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 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
Skills
Selling with Buyer's Perspective
Project management
Industry/Sector Knowledge and Expertise
Freight Forwarding Knowledge and Expertise
Excellent communications skills
Interpersonal skills
Influencing skills
Negotiation skills
Computer skill knowledge like Word, Excel, Powerpoint
Experience/Qualification Requirements
Degree Holder, relevant post-graduate qualifications will be an advantage
10+ years of solid experience in the logistics or forwarding industry
5+ years of dealing with major accounts on a regional or global level
Relevant experience in international supply chain will be an advantage
