Bachelor's (B.Sc.)
Shanghai, China, Peopl. Rep.
Shanghai....China, Peopl. Rep.
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 (BUs) 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. Assigned customer is considered highly strategic even among CSI customers.
Accountabilities:
A.
PRE-SALES
Strategic account planning
Drive development of Customer Development Plan, ensure BU sign off, secure buy-in within DHL and follow-up on CDP actions
Identify long run prospects, game changing initiatives, innovation and eCommerce agenda
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 global 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.
Develop coach networks (especially at C level) in the customer organizations to drive DHL agenda
Align customer and DHL agenda: early communication of future trends and customer strategies to the BUs before the opportunities come to market
Communicate with senior execs internally and externally and ensure top to top dialogue
Opportunity/pipeline development
Identify, assess and develop new/growth/retention/ strategic opportunities globally
Create future opportunities by translating customer needs & business trends into potential solutions
Drive renewal of profitable business
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 pipeline of opportunities across all regions to achieve revenue/volume/GP targets
Support account team members in the pursuit of opportunities
B.
SALES
Preparing the Deal
Collect customer requirements and communicate these to CSI Commercial Operations and BU teams
Define win and pricing strategy
Lead CSI and BU virtual team working on the offer and ensure customer requirements are considered
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/regions 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
Support account team members in the closure of opportunities
Implementing the deal
Represent and manage customer expectations, scope changes, approval process and deal activation
Jointly support and monitor single BU implementation
C.
AFTER-SALES
Service delivery and performance management
Raise service quality escalation if required
Account Maintenance
Coordinate customer communications, including contractual and T&C changes
Act as key contact for customer. Channel communication to account teams and DHL internal functions
Conduct global & regional QRRs and QBRs at operational / strategic levels respectively, with the objective that all meetings develop the relationship
Drive Customer Satisfaction Survey (CSS) nominations, participation and follow-up for her/his customer
Partner with AR team and escalate issues with the customer as needed
Ensure Customer Status Update (CSU) completion, follow up on issues and act as escalation instance
D. TEAM LEADERSHIP
Managed Accounts:
Lead a team of Regional Customer Directors (RCDs) and coordinate divisional account team (e.g. monthly team calls)
Review input from team members and ensure quality & commercial standards are met
Conduct regular performance reviews of RCDs and ensure adherence to agreed KPIs, IKOs and standards (only GCD with direct reports)
Assess individual development needs and support measures to fulfill these (e.g. training) (only GCD with direct reports)
Coordinated Accounts:
Coordinate virtual team of divisional key account managers
Coach and support team members on core activities. Review input from team members and ensure quality & commercial standards are met
Monitor sales performance against cross divisional growth targets and address areas behind target
NOTE FOR COORDINATED ACCOUNTS:
- The GCD is not in the lead for the single BU opportunities for regions where he/she is not based
Requirement for the Job:
Experience:
Requires 10-15 years of experience in the Logistics industry, Engineering & Manufacturing sector or Customer
Minimum 1-2 years of experience with one or more DPDHL divisions, including managing senior stakeholders (added advantage)
Requires 3-5 years of commercial experience
Minimum 3-5 years of consultative selling experience in an international context
Education/Qualification/Certification Requirements:
University degree
In depth knowledge of total supply chain of the Engineering & Manufacturing sector
Willing to undertake extensive international travel
Excellent analytical and problem solving skills
Excellent written and oral communication skills; towards customers as well as internal to get support required
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
Additional job requirements for
GCD positions responsible for highly-strategic CSI customers:
Ability of building and managing strong stakeholder relationships (from working to C-Level; internal, x-BU and external)
Solid customer experience with Chinese players
Strategic engagement with customer enabling opportunities for x-BU solutions, GCD's and innovation agenda
Strong drive to develop / propose customer-tailored solutions and development plans
Outstanding coordination capabilities to ensure implementation with all engaged stakeholders
Capacity to drive business growth across complex multi-sector conglomerates
Strong hunting capabilities to tap into large growth potential
Responsibility for retaining very large business
High cross-BU and Engineering & Manufacturing sector knowledge ensures in-depth understanding of customer logistics requirements
Strong leadership
Additional requirements for GCD with direct reports:
•
Ability to effectively manage and lead a team of direct reports
Language Requirement:
Excellent business English, written and oral
Excellent Mandarin language skills required, native preferred
TOTAL ANNUAL REMUNERATION OF RMB1.2MIL + ATTRACTIVE ALLOWANCES
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