Customer Solutions and Innovation (CSI) is a DHL's cross divisional commercial and innovation unit. We are responsible for managing DHL's largest and most strategically important customers. In a very competitive market, CSI work with our Business Units (BUs) colleagues and provide value beyond what the customers expect, building stronger ties with Customer key decision makers. We focus on understanding our customer business and industry challenges and applying proven DHL solutions.

Role Purpose:

Drive sustained profitable growth for DHL by building customer value through strong relationships, cross-BU customer management, Sector approach and Innovation. Assigned customer is considered highly strategic even among CSI customers.

Accountabilities:
A.  PRE-SALES

Strategic account planning

Drive development of Customer Development Plan, ensure BU sign off, secure buy-in within DHL and follow-up on CDP actionsIdentify long run prospects, game changing initiatives, innovation and eCommerce agendaGather 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 agendaAlign customer and DHL agenda: early communication of future trends and customer strategies to the BUs before the opportunities come to marketCommunicate with senior execs internally and externally and ensure top to top dialogue

Opportunity/pipeline development

Identify, assess and develop new/growth/retention/ strategic opportunities globallyCreate future opportunities by translating customer needs & business trends into potential solutionsDrive renewal of profitable businessConfirm business fit with customerSupport or conduct opportunity assessment with relevant DHL counterparts and obtain go/no go decision from BU on these opportunitiesManage the pipeline of opportunities across all regions to achieve revenue/volume/GP targetsSupport account team members in the pursuit of opportunities

B.  SALES

Preparing the Deal

Collect customer requirements and communicate these to CSI Commercial Operations and BU teamsDefine win and pricing strategyLead CSI and BU virtual team working on the offer and ensure customer requirements are consideredUndertake due diligence on solution & priceDevelop proposal, business fit and solution fit

Closing the deal

Present proposal, business fit, and solution fitAdapt proposal and gain sign-off on changesEnsure common understanding of service expectations and solutions with the customer, DHL countries/regions and within CSICoordinate and actively engage in negotiations, gain decision maker commitment and close the dealProvide input to contract and ensure its sign off prior to the start of trading and in line with CSI and divisional contract approval processes/guidelinesGain decision maker commitmentSupport account team members in the closure of opportunities

Implementing the deal

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

C.  AFTER-SALES

Service delivery and performance management

Raise service quality escalation if required
Account MaintenanceCoordinate customer communications, including contractual and T&C changesAct as key contact for customer. Channel communication to account teams and DHL internal functionsConduct global & regional QRRs and QBRs at operational / strategic levels respectively, with the objective that all meetings develop the relationshipDrive Customer Satisfaction Survey (CSS) nominations, participation and follow-up for her/his customerPartner with AR team and escalate issues with the customer as neededEnsure Customer Status Update (CSU) completion, follow up on issues and act as escalation instance

D. TEAM LEADERSHIP

Managed Accounts:

Lead a team of Regional Customer Directors (RCDs) and coordinate divisional account team (e.g. monthly team calls)Review input from team members and ensure quality & commercial standards are metConduct regular performance reviews of RCDs and ensure adherence to agreed KPIs, IKOs and standards (only GCD with direct reports)Assess individual development needs and support measures to fulfill these (e.g. training) (only GCD with direct reports)

Coordinated Accounts:

Coordinate virtual team of divisional key account managersCoach and support team members on core activities. Review input from team members and ensure quality & commercial standards are metMonitor sales performance against cross divisional growth targets and address areas behind target

NOTE FOR COORDINATED ACCOUNTS:

- The GCD is not in the lead for the single BU opportunities for regions where he/she is not based

Requirement for the Job:

Experience:

Requires 10-15 years of experience in the Logistics industry, Energy sector or CustomerMinimum 1-2 years of experience with one or more DPDHL divisions, including managing senior stakeholders (added advantage)Requires 3-5 years of commercial experienceMinimum 3-5 years of consultative selling experience in an international context

Education/Qualification/Certification Requirements:

University degreeIn depth knowledge of total supply chain of the Energy sector

Willing to undertake extensive international travelExcellent analytical and problem solving skillsExcellent written and oral communication skills; towards customers as well as internal to get support requiredEffective presentation and  facilitation skillsStructured work approachComputer and Microsoft Office proficiencyInternational exposure and cultural sensitivityAbility to work independently and within a team to deliver resultsAbility to lead and influence without formal authorityAbility to adapt and perform under changing and uncertain conditionsAbility to lead and influence in an informal DHL matrix structure

Additional job requirements for  GCD positions responsible for highly-strategic CSI customers:

Ability of building and managing strong stakeholder relationships (from working to C-Level; internal, x-BU and external)Solid customer experience with Chinese playersStrategic engagement with customer enabling opportunities for x-BU solutions, GCD's and innovation agendaStrong drive to develop / propose customer-tailored solutions and development plansOutstanding coordination capabilities to ensure implementation with all engaged stakeholdersCapacity to drive business growth across complex multi-sector conglomeratesStrong hunting capabilities to tap into large growth potentialResponsibility for retaining very large businessHigh cross-BU and Energy sector knowledge ensures in-depth understanding of customer logistics requirementsStrong leadership

Additional requirements for GCD with direct reports:

•     Ability to effectively manage and lead a team of direct reports

Language Requirement:

Excellent business English, written and oralExcellent Mandarin language skills required, native preferred