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

· Maintaineffective relationship with assigned portfolio by remaining informed aboutcustomers’ business priorities and needs within the region

· Drive and manage profitable growth with the assigned customer portfolio

· Grow and hunt business with new target customers

· 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, inferencers et al.

· 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, CDZ, IP, OMS, Finance, First Choice, BPO, IT and IMPAT to satisfy customers’ needs and make sure service is provided smoothly.

· Coach and work closely with virtual team - Key Account Managers (KAMs), Operational KAMs (OKAMs)/Program Managers (PMs)

· Regular performance dialogue and alignment with Country KAMs or OKAMs/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 facilitate continuous improvement or value creation opportunities with customers

Experience & Qualification Requirements

· Bachelor’s degree or equivalent

· Minimum 10 years of experience in the freight forwarding and logistics industry

· Minimum 5years of experience managing major key accounts at a regional and/or global level

· Relevant experience in the Technology sector, particularly in semiconductor and data center logistics, will be an advantage