Regional Customer Manager (Tech), Customer Solutions and Innovation, EMEA

TODAY, YOU’RE STIMULATING THE WAY A CUSTOMER SUCCEEDS.

TOMORROW, YOU’RE SHAPING THE WAY THE WORLD WORKS.

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.

Customer Solutions & Innovation (CSI) is DHL’s cross-divisional commercial and innovation unit. We are responsible for managing about 100 of DHL’s largest and most strategically important customers providing them with sector expertise, best in class account management and most innovative products & solutions.

The DHL Technology Sector team understands that as the Tech Industry continues to broaden with global engagements and responsibilities, it requires now more than ever specialized solutions, and innovation, flexibility, and a deep customer insight in order to push further, explore new horizons and capitalize on the entire industry’s forward momentum. That’s why we seek strong partnerships with every Customer, envisaging and creating the connections to achieve business success.

The DPDHL Group purpose is: “Connecting People and Improving Lives” – for the Tech Sector this means “Connecting Customers and Providing Technology to the World”. We connect ideas, people and technology around the world. We do this to deliver smarter and more dynamic solutions that enrich every aspect of the supply chain, and ultimately the life of every consumer.

Regional Customer Director (Tech)

Customer Solutions and Innovation (CSI) is a DHL’s cross divisional commercial and innovation unit. We are responsible for managing DHL’s largest and most strategically important customers. In a very competitive market, CSI work with our Business Units colleagues and provide value beyond what the customers expect, building stronger ties with Customer key decision makers. We focus on understanding our customer business and industry challenges and applying proven DHL solutions.

Role Purpose:

Drive sustained profitable growth for DHL by building customer value through strong relationships, cross-BU customer management, Sector approach and Innovation. The Regional Customer Director supports the Global Customer Director in the respective region.

1. PRE-SALES

In the respective Region, the Regional Customer Director (RCD) supports the Global Customer Director (GCD):

1a. 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

1b. 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 BUs before the opportunities come to market

1c. 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

2. SALES

In the respective Region, the RCD supports the GCD for Global deals and leads for Regional deals:

2a. 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

2b. 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

2c. Implementing the deal

Represent and manage customer expectations, scope changes, approval process and deal activation
Jointly support and monitor single BU implementation

3. AFTER-SALES

In the respective Region, the RCD supports the GCD:

3a. Service delivery and performance management

Raise service quality escalation if required in the Region

3b. Account Maintenance

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 QRRs and QBRs 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.
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.

Requirement for the Role:

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

Education / Qualification / Certification / Requirements: