TODAY, YOU’RE STIMULATING THE WAY A CUSTOMER SUCCEEDS.
TOMORROW, YOU’RE SHAPING THE WAY THE WORLD WORKS.
At Deutsche Post DHL Group (DPDHL), 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.
Tasks:
We are looking for an experienced Regional Customer Manager to be based in the EMEA (Europe, Middle East & Africa) region. The location is flexible in either the Netherlands (Amsterdam), Belgium (Brussels) or Germany (Bonn).
The Regional Customer Manager drive sustained profitable growth for DHL by building customer value through strong relationships, cross-BU customer management, Sector approach and Innovation.
In the respective Region, the Regional Customer Manager supports the Global Customer Manager in the following areas:
PRE-SALES
Strategic account planning
- Provide input to Customer Development Plan, ensure buy-in within DHL for own region, and execute regional actions
- Identify long run prospects, game changing initiatives, innovation and eCommerce agenda in respective region
- 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.)
- Conduct strategic customer dialogues with regional decision makers to identify customer's business objectives and supply chain requirements and challenges
Customer Relationship Development
- Identify key customer contacts and build/maintain relationships. Ensure business fit in the respective region
- Develop coach networks and network with decision makers in the region to drive DHL agenda within the customer
- Align customer and DHL agenda: early communication of future trends and customer strategies to the Business Units (BU) before the opportunities come to market
Opportunity/pipeline development
- Identify, assess and develop new/growth/retention/ strategic opportunities regionally
- Drive renewal of profitable business in the region
- Confirm business fit with customer
- Support or conduct opportunity assessment with relevant DHL counterparts and obtain go/no go decision from BU on these opportunities
- Manage the regional pipeline to achieve revenue/volume/GP targets
SALES
Preparing the Deal
- Collect customer requirements and communicate these to CSI Commercial Operations and BU teams
- Define win and pricing strategy
- Work with CSI and BU virtual team and ensure customer requirements are considered in the offer
- Undertake due diligence on solution & price
- Develop proposal, business fit and solution fit
Closing the deal
- Present proposal, business fit and solution fit
- Adapt proposal and gain sign-off on changes
- Ensure common understanding of service expectations and solutions with the customer, DHL countries/region and within CSI
- Coordinate and actively engage in negotiations, gain decision maker commitment and close the deal
- 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
- Gain decision maker commitment
- Implementing the deal
- Represent and manage customer expectations, scope changes, approval process and deal activation
- Jointly support and monitor single BU implementation
Implementing the deal
- Represent and manage customer expectations, scope changes, approval process and deal activation
- Jointly support and monitor single BU implementation
AFTER-SALES
Service delivery and performance management
- Raise service quality escalation if required in the Region
Account Maintenance
In the region:
- Coordinate customer communications, including contractual and T&C changes
- Act as key contact for customer in the respective region. Channel communication to BU account teams and DHL internal functions in the region
- Conduct regional Quarterly Region Reviews (QRR) and Quarterly Business Reviews (QRR) at operational / strategic levels respectively, with the objective that all meetings develop the relationship. Provide input to global QRRs/QBRs
- Drive Customer Satisfaction Survey (CSS) nominations, participation and follow-up for her/his customer in the region
- Communicate contractual and T&C changes to the customer for the region
- Partner with AR team and escalate issues with the customer as needed in the region
- Provide input to Customer Status Update (CSU), follow up on issues and act as escalation instance in the region
Profile:
- Requires 8-12 years of experience in the Logistics industry, Sector or Customer
- Requires 3-5 years of commercial experience
- Minimum 2-4 years of consultative selling experience in an international context
- Min. 1-2 years of experience with one or more DPDHL divisions, including managing senior stakeholders would be an advantage
- Ideally experience in Life Sciences & Healthcare sector would be an advantage
- University degree
- Ability to communicate at a strategic level with senior decision makers within our clients' organizational structure
- Willing to undertake extensive international travel
- Excellent analytical and problem solving skills
- Excellent written and oral communication skills
- 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
- Excellent business English, written and oral
Your benefits
We offer excellent employee benefits, a competitive salary package and great development opportunities.
Your contact:
Louis Ziegler will be happy to answer your questions via telephone +49 228 182 47713.
Interested in this responsible position with its varied tasks? Please click on “Apply Here” and send us your complete application, including a cover letter, CV, references, your desired salary and your earliest possible starting date. You can find further information at dpdhl.jobs.
We are looking forward to your application.
CONNECTING PEOPLE. IMPROVING LIVES.