• 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)