Global Customer Manager Technology (m/f/d)

Global Customer Manager Technology (m/f/d) weekly working time of 40 hours.

Mondays to Fridays.

TODAY, YOU’RE STIMULATING THE WAY A CUSTOMER SUCCEEDS.

TOMORROW, YOU’RE SHAPING THE WAY THE WORLD WORKS.

At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent the world over. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world.

Customer Solutions & Innovation (CSI) is DHL's cross-divisional commercial and innovation unit. We are responsible for managing about 100 of DHL's largest and most strategically important customers providing them with sector expertise, best in class account management and most innovative products & solutions.

Tasks:

We are looking for a Global Customer Manager who will lead the global development of assigned Technology customer account by positioning DHL as a strategic business partner and delivering agreed programs through a team spanning across DHL Business Units.  In this key role, you will establish effective relationships with key contacts within targeted customer organizations to ensure maximum leverage for DHL's interests and work together to propose business solutions that add value to the customer's business and enhance its performance and reputation while maximizing DHL sales and revenue growth.

Preferred place of work is UK, Sweden and Netherlands but the job can optionally also be taken up from all over Europe.

PRE-SALES

Strategic account planning

• Drive development of Customer Development Plan, ensure BU sign off, secure buy-in within DP DHL and follow-up on CDP actions
• Identify long run prospects, game changing initiatives, innovation and eCommerce agenda
• Gather intelligence from internal & external sources to understand the customer (e.g. strategies, operational and procurement culture, supply chain maps including intelligence on ops, specs, incumbents, contracts, etc.)
• Conduct strategic customer dialogues with global decision makers to identify customer's business objectives and supply chain requirements and challenges

Customer Relationship Development

• Identify key customer contacts and build/maintain relationships. Ensure business fit
• Develop coach networks (especially at C level) in the customer organizations to drive DHL agenda
• Align customer and DHL agenda: early communication of future trends and customer strategies to the BUs before the opportunities come to market
• Communicate with senior execs internally and externally and ensure top to top dialogue

Opportunity/pipeline development

• Identify, assess and develop new/growth/retention/ strategic opportunities globally
• Create future opportunities by translating customer needs & business trends into potential solutions
• Drive renewal of profitable business
• Confirm business fit with customer.
• Support or conduct opportunity assessment with relevant DHL counterparts and obtain go/no go decision from BU on these opportunities
• Manage the pipeline of opportunities across all regions to achieve revenue/volume/GP targets
• Support account team members in the pursuit of opportunities

SALES

Preparing the Deal

• Collect customer requirements and communicate these to CSI Commercial Operations and BU teams
• Define win and pricing strategy
• Lead CSI and BU virtual team working on the offer and ensure customer requirements are considered
• Undertake due diligence on solution & price
• Develop proposal, business fit and solution fit

Closing the deal

• Present proposal, business fit, and solution fit
• Adapt proposal and gain sign-off on changes
• Ensure common understanding of service expectations and solutions with the customer, DHL countries/regions and within CSI
• Coordinate and actively engage in negotiations, gain decision maker commitment and close the deal
• Provide input to contract and ensure its sign off prior to the start of trading and in line with CSI and divisional contract approval processes/guidelines
• Gain decision maker commitment
• Support account team members in the closure of opportunities

Implementing the deal

• Represent and manage customer expectations, scope changes, approval process and deal activation
• Jointly support and monitor single BU implementation

AFTER-SALES

Service delivery and performance management

• Raise service quality escalation if required

Account Maintenance

• Coordinate customer communications, including contractual and T&C changes
• Act as key contact for customer. Channel communication to account teams and DHL internal functions
• Conduct global & regional QRRs and QBRs at operational / strategic levels respectively, with the objective that all meetings develop the relationship
• Drive Customer Satisfaction Survey (CSS) nominations, participation and follow-up for her/his customer
• Partner with AR team and escalate issues with the customer as needed
• Ensure Customer Status Update (CSU) completion, follow up on issues and act as escalation instance

TEAM LEADERSHIP

• Lead teams of Regional Customer Managers (RCMs) and coordinate divisional account team (e.g. monthly team calls)

Profile:

• Requires 10-15 years of experience in the Logistics industry, Sector or Customer
• Minimum 1-2 years of experience with one or more DPDHL divisions, including managing senior stakeholders
• For GCM with direct reports: Min. 1-2 years of experience managing teams
• Requires 3-5 years of commercial experience
• Minimum 3-5 years of consultative selling experience in an international context
• University degree
• In depth knowledge of total supply chain of particular sector
• Willing to undertake extensive international travel
• Excellent analytical and problem solving skills
• Excellent written and oral communication skills
• Effective presentation and facilitation skills
• Structured work approach
• Computer and Microsoft Office proficiency
• International exposure and cultural sensitivity
• Ability to work independently and within a team to deliver results
• Ability to lead and influence without formal authority
• Ability to adapt and perform under changing and uncertain conditions
• Ability to lead and influence in an informal DHL matrix structure
• Excellent business English, written and oral

Your benefits

We offer excellent employee benefits, a competitive salary package and great development opportunities.

Your contact:

Louis Ziegler  will be happy to answer your questions via telephone +49 228 182 47713.

Interested in this responsible position with its varied tasks? Please click on “Apply Here” and send us your complete application, including a cover letter, CV, references, your desired salary and your earliest possible starting date. You can find further information at dpdhl.jobs.

 We are looking forward to your application.

CONNECTING PEOPLE. IMPROVING LIVES.