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
• To drive and manage profitable growth with the assigned customer portfolio
• 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, inferences et al
• Work with third party service provider like packing company, carriers, truckers, or shipping lines for special projects when needed
• 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, VAS, Finance, First Choice, BPO, IT and Implementation to satisfy customers’ needs and make sure service is provided smoothly
• Coach and work closely with virtual team - Key Account Managers (KAMs), After Sales Managers (ASMs)/Program Managers (PMs)
• Regular Performance Dialogue with Country KAMs or ASMs/PMs
III) 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
IV) 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 drive continuous improvement or value creation opportunities with customers
Skills/Knowledge
· Selling with Buyer’s Perspective
· Management & Decision Making
· Project management
· Industry/Sector Knowledge and Expertise
· Freight Forwarding Knowledge and Expertise
· Excellent communications skills
· Interpersonal skills
· Influencing skills
· Negotiation skills
· Solution design and process mapping skills
Experience/Qualification Requirements
• Degree Holder, relevant post-graduate qualifications will be an advantage
• 6-8 years of solid experience in the logistics or forwarding industry
• Of which at least 2 years is dealing with major accounts on a regional or global level
• Relevant experience in International Supply Chain, Decarbonization Market Trend and Digitization Processes will be an added advantage
• Fluent use of English (both written and spoken)
• Computer skill knowledge like MS Excel, MS Powerpoint and MS Word
