Regional Customer Director
Job Purpose
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Manage and develop the overall customers engagement of assigned portfolio.
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Develop and perform business development strategies/activities in accordance with company business objective and local business environment to deliver profitable growth.
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Support global/regional sector initiatives and drive the engagement of both internal and external stakeholders with clear account development plan.
Accountabilities
I) Customers
External Customers
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Maintain effective relationship with assigned portfolio by remaining informed about customers’ business priorities and needs within the region
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Drive and manage profitable growth with the assigned customer portfolio
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Grow and hunt business with new target customers
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Deliver services and solutions to customer that meet budget, quality and agreed service level
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Drives/support development of new/innovation service or value creation as part of continuous development to meet customer’s needs
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Respond and solve customer enquiries/complaints in a timely and responsive manner
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Responsible for establishing customer profiles and customer needs.
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Effectively conduct Annual/Quarterly/Monthly Business Review with customers
Internal Customers
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Develop Customer Account Plan and/or Win Plan that can be adapted to meet customer needs and business fit
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Work with Product, Key account managers, Bid Management team in the region to communicate and align customer account/win plan for RFIs / RFQs
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Close engagement with internal stakeholder by sharing customer’s buying behaviours and competitor’s intelligence
II) Stakeholders
External Stakeholders
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Identify and develop relationship with Customer contacts, including but not limited to decision makers, coaches, gatekeepers, inferencers et al.
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Work with other DHL divisions for end-to-end supply chain solution design or cross BUs collaboration
Internal Stakeholders
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Work with countries and internal departments such as Products, CDZ, IP, OMS, Finance, First Choice, BPO, IT and IMPAT to satisfy customers’ needs and make sure service is provided smoothly.
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Coach and work closely with virtual team - Key Account Managers (KAMs), Operational KAMs (OKAMs)/Program Managers (PMs)
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Regular performance dialogue and alignment with Country KAMs or OKAMs/PMs
III) Process
Customer Business Development
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Conduct customer meeting/sales visits (potential & existing) and present company capabilities, value proposition and business fit.
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Identify and develop customer sales leads.
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Lead market profiling and customer/competitor research and analysis activities to understand and identify opportunities and challenges.
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Develop and/or communicate effective pricing strategies to drive profitable growth and volume
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Develop supply chain management solutions meeting customer needs.
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Develop customer development plan/win plan and drive the communication and alignment with relevant stakeholder in region and countries such as Product and Key Account Managers on strategy for RFQ’s/tenders/bids.
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Proactive Selling with Buyer’s Perspective
Customer Business Performance
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Effectively drive monthly, quarterly and annual business review with customers
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Overall responsible for achieving Customer business targets and KPIs. Drive KPI performance review with customer, together with Products
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Identify and facilitate continuous improvement or value creation opportunities with customers
Experience/Qualification Requirements
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Degree Holder, relevant post-graduate qualifications will be an advantage
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10+ years of solid experience in the logistics or forwarding industry or international supply chain
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5+ years of dealing with major accounts on a regional or global level
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Relevant experience especially in Chemical Sector will be an advantage
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Fluent use of English (both written and spoken