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, influencer 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), Program Managers (PMs), GSC Team, etc.
• Regular Performance Dialogue with Country KAMs or ASMs/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 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)
• Ability to speak Mandarin will be an advantage
• Computer skill knowledge like MS Excel, MS Powerpoint and MS Word