Customer
- Maintain effective relationship with assigned portfolio by remaining informed of Customers' Business priorities and needs within the country
- Deliver services and solutions to Customers and meet budget, quality and agreed service level
- Ensures customer satisfaction and continuity
- Develop and monitor Sectors, Customer Development Plan and/or Win Plan that can be adapted to meet Customers' needs and Business fit
- Work with Product/Key Account Managers and Bid team in the region to communicate and align Customer Account Plan
- Prepare and work on Customers' RFQ/RFI to maximize business potential
- Close engagement with internal stakeholders through sharing customer buying behavior and competitor intelligence
- Drives/support development of new/innovation service or value creation as part of continuous development to meet customers' needs
- To drive and manage profitable growth with the assigned customer
- Respond and solve customer enquiries/complaints in a timely and responsive manner
- Responsible for establishing customer profile and needs
Stakeholder
- Identify and develop relationship with Customer contacts, including but not limited to decision makers, coaches, gatekeepers, influencers
- Work with third party service providers like packing companies, carriers, truckers or shipping lines for special projects
- Work with other DHL divisions for end-end supply chain solutions and collaborations
- Work with countries and internal departments such as Products, VAS, Finance, First Choice, BPO, IT and Implementation to satisfy customers' needs and ensure service continuity
- Coach and work closely with team - Sector Head/ Key Account Managers and Business Support Managers
- Regular Performance Dialogue with Count KAMs and BSMs
- Ensure quality pipelines, sales KPI are met and exceeded
Skills
- Management and Decision Making
- Planning and Organization
- Industry/Sector Knowledge and Expertise
- Customer Relationship Management
- Cross Cultural management experience
- Excellent Communication skills
- Commercial/Sales knowledge and experience
- Interpersonal skills
- Influencing skills
- Negotiation skills
- Solution design and process mapping skills
Experience
- More than 7 years in the logistics or forwarding Industry
- More than 5 years leading and managing team
- Sales and KPI focused
- Relevant experience in International supply chain
Educational Qualifications
- Degree Holder, relevant post graduate qualification will be an advantage
- Fluent use of English (both written and spoken)
- Competent Computer skills required