Regional Customer Director

2 weeks ago


Subang Jaya, Selangor, Malaysia DHL Full time

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 endtoend 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 postgraduate qualifications will be an advantage
  • 68 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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