Multichannel Coordinator

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Do you want to make a difference? Then come to our Insanely Customer Centric Team and become a Certified International Specialist!

Organizational Background Information

BMR title / Role title: Multichannel Coordinator

Corporate Division: Express

Business Division: Sales

Business Unit: DHL Express

Overall Role Purpose

The purpose of the Multichannel Coordinator role is to acquire, develop and maintain Multichannel Account customers via an analytical process that maximizes the revenue potential of the portfolio. Specifically, the Multichannel Coordinator will have the primary responsibility to develop and execute GSP aligned contact strategies that leverage the MC customer base as a lead source in order to identify development leads for Telesales and Field Sales. The Multichannel Manager manages multiple sub processes: Business Planning, Customer Contact Management, Multi-touch Point Selling and GSP Multichannel Monitoring of Sales Performance.

Reports to

Direct Sales Manager

Accountabilities

Key activities

Overall goals / Typical measures

Customer

• External
• Internal

• Prioritize MC accounts for re-profiling by Qualifiers
• Rankups from MC to TS or FS customer
• Manage MC account customer by regular call & email contact
• Initiate account request, ensure account opening for new MC customers is performed
• Generate FTB

Direct Sales Manager

• Undertake any projects/duties as assigned by the Direct Sales Manager.
• Customer conversion from prospect to shipper (FTB)
• TDI SPD
• TDI RPD
• 3P Rev

Stakeholder

• External
• Internal

Research Organizations

• Assist Marketing Department to evaluate performance of lead sources

Country Sales Function

• Ensure relevant MC customers get requalified to drive rank-up to Field sales and Telesales

Telemarketing Team

• Suspect and Prospect plan: support planning for number of Suspects and Prospects required to meet Field sales and Telesales acquisition targets
• Portfolio analysis: execute strategies to identify potential leads for Field Sales and Telesales to be requalified from within the MultiChannel customer base using global Sales systems
• Recording of leads: Ensure they accurately record all activities in the Sales Pipeline in order to perform accurate analysis of conversion rates etc.
• Management of Multi-Channel customers: Ensure all Multi Channel account customers are managed through emails and regular calls to effectively develop and identify customers with potential for allocation to Telesales or Field sales
• Reporting and analysis: Builds and distributes monthly and ad-hoc performance reports for Direct Sales Manager, Development manager, VP of Sales, etc. Reviews industry reports, market share data, market trends

Country Office (other departments)

• Design and implement marketing campaigns that meet the shipping needs of Multi-Channel customers. This involves working closely with the Country Marketing team to agree delivery of campaign plan
• Quality of campaigns
• Revenue generated
• Sales lead generation
• # of MC customers re-profiled
• % customers contacted

Process

Information Management

• Ensure that all pertinent information of each Suspect, Prospect and Multi-Channel customer (e.g. corporate details, contact persons, activity codes etc) is being updated promptly and accurately into sales automation system
• Ensure regular cleansing of MC account information in Sales systems

Automation

• Ensure that all activities are updated accurately in Sales automation system, (e.g. sales activity codes, customers contact details, PCP upload to Auto Dial system)

Multichannel Portfolio Management

• Manage and communicate with Multichannel Customer via defined E-mail / Call Contact Strategy tools and process to ensure effective retention, development, acquisition of new business
• C-View Accuracy

Skills / Qualifications

Key capabilities

Skills

• Good communication skills
• Analytical skills

Competences

Customer Orientation: Is focused on identifying and understanding each customer's needs. Expresses and acts on desire to assist customers in an efficient and friendly manner.

Planning & Organizing: Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time effectively and uses efficient work methods and tools.

Decision Making: Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans how to manage risk.

Teamwork: Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions.

Influencing: Persuades others of the value of an approach or idea. Gains commitment and support and gets others to willingly take action.

Communication: Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or asks questions, when needed, to clarify information.

Commitment to Excel: Challenges self and others to exceed standards and achieve extraordinary results, striving for best in class. Is not easily deterred when obstacles or delays are encountered.

Expected years of experience

• tbd

Educational Qualifications

Business degree