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

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

.Fluent use of English (both written and spoken)