Regional Customer Manager (Tech), Customer Solutions and Innovation, EMEA

<div><div><div><font size="3"face="arial"><p>TODAY, YOURE STIMULATING THE WAY A CUSTOMER SUCCEEDS.</p><p></p><p>TOMORROW, YOURE SHAPING THE WAY THE WORLD WORKS.</p><p>At DHL, people mean the world to us. Thats why our goal has always been to attract and retain the best talent the world over. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world.</p><p>Customer Solutions & Innovation (CSI) is DHL's cross-divisional commercial and innovation unit. We are responsible for managing about 100 of DHL's largest and most strategically important customers providing them with sector expertise, best in class account management and most innovative products & solutions.</p></font></div><p><font size="3" face="arial">The DHL Technology Sector team understands that as the Tech Industry continues to broaden with global engagements and responsibilities, it requires now more than ever specialized solutions, and innovation, flexibility, and a deep customer insight in order to push further, explore new horizons and capitalize on the entire industrys forward momentum. Thats why we seek strong partnerships with every Customer, envisaging and creating the connections to achieve business success.</font></p><p></p><p><font size="3" face="arial">The DPDHL Group purpose is: “Connecting People and Improving Lives” – for the Tech Sector this means “Connecting Customers and Providing Technology to the World”. We connect ideas, people and technology around the world. We do this to deliver smarter and more dynamic solutions that enrich every aspect of the supply chain, and ultimately the life of every consumer.</font></p></div><div><strong><u><font size="3" face="arial"><br></font></u></strong></div><div><strong><u><font size="3" face="arial">Regional Customer Director (Tech)</font></u></strong></div><div><font size="3" face="arial">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 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.</font></div><div><font face="arial" size="3"><br></font></div><div><strong><u><font face="arial" size="3">Role Purpose:</font></u></strong></div><div><font face="arial" size="3">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.</font></div><div><font face="arial" size="3"><br></font></div><div><strong><u><font face="arial" size="3">1. PRE-SALES</font></u></strong></div><div><font face="arial" size="3">In the respective Region, the Regional Customer Director (RCD) supports the Global Customer Director (GCD):</font></div><div><font face="arial" size="3"><br></font></div><div><strong><font face="arial" size="3">1a. Strategic account planning</font></strong></div><div><ul><li><font face="arial" size="3">Provide input to Customer Development Plan, ensure buy-in within DHL for own region, and execute regional actions</font></li><li><font face="arial" size="3">Identify long run prospects, game changing initiatives, innovation and eCommerce agenda in respective region</font></li><li><font face="arial" size="3">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.)</font></li><li><font face="arial" size="3">Conduct strategic customer dialogues with regional decision makers to identify customer's business objectives and supply chain requirements and challenges</font></li></ul></div><div><font face="arial" size="3"><br></font></div><div><strong><font face="arial" size="3">1b. Customer Relationship Development</font></strong></div><div><ul><li><font face="arial" size="3">Identify key customer contacts and build/maintain relationships. Ensure business fit in the respective region</font></li><li><font face="arial" size="3">Develop coach networks and network with decision makers in the region to drive DHL agenda within the customer</font></li><li><font face="arial" size="3">Align customer and DHL agenda: early communication of future trends and customer strategies to the BUs before the opportunities come to market</font></li></ul></div><div><font face="arial" size="3"><br></font></div><div><strong><font face="arial" size="3">1c. Opportunity/pipeline development</font></strong></div><div><ul><li><font size="3" face="arial">Identify, assess and develop new/growth/retention/ strategic opportunities regionally</font></li><li><font size="3" face="arial">Drive renewal of profitable business in the region</font></li><li><font size="3" face="arial">Confirm business fit with customer</font></li><li><font size="3" face="arial">Support or conduct opportunity assessment with relevant DHL counterparts and obtain go/no go decision from BU on these opportunities</font></li><li><font size="3" face="arial">Manage the regional pipeline to achieve revenue/volume/GP targets</font></li></ul></div><div><font size="3" face="arial"><br></font></div><div><strong><u><font size="3" face="arial">2. SALES</font></u></strong></div><div><font size="3" face="arial">In the respective Region, the RCD supports the GCD for Global deals and leads for Regional deals:</font></div><div><font size="3" face="arial"><br></font></div><div><strong><font size="3" face="arial">2a. Preparing the Deal</font></strong></div><div><ul><li><font size="3" face="arial">Collect customer