Regional Customer Director

Job description

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

Experience & Qualification Requirements

• Bachelor’s degree or equivalent Minimum
• 10 years of experience in the freight forwarding and logistics industry Minimum 5years of experience managing major key accounts at a regional and/or global level