Regional Customer Director

4 days ago


NorthEast Singapore DHL Full time

**Job Purpose**
- Manage and develop the overall customers engagement of assigned portfolio
- Develop and perform business development strategies/activities in accordance with company business objective and local business environment to deliver profitable growth
- Support global/regional sector initiatives and drive the engagement of both internal and external stakeholders with clear account development plan

**Accountabilities
**I) Customers**

External Customers
- Maintain effective relationship with assigned portfolio by remaining informed about customers’ business priorities and needs within the region
- To drive and manage profitable growth with the assigned customer portfolio
- Deliver services and solutions to customer that meet budget, quality and agreed service level
- Drives/support development of new/innovation service or value creation as part of continuous development to meet customer’s needs
- Respond and solve customer enquiries/complaints in a timely and responsive manner
- Responsible for establishing customer profiles and customer needs
- Effectively conduct Annual/Quarterly/Monthly Business Review with customers

Internal Customers
- Develop Customer Account Plan and/or Win Plan that can be adapted to meet customer needs and business fit
- Work with Product, Key account managers, Bid Management team in the region to communicate and align customer account/win plan for RFIs / RFQs
- Close engagement with internal stakeholder by sharing customer’s buying behaviours and competitor’s intelligence

**II) Stakeholders**

External Stakeholders
- Identify and develop relationship with Customer contacts, including but not limited to decision makers, coaches, gatekeepers, inferences et al
- Work with third party service provider like packing company, 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 BUs collaboration

Internal Stakeholders
- Work with countries and internal departments such as Products, VAS, Finance, First Choice, BPO, IT and Implementation to satisfy customers’ needs and make sure service is provided smoothly
- Coach and work closely with virtual team - Key Account Managers (KAMs), After Sales Managers (ASMs)/Program Managers (PMs)
- Regular Performance Dialogue with Country KAMs or ASMs/PMs

**III) Customer Business Development**
- Conduct customer meeting/sales visits (potential & existing) and present company capabilities, value proposition 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 meeting customer needs
- Develop customer development plan/win plan and drive the communication and alignment with relevant stakeholder in region and countries such as Product and Key Account Managers on strategy for RFQ’s/tenders/bids
- Proactive Selling with Buyer’s Perspective

**IV) Customer Business Performance**
- Effectively drive monthly, quarterly, and annual business review with customers
- Overall responsible for achieving Customer business targets and KPIs
- Drive KPI performance review with customer, together with Products
- Identify and drive continuous improvement or value creation opportunities with customers

**Skills/Knowledge**
- 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

**Experience/Qualification Requirements**
- Degree Holder, relevant post-graduate qualifications will be an advantage
- 6-8 years of solid experience in the logistics or forwarding industry
- Of which at least 2 years is dealing with major accounts on a regional or global level
- Relevant experience in International Supply Chain, Decarbonization Market Trend and Digitization Processes will be an added advantage
- Fluent use of English (both written and spoken)
- Computer skill knowledge like MS Excel, MS Powerpoint and MS Word



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