Regional Customer Director
Customer Solutions and Innovation (CSI) is a DHL's cross divisional commercial and innovation unit. We are responsible for managing DHL's largest and most strategically important customers. In a very competitive market, CSI work with our Business Units colleagues 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 sustained profitable growth for DHL by building customer value through strong relationships, cross-BU customer management, Sector approach and Innovation. The Regional Customer Director supports the Global Customer Director in the respective region.
1. PRE-SALES
In the respective Region, the Regional Customer Director (RCD) supports the Global Customer Director (GCD):
1a. 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
1b. 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
1c. 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
2. SALES
In the respective Region, the RCD supports the GCD for Global deals and leads for Regional deals:
2a. 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
2b. 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
2c. Implementing the deal
- Represent and manage customer expectations, scope changes, approval process and deal activation
- Jointly support and monitor single BU implementation
3. AFTER-SALES
In the respective Region, the RCD supports the GCD:
3a. Service delivery and performance management
- Raise service quality escalation if required in the Region
3b. Account Maintenance
- 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.
- 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.
Requirement for the Role:
- Requires 8-12 years of experience in the Logistics industry, Sector or Customer
- Requires 3-5 years of commercial experience
- Minimum 2-4 years of consultative selling experience in an international context
Education / Qualification / Certification / Requirements:
- 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
- Excellent business English, written and oral
