Regional Customer Director

**Job Purpose**

Manage, control and develop the overall Customers engagement of assigned portfolio. Develop business development strategies/activities in accordance with the group business strategy and local business environment to deliver profitable growth and service excellence. Support global/regional sector initiatives and drive the engagement of both internal and external stakeholders with clear account development plan.

**Accountabilities**

**Customers**

External
- Maintain effective relationship with assigned portfolio by remaining informed about customers’ business priorities and needs within the region
- 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
- 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 profiles and customer needs.
- Internal
- 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 in the region to communicate and align customer account/win plan for RFIs / RFQs
- Close engagement with internal stakeholder by sharing customer’s buying behaviors and competitor’s intelligence

**Stakeholders**

External
- 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
- Work with other DHL divisions for end-to-end supply chain solution design or cross BUs collaboration

Internal
- 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) and After Sales Managers (ASMs)
- Regular Performance Dialogue with Country KAMs or ASMs

**Processes**
- 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

**Customer Business Performance**
- Effectively drive monthly or quarterly business review with customer
- 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 customer

**Key Capabilities**

**Skills**:

- Management & Decision Making
- Planning and Organization
- Industry/Sector Knowledge and Expertise
- Forwarding Services Knowledge and Expertise
- Customer Relationship Management
- Cross cultural management experience
- Excellent communications skills
- Commercial/Sales knowledge and experience
- Interpersonal skills
- Influencing skills
- Negotiation skills
- Solution design and process mapping skills
- Competences

Making Customers More Successful
- Maintains effective relationships with customers
- Develops, delivers high quality/innovative products, services or solutions
- Focuses on customer needs and gains their commitment
- Gains management/colleague support to meet customer needs
- Shaping Direction
- Ensures strategies/plans are aligned and reflect other views
- Develops strategies/plans aligned to broaden organizational strategy
- Communicates strategy
- Driving High Performance
- Establishes clear, challenging and achievable objectives
- Coordinates efforts and aligns resources to achieve objectives
- Regularly reviews and communicates progress against objectives and adjusts as needed
- Champions continuous improvements and innovation
- Takes responsibility for own decisions and recognizes the contribution of others
- Developing Others
- Provides candid/regular feedback
- Supports the development of others
- Inspires others to develop themselves
- Developing Self
- Conveys a clear sense of personal goals and values
- Actively seeks feedback to improve performance
- Develops new skills and modifies behaviors based on feedback
- Takes personal responsibility for careers and development

**Experience/Qualifications**
- 5-7 years of solid experience in the logistics or f