Regional Customer Director

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