Regional Customer Director

1 week ago


Singapore DHL Full time

**Regional Customer Director (Engineering & Manufacturing) Sector**

**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):
**a. 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

**b. 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

**c. 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:
**a. 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

**b. 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

**c. 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:
**a. Service delivery and performance management**
- Raise service quality escalation if required in the Region

**b. 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
- Minimum 1-2 years of experience with one or more DPDHL divisions, including managing senior stakeholders
- Requires 3-5 years of commercial experience
- Minimum 2-4 years of consultative selling experience in an international context

**Education / Qualification / Certification / Requirements**:

- University degree
- In depth knowledge of total supply chain of particular sector
- Willing to undertake extensive international travel
- Excellent analytical and problem solving skills
- Excellent written and oral communication skills
- 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
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