Job Purpose •\tManage and develop overall customer engagement within the assigned portfolio. •\tDevelop and implement business development strategies and activities in accordance with company business objectives and the local business environment to deliver profitable growth. •\tSupport 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 •\tMaintain effective relationships with the assigned portfolio by staying informed about customers’ business priorities and needs within the region. •\tDrive and manage profitable growth within the assigned customer portfolio. •\tDeliver services and solutions to customers that meet budget, quality, and agreed service levels. •\tDrives/support the development of new or innovative services and value creation as part of continuous development to meet customer needs. •\tRespond to and resolve customer inquiries/complaints in a timely and effective manner. •\tEstablish customer profiles and identify customer needs. •\tConduct Annual, Quarterly, and Monthly Business Reviews with customers effectively.
Internal Customers •\tDevelop a Customer Account Plan and/or Win Plan that can be adapted to meet customer needs and business fit. •\tWork 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. •\tEngage closely with internal stakeholders by sharing insights on customer buying behaviors and competitor intelligence. •\tEngage closely with internal stakeholders by sharing insights on customer buying behaviours and competitor intelligence.
II) Stakeholders
External Stakeholders •\tIdentify and develop relationships with customer contacts, including but not limited to decision-makers, coaches, gatekeepers, and influencers. •\tWork with third-party service providers, such as packing companies, carriers, truckers, or shipping lines, for special projects when needed. •\tWork with other DHL divisions for end-to-end supply chain solution design or cross-business unit (BU) collaboration.
Internal Stakeholders •\tWork 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. •\tCoach and work closely with the virtual team, including Key Account Managers (KAMs) and After Sales Managers (ASMs)/Program Managers (PMs). •\tConduct regular performance dialogues with country KAMs or ASMs/PMs.
III) Process
Customer Business Development •\tConduct customer meetings/sales visits (both potential & existing) and present company capabilities, value propositions, and business fit. •\tIdentify and develop customer sales leads. •\tLead market profiling and customer/competitor research and analysis activities to understand and identify opportunities and challenges. •\tDevelop and/or communicate effective pricing strategies to drive profitable growth and volume. •\tDevelop supply chain management solutions that meet customer needs. •\tDevelop 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. •\tProactive selling with a buyer’s perspective.
Customer Business Performance •\tEffectively drive monthly, quarterly, and annual business reviews with customers. •\tOverall responsible for achieving customer business targets and KPIs. Drive KPI performance reviews with customers, together with Products. •\tIdentify and drive continuous improvement or value creation opportunities with customers.
Skills/Knowledge •\tSelling with Buyer’s Perspective •\tManagement & Decision Making •\tProject Management •\tIndustry/Sector Knowledge and Expertise •\tFreight Forwarding Knowledge and Expertise •\tExcellent Communications Skills •\tInterpersonal Skills •\tInfluencing Skills •\tNegotiation Skills •\tSolution Design and Process Mapping Skills
Experience/Qualification Requirements •\tDegree holder, relevant post-graduate qualifications will be an advantage. •\tMinimum 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. •\tRelevant experience especially in Retail sector including Luxury brands, Fashion, Sportswear, Apparel, Beauty & Cosmetic sector will be a strong advantage. •\tFluent in English (both written and spoken). •\tAbility to speak Chinese will be an advantage. •\tProficient in computer skills such as Microsoft Word, Microsoft Excel, and Microsoft Powerpoint.
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