Global Customer Director, Engineering & Manufacturing (f/m/x)
Deutsche Post
Plantation, FL, USA
Regional Customer Director, Engineering & Manufacturing DHL (CSI) (f/m/x)
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.
DHL’s Customer Solutions & Innovations (CSI), one of the business units of DHL, is a globally dedicated organization which simplifies the DHL customer experience by providing a single customer interface and developing innovative industry-tailored solutions for DHL’s largest global customers. Come discover the unique, international spirit of DHL where your commitment is recognized and rewarded.
Job Key Facts
Global Customer Director, Engineering & Manufacturing (AM), DHL Customer Solutions & Innovation (CSI)
Grade: RCS H
Contract Type: Permanent
Employment Type: Full-time
Location: Plantation, FL/Flexible
We are looking for a Global Customer Director who will lead the global development of the assigned Engineering & Manufacturing sector customer(s) account by positioning DHL as a strategic business partner and delivering agreed programs through a team spanning across DHL Business Units (BUs). In this key role, you will build customer value through strong relationships, aligned strategies & approach resulting in sustained profitable growth for DHL. The customers are part of the Engineering & Manufacturing ecosystem.
Tasks
Global Customer Director, Engineering & Manufacturing (AM), DHL Customer Solutions & Innovation (CSI)
Be the Growth Engine. Shape the Future of Engineering & Manufacturing Logistics.
Are you ready to drive the next wave of growth for DHL in one of the world’s most dynamic and impactful sectors? As part of our Strategy 2030, DHL CSI is committed to being the Group’s growth engine and the best place to work. We are looking for an inspiring leader from within the DHL community to take Engineering & Manufacturing business in AM to new heights.
What You’ll Do
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Strategic Customer Engagement & Planning
- Conduct research & gather intelligence from internal & external sources to truly understand the customer (strategies, operational & procurement culture)
- Organize and hold strategic customer dialogues with global/ regional decision making to identify customer's business objectives, supply chain requirements & challenges (ensure business fit)
- Jointly create & execute Customer Development Plan (CDP) with divisional key account managers, validate with customer and generate buy in within DHL
- Create future opportunities by translating customer needs & business trends into potential solutions
- Support implementation of DPDHL, CSI, sector strategies
Relationship & Opportunity Development
- Identify & develop effective relationships with key contacts within targeted customer organizations and major decision makers, as well as obtain sponsorship with divisional TEC member to ensure maximum leverage for DHL interests
- Build & leverage network of coaches in the customer organizations to drive DHL agenda
- Proactively identify & prioritize x-divisional opportunities within assigned account on a global level
- Support or conduct opportunity assessment with relevant DHL counterparts for identified opportunities
- Develop recommendation on pursuit or cancellation of opportunities based on financial attractiveness, risk and fit of customer requirements with DHL capabilities
- Oversee pipeline of x-divisional opportunities across all regions to achieve targeted new business wins
- Organize and hold global & lead region relationship review meetings (e.g. QRRs) with the customer and divisional key account managers & support other relationship review meetings as required (e.g. case - by - case Global Commercial Board (GCB) reviews)
- Oversee the renewal agenda in a proactive manner at a global & regional level
- Coordinate targeting activities for x-divisional opportunities across DHL to foster "one DHL" experience
Preparing, winning & implementing the deal
X-divisional opportunities:
- Create win plan for opportunities
- Ensure common understanding of service expectations & solutions both with the customer, DHL countries/regions & within CSI
- Engage stakeholders in line with divisional Contract Approval Processes
- Pursue customer contract utilizing divisional Contract Negotiation Guidelines, engaging Lead Counsel, CSI Contract Compliance and GBS Risk
- Ensure contract is completed and signed by DHL and customer prior to commencement of trading
- Ensure final contract is submitted to CSI contract repository ("CORE") in a timely manner
- Support CSI solution delivery teams in development of solution for the customer
- Develop & present solution of medium - low complexity to customer demonstrating clear business & solution fit
- Actively lead negotiations and close deals
- Ensure exhaustive handover to implementation team
- Support divisional team in resolution of issues
Single-division opportunities:
- Support creation of win plan for opportunities
- Provide guidance to divisional solution delivery teams on development of solutions as required
- Ensure solutions presented demonstrate appropriate business & solution fit
- Support negotiations and assist with the closure of deals as required
- Engage stakeholders in line with divisional Contract Approval Processes
- Pursue customer contract utilizing divisional Contract Negotiation Guidelines, engaging Lead Counsel, CSI Contract Compliance and GBS Risk
- Ensure contract is completed and signed by DHL and customer prior to commencement of trading
- Ensure final contract is submitted to CSI contract repository ("CORE") in a timely manner
- Support CSI solution delivery teams in development of solution for the customer
Service Management & Account Maintenance
- Act as key contact for customer, channel communication to divisional key account managers and DHL internal functions
- Support divisional key account managers to Identify improvement initiatives with the customer (e.g. corrective action plans) and channel same to BUs
- Resolve major escalations & issues channeled through the divisional key account managers
- Support effective Customer Satisfaction Survey (CSS) process & drive follow up activities to increase customer satisfaction year on year
Team Management
- Build commitment within DHL globally to ensure the necessary resources are made available
- Coordinate teams of divisional key account managers
- Coach & support teams members on core activities, review input & ensure quality & commercial standards are met
- Monitor sales performance against x-divisional growth targets & fix areas behind target
Skills & Qualifications:
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- BS/BA or MS/MA with 10+ years of experience in the Logistics industry, Sector or Customer
- Minimum 1-2 years of experience with one or more DPDHL divisions, including managing senior stakeholders
- At least 1-2 years of experience managing teams
- 3-5 years of commercial experience required
- At least 3-5 years of consultative selling experience in an international context
- In depth knowledge of total supply chain of the Engineering & Manufacturing sector
- Sound logistics understanding
- Strong relationship management, senior program management and operational skills
- Ability to engage & lead discussions at board level with senior management
- Willing to undertake extensive international travel
- Excellent analytical and problem solving skills
- Excellent business English; written and oral communication skills
- Highly effective presentation and facilitation skills
- Structured work approach
- Computer and Microsoft Office proficiency
- International exposure and cultural sensitivity
- Ability to work independently and within a team to deliver results
- Ability to lead and influence without formal authority
- Ability to adapt and perform under changing and uncertain conditions
- Ability to lead and influence in an informal DHL matrix structure
Interested in this opportunity?
Find out more about us on learn how CSI is driving innovation in logistics.
If you have any questions regarding the job, please feel free to reach out to recruiting.dpbh@dhl.com.
Submit your application in English including your CV, cover letter, academic records, and your reference letters (if applicable).
Apply now! We are looking forward to your application!
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As an equal opportunity employer, we welcome applications from everyone. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.
