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.
