Regional Customer Director

• Manage and develop overall customer engagement within the assigned portfolio.

• Develop and implement business development strategies and activities in accordance with company business objectives and the local business environment to deliver profitable growth.

• Support global and regional sector initiatives and drive engagement with both internal and external stakeholders through a clear account development plan.

• Maintain effective relationships with the assigned portfolio by staying informed about customers’ business priorities and needs within the region.

• Drive and manage profitable growth within the assigned customer portfolio.

• Deliver services and solutions to customers that meet budget, quality, and agreed service levels.

• Drives/support the development of new or innovative services and value creation as part of continuous development to meet customer needs.

• Respond to and resolve customer inquiries/complaints in a timely and effective manner.

• Establish customer profiles and identify customer needs.

• Conduct Annual, Quarterly, and Monthly Business Reviews with customers effectively.

• Develop a Customer Account Plan and/or Win Plan that can be adapted to meet customer needs and business fit.

• Work with the Product team, Key Account Managers, and the Bid Management team in the region to communicate and align the customer account/win plan for RFIs/RFQs.

• Engage closely with internal stakeholders by sharing insights on customer buying behaviors and competitor intelligence.

• Engage closely with internal stakeholders by sharing insights on customer buying behaviours and competitor intelligence.

• Identify and develop relationships with customer contacts, including but not limited to decision-makers, coaches, gatekeepers, and influencers.

• Work with third-party service providers, such as packing companies, carriers, truckers, or shipping lines, for special projects when needed.

• Work with other DHL divisions for end-to-end supply chain solution design or cross-business unit (BU) collaboration.

• Work with countries and internal departments such as Products, VAS, Finance, First Choice, BPO, IT, and Implementation to satisfy customers’ needs and ensure that services are provided smoothly.

• Coach and work closely with the virtual team, including Key Account Managers (KAMs) and After Sales Managers (ASMs)/Program Managers (PMs).

• Conduct regular performance dialogues with country KAMs or ASMs/PMs.

• Conduct customer meetings/sales visits (both potential & existing) and present company capabilities, value propositions, and business fit.

• Identify and develop customer sales leads.

• Lead market profiling and customer/competitor research and analysis activities to understand and identify opportunities and challenges.

• Develop and/or communicate effective pricing strategies to drive profitable growth and volume.

• Develop supply chain management solutions that meet customer needs.

• Develop a customer development plan/win plan and drive communication and alignment with relevant stakeholders in the region and countries such as Product and Key Account Managers, on strategies for RFQs/tenders/bids.

• Proactive selling with a buyer’s perspective.

• Effectively drive monthly, quarterly, and annual business reviews with customers.

• Overall responsible for achieving customer business targets and KPIs. Drive KPI performance reviews with customers, together with Products.

• Identify and drive continuous improvement or value creation opportunities with customers.

• Selling with Buyer’s Perspective

• Management & Decision Making

• Project Management

• Industry/Sector Knowledge and Expertise

• Freight Forwarding Knowledge and Expertise

• Excellent Communications Skills

• Interpersonal Skills

• Influencing Skills

• Negotiation Skills

• Solution Design and Process Mapping Skills

• Degree holder, relevant post-graduate qualifications will be an advantage.

• Minimum 10 years of solid experience in the logistics or forwarding industry or international supply chain- of which at least 5 years is on Key Account Management at a regional or global level.

• Relevant experience especially in Retail sector including Luxury brands, Fashion, Sportswear, Apparel, Beauty & Cosmetic sector will be a strong advantage.

• Fluent in English (both written and spoken).

• Ability to speak Chinese will be an advantage.

• Proficient in computer skills such as Microsoft Word, Microsoft Excel, and Microsoft Powerpoint.

DHL