TODAY, YOU’RE STIMULATING THE WAY A CUSTOMER SUCCEEDS.
TOMORROW, YOU’RE SHAPING THE WAY THE WORLD WORKS.
At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent the world over. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world.
Customer Solutions & Innovation (CSI) is DHL’s cross-divisional commercial and innovation unit. We are responsible for managing about 100 of DHL’s largest and most strategically important customers providing them with sector expertise, best in class account management and most innovative products & solutions.
Job Purpose:
We are looking for a Regional Customer Director who will lead the regional development of assigned top Technology customer account(s) by positioning DHL as a strategic business partner and delivering agreed programs through a team spanning across DHL Business Units. In this key role, you will establish effective relationships with key contacts within targeted customer organizations to ensure maximum leverage for DHL’s interests and work together to propose business solutions that add value to the customer’s business and enhance its performance and reputation while maximizing DHL sales and revenue growth.
Location is flexible and role can be based in Dallas, Houston, El Paso, Plantation, Brazil, Mexico or Panama.
Principal Accountabilities:
PRE-SALES
Strategic account planning
Provide input to Customer Development Plan, ensure buy-in within DHL for own region, and execute regional actions
Identify long run prospects, game changing initiatives, innovation and eCommerce agenda in respective region
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 regional 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. Ensure business fit in the respective region
Develop coach networks and network with decision makers in the region to drive DHL agenda within the customer
Align customer and DHL agenda: early communication of future trends and customer strategies to the BUs before the opportunities come to market
Opportunity/pipeline development
Identify, assess and develop new/growth/retention/ strategic opportunities regionally
Drive renewal of profitable business in the region
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 regional pipeline to achieve revenue/volume/GP targets
SALES
In the respective Region, the RCM supports the GCM for Global deals and leads for Regional deals:
Preparing the Deal
Collect customer requirements and communicate these to CSI Commercial Operations and BU teams
Define win and pricing strategy
Work with CSI and BU virtual team and ensure customer requirements are considered in the offer
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/region 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
Implementing the deal
Represent and manage customer expectations, scope changes, approval process and deal activation
Jointly support and monitor single BU implementation
AFTER-SALES
In the respective Region, the RCM supports the GCM:
Service delivery and performance management
Raise service quality escalation if required in the Region
Account Maintenance
In the region:
Coordinate customer communications, including contractual and T&C changes
Act as key contact for customer in the respective region. Channel communication to BU account teams and DHL internal functions in the region
Conduct regional QRRs and QBRs at operational / strategic levels respectively, with the objective that all meetings develop the relationship. Provide input to global QRRs/QBRs
Drive Customer Satisfaction Survey (CSS) nominations, participation and follow-up for her/his customer in the region
Communicate contractual and T&C changes to the customer for the region
Partner with AR team and escalate issues with the customer as needed in the region
Provide input to Customer Status Update (CSU), follow up on issues and act as escalation instance in the region
Knowledge, Skills and Experience
Requires 8-12 years of experience in the Logistics industry, Sector or Customer
Minimum 1-2 years of experience with one or more DPDHL divisions, including managing senior stakeholders
Requires 3-5 years of commercial experience
Minimum 2-4 years of consultative selling experience in an international context
University degree
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
Your contact:
Felix Meyer will be happy to answer your questions via telephone +49 228 189 47714.
Interested in this responsible position with its varied tasks? Please click on “Apply Here” and send us your complete application, including a cover letter, CV, references, your desired salary and your earliest possible starting date. You can find further information at dpdhl.jobs.
We are looking forward to your application.
CONNECTING PEOPLE. IMPROVING LIVES.
