Regional Customer Manager (Tech), Customer Solutions and Innovation, EMEA

DHL Germany; London; On-site; GBP 60,000 - 100,000

Job description

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.

The DHL Technology Sector team understands that as the Tech Industry continues to broaden with global engagements and responsibilities, it requires now more than ever specialized solutions, and innovation, flexibility, and a deep customer insight in order to push further, explore new horizons and capitalize on the entire industry’s forward momentum. That’s why we seek strong partnerships with every Customer, envisaging and creating the connections to achieve business success.

The DPDHL Group purpose is: “Connecting People and Improving Lives” – for the Tech Sector this means “Connecting Customers and Providing Technology to the World”. We connect ideas, people and technology around the world. We do this to deliver smarter and more dynamic solutions that enrich every aspect of the supply chain, and ultimately the life of every consumer.

Regional Customer Director (Tech)

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 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. The Regional Customer Director supports the Global Customer Director in the respective region.

1. PRE-SALES

In the respective Region, the Regional Customer Director (RCD) supports the Global Customer Director (GCD):

1a. Strategic account planning

1. Provide input to Customer Development Plan, ensure buy-in within DHL for own region, and execute regional actions
2. Identify long run prospects, game changing initiatives, innovation and eCommerce agenda in respective region
3. 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.)
4. Conduct strategic customer dialogues with regional decision makers to identify customer's business objectives and supply chain requirements and challenges

1b. Customer Relationship Development

1. Identify key customer contacts and build/maintain relationships. Ensure business fit in the respective region
2. Develop coach networks and network with decision makers in the region to drive DHL agenda within the customer
3. Align customer and DHL agenda: early communication of future trends and customer strategies to the BUs before the opportunities come to market

1c. Opportunity/pipeline development

1. Identify, assess and develop new/growth/retention/ strategic opportunities regionally
2. Drive renewal of profitable business in the region
3. Confirm business fit with customer
4. Support or conduct opportunity assessment with relevant DHL counterparts and obtain go/no go decision from BU on these opportunities
5. Manage the regional pipeline to achieve revenue/volume/GP targets

2. SALES

In the respective Region, the RCD supports the GCD for Global deals and leads for Regional deals:

2a. Preparing the Deal

1. Collect customer requirements and communicate these to CSI Commercial Operations and BU teams
2. Define win and pricing strategy
3. Work with CSI and BU virtual team and ensure customer requirements are considered in the offer
4. Undertake due diligence on solution & price
5. Develop proposal, business fit and solution fit

2b. Closing the deal

1. Present proposal, business fit and solution fit
2. Adapt proposal and gain sign-off on changes
3. Ensure common understanding of service expectations and solutions with the customer, DHL countries/region and within CSI
4. Coordinate and actively engage in negotiations, gain decision maker commitment and close the deal
5. 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
6. Gain decision maker commitment

2c. Implementing the deal

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

3. AFTER-SALES

In the respective Region, the RCD supports the GCD:

3a. Service delivery and performance management

1. Raise service quality escalation if required in the Region

3b. Account Maintenance

1. Coordinate customer communications, including contractual and T&C changes
2. Act as key contact for customer in the respective region, Channel communication to BU account teams and DHL internal functions in the region
3. 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.
4. Drive customer satisfaction survey (CSS) nominations, participation and follow up for her/his customer in the region.
5. Partner with AR team and escalate issues with the customer as needed in the region.
6. Provide input to Customer Status Update (CSU) follow up on issues and act as escalation instance in the region.

Requirement for the Role:

1. Requires 8-12 years of experience in the Logistics industry, Sector or Customer
2. Requires 3-5 years of commercial experience
3. Minimum 2-4 years of consultative selling experience in an international context

Education / Qualification / Certification / Requirements:

1. University degree
2. In depth knowledge of total supply chain of particular sector
3. Willing to undertake extensive international travel
4. Excellent analytical and problem solving skills
5. Excellent written and oral communication skills
6. Effective presentation and facilitation skills
7. Structured work approach
8. Computer and Microsoft Office proficiency
9. International exposure and cultural sensitivity
10. Ability to work independently and within a team to deliver results
11. Ability to lead and influence without formal authority
12. Ability to adapt and perform under changing and uncertain conditions
13. Ability to lead and influence in an informal DHL matrix structure
14. Excellent business English, written and oral