Customer Solutions and Innovation (CSI) is a DHL's cross divisional commercial and innovation unit. We manage DHL's largest and most strategic customers. In a very competitive market, CSI work with our Business Divisions and provide value beyond what the customers expect, building stronger ties with Customer key decision makers. We focus on understanding our customer business and industry challenges and applying proven DHL solutions.
Role Purpose:
Drive development of CSI eRetail & Fashion key Marketplace customer by understanding the customer and their growth strategy, building relationships, identifying, and driving opportunities, and pursuing business development based on well communications with Business Units within the region. Identify and support development of solutions and/or replicate existing solutions for the customers. Understand and obtain eCommerce market intelligence to support project-based task force within CSI.
Accountabilities:
A. PRE-SALES
Strategic account planning and development
* Drive development of Customer Development Plan (CDP), ensure Business Unit sign off, secure buy-in within DHL and follow-up on CDP actions
* Identify prospects, game changing initiatives, innovation and eCommerce agenda
* Gather intelligence from internal & external sources to understand the customer (e.g. strategies, operational and procurement culture, supply chain maps including intelligence on ops, specs, incumbents, contracts, etc.)
* Conduct strategic customer dialogues with global decision makers to identify customer's business objectives and supply chain requirements and challenges
Customer Relationship Development
* Identify key customer contacts and build/maintain relationships. Ensuring that there is a business fit
* Develop coach networks (especially at C level) in the customer organizations to drive DHL’s agenda
* Align customer and DHL agenda: early communication of future trends and customer strategies to the BUs before the opportunities come to market
* Communicate with senior executives internally and externally and ensure top to top dialogue
Opportunity/pipeline development
* Identify, assess and develop new/growth/retention/ strategic opportunities globally
* Create future opportunities by translating customer needs & business trends into potential solutions
* Drive renewal of profitable business
* Confirm business fit with customer.
* Support or conduct opportunity assessment with relevant DHL counterparts and obtain go/no go decision from BU on these opportunities
* Manage the pipeline of opportunities across all regions to achieve revenue/volume/GP targets
* Support account team members in the pursuit of opportunities
B. SALES
Preparing the Deal
* Collect customer requirements and communicate these to CSI Commercial Operations and BU teams
* Define win and pricing strategy
* Lead CSI and BU virtual team working on the offer and ensure customer requirements are considered
* Undertake due diligence on solution & price
* Develop proposal, business fit and solution fit
Closing the deal
* Present proposal, business fit, and solution fit
* Adapt proposal and gain sign-off on changes
* Ensure common understanding of service expectations and solutions with the customer, DHL countries/regions and within CSI
* Coordinate and actively engage in negotiations, gain decision maker commitment and close the deal
* Provide input to contract and ensure its sign off prior to the start of trading and in line with CSI and divisional contract approval processes/guidelines
* Gain decision maker commitment
* Support account team members in the closure of opportunities
Implementing the deal
* Represent and manage customer expectations, scope changes, approval process and deal activation
* Jointly support and monitor implementation
* Support and facilitate on customer escalations
C. AFTER-SALES
Customer Management and Sector Enablement
* Raise service quality escalation if required
Customer Management
* Coordinate customer communications, including contractual and T&C changes
* Act as key contact for customer. Channel communication to account teams and DHL internal functions
* Conduct global & regional QRRs and QBRs at operational / strategic levels respectively, with the objective that all meetings develop the relationship
* Drive Customer Satisfaction Survey (CSS) nominations, participation and follow-up for her/his customer
* Partner with Account Receivables team and escalate issues with the customer as needed
* Ensure Customer Status Update (CSU) completion, follow up on issues and act as escalation instance
D. TEAM LEADERSHIP
* Lead a team of Regional Customer Directors (RCDs) and coordinate divisional account team (e.g. monthly team calls)
* Review input from team members and ensure quality & commercial standards are met
E. Sector Enablement
* Collect customer feedback and market development status to CSI sector
* Ensure solutioning fits with the Business Units and identify sector development core areas adhering to Business Units’ business goals
* Support CSI sector to initiate/lead/support project or task force conversations/analysis/implementation with customers and BUs
* Build up individual or cross-BUs pipeline along with volatile eCommerce value chain, figure out common areas to enable eCommerce solutions’ scalability and nuances by bundling differentiated Business Units’ products
Requirement for the Job:
Experience:
* Requires 10-15 years of experience in the Logistics industry, Sector or Customer
* Requires 3-5 years of commercial experience
* Requires >3 years of experience in the global eCommerce industry
* Minimum 3 years of experience working in global/international logistics company
* Minimum 3-5 years of consultative selling experience in an international context
Education/Qualification/Certification Requirements:
* University degree and master is preferred
* In depth knowledge of total supply chain of particular sector
* Willing to undertake extensive international travel
* Excellent analytical and problem solving skills
* Excellent written and oral communication skills
* Effective presentation and facilitation skills
* Structured work approach
* Computer and Microsoft Office proficiency
* International exposure and cultural sensitivity
* Ability to work independently and within a team to deliver results
* Ability to lead and influence without formal authority
* Ability to adapt and perform under changing and uncertain conditions
* Ability to lead and influence in an informal DHL matrix structure
Language Requirement:
* Excellent business English, written and oral
* Local language skills as required (i.e. mandarin)