactive selling with a buyer's perspective.
Customer Business Performance
- Effectively drive monthly, quarterly, and annual business reviews with customers.
- Overall responsible for achieving customer business targets and KPIs. Drive KPI performance reviews with customers, together with Products.
- Identify and drive continuous improvement or value creation opportunities with customers.
Skills/Knowledge
- Selling with Buyer's Perspective
- Management & Decision Making
- Project Management
- Industry/Sector Knowledge and Expertise
- Freight Forwarding Knowledge and Expertise
- Excellent Communications Skills
- Interpersonal Skills
- Influencing Skills
- Negotiation Skills
- Solution Design and Process Mapping Skills
Experience/Qualification Requirements
- Degree holder, relevant post-graduate qualifications will be an advantage.
- Minimum 10 years of solid experience in the logistics or forwarding industry or international supply chain- of which at least 5 years is on Key Account Management at a regional or global level.
- Relevant experience especially in Retail sector including Luxury brands, Fashion, Sportswear, Apparel, Beauty & Cosmetic sector will be a strong advantage.
- Fluent in English (both written and spoken).
- Proficient in computer skills such as Microsoft Word, Microsoft Excel, and Microsoft Powerpoint.
