Job Purpose
- Manage and develop the overall customer engagement of the assigned portfolio.
- Develop and perform business development strategies and activities in accordance with company business objectives and the local business environment to deliver profitable growth.
- Support global and regional sector initiatives and drive engagement with both internal and external stakeholders through a clear account development plan.
Accountabilities
I. Customers
External Customers
- Maintain effective relationships with the assigned portfolio by remaining informed about customers’ business priorities and needs within the region.
- Drive and manage profitable growth within the assigned customer portfolio.
- Grow and acquire business from new target customers.
- Deliver services and solutions that meet budget, quality, and agreed service level requirements.
- Drive and support the development of new and innovative services or value-creation initiatives to meet evolving customer needs.
- Respond to and resolve customer inquiries and complaints in a timely and responsive manner.
- Establish customer profiles and identify customer needs.
- Effectively conduct Annual, Quarterly, and Monthly Business Reviews with customers.
Internal Customers
- Develop Customer Account Plans and/or Win Plans that can be adapted to meet customer needs and business objectives.
- Collaborate with Product teams, Key Account Managers, and Bid Management teams within the region to align customer account and win plans for RFIs and RFQs.
- Share customer buying behavior insights and competitor intelligence with internal stakeholders.
II. Stakeholders
External Stakeholders
- Identify and develop relationships with customer contacts, including decision-makers, coaches, gatekeepers, influencers, and other key stakeholders.
- Collaborate with other DHL divisions to develop end-to-end supply chain solutions and drive cross-business unit partnerships.
Internal Stakeholders
- Work closely with countries and internal departments including Products, CDZ, IP, OMS, Finance, First Choice, BPO, IT, and IMPAT to ensure customer satisfaction and seamless service delivery.
- Coach and collaborate with virtual teams, including Key Account Managers (KAMs), Operational Key Account Managers (OKAMs), and Program Managers (PMs).
- Conduct regular performance discussions and alignment meetings with Country KAMs and OKAMs/PMs.
III. Process
Customer Business Development
- Conduct customer meetings and sales visits with both existing and prospective customers and present company capabilities, value propositions, and business fit.
- Identify and develop customer sales opportunities and leads.
- Lead market profiling, customer research, competitor analysis, and market intelligence activities to identify opportunities and challenges.
- Develop and communicate effective pricing strategies to drive profitable growth and volume.
- Design supply chain management solutions that meet customer requirements.
- Develop customer development plans and win plans, ensuring alignment with regional and country stakeholders, including Product and Key Account Managers, for RFQs, tenders, and bids.
- Drive proactive selling using a buyer-focused approach.
Customer Business Performance
- Lead monthly, quarterly, and annual business reviews with customers.
- Own customer business targets and KPIs, driving performance reviews jointly with Product teams.
- Identify and facilitate continuous improvement and value-creation opportunities for customers.
Experience & Qualification Requirements
- Bachelor’s degree or equivalent qualification.
- Minimum 10 years of experience in the freight forwarding and logistics industry.
- Minimum 5 years of experience managing major key accounts at a regional and/or global level.
- Experience within the Technology sector, particularly in semiconductor and data center logistics, is highly advantageous.
- Mandarin language proficiency will be considered an advantage.