requirements and communicate these to CSI Commercial Operations and BU teams</font></li><li><font size="3" face="arial">Define win and pricing strategy</font></li><li><font size="3" face="arial">Work with CSI and BU virtual team and ensure customer requirements are considered in the offer</font></li><li><font size="3" face="arial">Undertake due diligence on solution & price</font></li><li><font size="3" face="arial">Develop proposal, business fit and solution fit</font></li></ul></div><div><font size="3" face="arial"><br></font></div><div><strong><font size="3" face="arial">2b. Closing the deal</font></strong></div><div><ul><li><font size="3" face="arial">Present proposal, business fit and solution fit</font></li><li><font size="3" face="arial">Adapt proposal and gain sign-off on changes</font></li><li><font size="3" face="arial">Ensure common understanding of service expectations and solutions with the customer, DHL countries/region and within CSI</font></li><li><font size="3" face="arial">Coordinate and actively engage in negotiations, gain decision maker commitment and close the deal</font></li><li><font size="3" face="arial">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</font></li><li><font size="3" face="arial">Gain decision maker commitment</font></li></ul></div><div><font size="3" face="arial"><br></font></div><div><strong><font size="3" face="arial">2c. Implementing the deal</font></strong></div><div><ul><li><font size="3" face="arial">Represent and manage customer expectations, scope changes, approval process and deal activation</font></li><li><font size="3" face="arial">Jointly support and monitor single BU implementation</font></li></ul></div><div><font size="3" face="arial"><br></font></div><div><strong><u><font size="3" face="arial">3. AFTER-SALES</font></u></strong></div><div><font size="3" face="arial">In the respective Region, the RCD supports the GCD:</font></div><div><font size="3" face="arial"><br></font></div><div><strong><font size="3" face="arial">3a. Service delivery and performance management</font></strong></div><div><ul><li><font size="3" face="arial">Raise service quality escalation if required in the Region</font></li></ul></div><div><font size="3" face="arial"><br></font></div><div><strong><font size="3" face="arial">3b. Account Maintenance</font></strong></div><div><ul><li><font size="3" face="arial">Coordinate customer communications, including contractual and T&C changes</font></li><li><font size="3" face="arial">Act as key contact for customer in the respective region, Channel communication to BU account teams and DHL internal functions in the region</font></li><li><font size="3" face="arial">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.</font></li><li><font size="3" face="arial">Drive customer satisfaction survey (CSS) nominations, participation and follow up for her/his customer in the region.</font></li><li><font size="3" face="arial">Partner with AR team and escalate issues with the customer as needed in the region.</font></li><li><font size="3" face="arial">Provide input to Customer Status Update (CSU) follow up on issues and act as escalation instance in the region.</font></li></ul></div><div><font size="3" face="arial"><br></font></div><div><strong><font size="3" face="arial">Requirement for the Role:</font></strong></div><div><ul><li><font size="3" face="arial">Requires 8-12 years of experience in the Logistics industry, Sector or Customer</font></li><li><font size="3" face="arial">Requires 3-5 years of commercial experience</font></li><li><font size="3" face="arial">Minimum 2-4 years of consultative selling experience in an international context</font></li></ul></div><div><font size="3" face="arial"><br></font></div><div><strong><u><font size="3" face="arial">Education / Qualification / Certification / Requirements:</font></u></strong></div><div><ul><li><font size="3" face="arial">University degree</font></li><li><font size="3" face="arial">In depth knowledge of total supply chain of particular sector</font></li><li><font size="3" face="arial">Willing to undertake extensive international travel</font></li><li><font size="3" face="arial">Excellent analytical and problem solving skills</font></li><li><font size="3" face="arial">Excellent written and oral communication skills</font></li><li><font size="3" face="arial">Effective presentation and facilitation skills</font></li><li><font size="3" face="arial">Structured work approach</font></li><li><font size="3" face="arial">Computer and Microsoft Office proficiency</font></li><li><font size="3" face="arial">International exposure and cultural sensitivity</font></li><li><font size="3" face="arial">Ability to work independently and within a team to deliver results</font></li><li><font size="3" face="arial">Ability to lead and influence without formal authority</font></li><li><font size="3" face="arial">Ability to adapt and perform under changing and uncertain conditions</font></li><li><font size="3" face="arial">Ability to lead and influence in an informal DHL matrix structure</font></li><li><font size="3" face="arial">Excellent business English, written and oral</font></li></ul></div></div><div><br></div>