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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:
Drive sustained profitable growth for DP DHL by building customer value through strong relationships, cross-BU customer management, Sector approach and Innovation. The Regional Customer Manager supports the Global Customer Manager in the respective region and is driving business growth through the consistent management of sales activities for highly strategic customers.
The job can be performed at flexible work locations in Germany, the Netherlands and the UK.
PRE-SALES
In the respective Region, the Regional Customer Manager (RCM) supports the Global Customer Manager (GCM):
Strategic account planning
- Provide input to Customer Development Plan, ensure buy-in within DHL for own region, and execute regional actions
- Identify long run prospects, game changing initiatives, innovation and eCommerce agenda in respective region
- 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 regional 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 in the respective region
- Develop coach networks and network with decision makers in the region to drive DHL agenda within the customer
- Align customer and DHL agenda: early communication of future trends and customer strategies to the BUs before the opportunities come to market
Opportunity/pipeline development
- Identify, assess and develop new/growth/retention/ strategic opportunities regionally
- Drive renewal of profitable business in the region
- 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 regional pipeline to achieve revenue/volume/GP targets
SALES
In the respective Region, the RCM supports the GCM for Global deals and leads for Regional deals:
- Preparing the Deal
- Collect customer requirements and communicate these to CSI Commercial Operations and BU teams
- Define win and pricing strategy
- Work with CSI and BU virtual team and ensure customer requirements are considered in the offer
- 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/region 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
Implementing the deal
- Represent and manage customer expectations, scope changes, approval process and deal activation
- Jointly support and monitor single BU implementation
AFTER-SALES
In the respective Region, the RCM supports the GCM:
- Service delivery and performance management
- Raise service quality escalation if required in the Region
Account Maintenance
In the region:
- Coordinate customer communications, including contractual and T&C changes
- Act as key contact for customer in the respective region. Channel communication to BU account teams and DHL internal functions in the region
- Conduct regional QRRs and QBRs at operational / strategic levels respectively, with the objective that all meetings develop the relationship. Provide input to global QRRs/QBRs
- Drive Customer Satisfaction Survey (CSS) nominations, participation and follow-up for her/his customer in the region
- Communicate contractual and T&C changes to the customer for the region
- Partner with AR team and escalate issues with the customer as needed in the region
- Provide input to Customer Status Update (CSU), follow up on issues and act as escalation instance in the region
Profile:
- Excellent analytical skills
- Creative, innovative, problem solving thinking
- Strong knowledge of DHL’s global, cross-BU services & product portfolio
- Good understanding of the DHL organisation, products, customers and markets
- Effective planning and organising of multiple tasks within deadlines
- High proficiency (certification preferred) with common office and reporting/analysis software (e.g. Excel, Access, Cognos, Crystal, MyBI, PowerBI).
- Certification and experience in First Choice/Six Sigma or other quality management methodology is desirable
- Good written and spoken communication skills (English)
- Minimum 2 years business analysis, advance data analytics, machine learning, trending experience in the logistics industry
- Minimum 2 years’ experience with multiple market-leading reporting applications, Business Intelligence software, etc.
- Minimum 1 year experience in DHL finance or operations
- University degree or equivalent level of education/experience in the logistics/transportation industry
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.
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