The job holder has to develop and achieve revenue and profit contribution objectives from an assigned list of Industry sectors based in the country. The National Customer Manager must ensure that the customers receive the highest levels of service from the Network, using a consultative selling approach, following DHL Global Sales process.
Accountabilities:
§ Act as an ambassador for DHL at all times and attend to customer needs in a professional, friendly and courteous manner.
§ Ensure that a high level of professional rapport is developed and maintained with all customers.
§ Lead and direct country resources to identify and develop logistics and time and day definite service opportunities with designated industry customers.
§ Develop strategies, service initiatives and contingency plans for the effective denial of competitor initiatives with the nominated customers to prevent split business and customer defection. Manage the development and delivery of services and solutions that provide consistency and re-usability to enable customers to achieve corporate objectives and gain competitive advantage through the application of Supply Chain Solutions to their business.
§ Manage the effective segmentation of each customer to fully understand the customer’s needs and to ensure DHL is targeting the right type of business to achieve long-term profitability objectives.
§ Build and understand market share in industry segment responsible for by product.
§ Follow DHL Global Sales Processes as well as call cycle and pipeline management.
§ Identify, establish and manage multi-tiered relationships across customer and DHL organisations to ensure a long-term business partnership and achievement of corporate goals.
§ Monitor customer performance, loyalty and satisfaction to measure success, business fluctuation and possible business at risk. Take appropriate corrective action internally and/or with the customer.
§ Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions.
§ Lead and direct country resources to identify and develop logistics and time and day definite service opportunities with designated industry customers.
§ Develop strategies, service initiatives and contingency plans for the effective denial of competitor initiatives with the nominated customers to prevent split business and customer defection. Manage the development and delivery of services and solutions that provide consistency and re-usability to enable customers to achieve corporate objectives and gain competitive advantage through the application of Supply Chain Solutions to their business.
§ Manage the effective segmentation of each customer to fully understand the customer’s needs and to ensure DHL is targeting the right type of business to achieve long-term profitability objectives.
§ Build and understand market share in industry segment responsible for by product.§ Follow DHL Global Sales Processes as well as call cycle and pipeline management.
§ Identify, establish and manage multi-tiered relationships across customer and DHL organisations to ensure a long-term business partnership and achievement of corporate goals.
§ Monitor customer performance, loyalty and satisfaction to measure success, business fluctuation and possible business at risk. Take appropriate corrective action internally and/or with the customer.
§ Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions.
§ Develop and keep current an appropriate account strategy for each nominated customer. The strategy should include country level business plans that are aligned to global and regional strategies to achieve overall network objectives.
§ Lead and manage customer presentations and proposals, ensuring there is a common understanding of service expectations and solutions, both with the customer and DHL.
§ Manage all customer-related information by interacting with departments that contribute to effective customer service for the customer.
§ Promote DHL brand image and values through own appearance and behavior so that it reflects DHL high standards and develops customers’ relationship.
§ Lead and manage the development of business acquisition projects, customer supply chains and value added services with nominated accounts ensuring targeted revenue and profitability levels in line with plans.
§ Lead and direct country resources to identify and develop logistics and time and day definite service opportunities with designated industry customers.
§ Develop strategies, service initiatives and contingency plans for the effective denial of competitor initiatives with the nominated customers to prevent split business and customer defection. Manage the development and delivery of services and solutions that provide consistency and re-usability to enable customers to achieve corporate objectives and gain competitive advantage through the application of Supply Chain Solutions to their business.
§ Manage the effective segmentation of each customer to fully understand the customer’s needs and to ensure DHL is targeting the right type of business to achieve long-term profitability objectives.
§ Build and understand market share in industry segment responsible for by product.
§ Follow DHL Global Sales Processes as well as call cycle and pipeline management.
§ Identify, establish and manage multi-tiered relationships across customer and DHL organisations to ensure a long-term business partnership and achievement of corporate goals.
§ Monitor customer performance, loyalty and satisfaction to measure success, business fluctuation and possible business at risk. Take appropriate corrective action internally and/or with the customer.
§ Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions.
Skills / Qualifications:
§ Problem Solving
This position will be the prime customer contact whenever DHL business is at risk due to issues such as competitive actions, dissatisfaction with DHL service etc. The job holder will have to resolve those problems in the most efficient way in order to retain the customers.
§ Planning and Organizing
The job holder has to establish actionable sales plans for managing prospects and existing customers. He/she will have to plan and organize himself in the most effective way and effective pipeline, route planning and call cycle, thereby covering the assigned clientele base. The job holder will have to organize time effectively to reach agreed revenue and profitability targets as well as the agreed commercial productivity standards.
§ Decision Making
The job holder will have to make decision during negotiation with customers related to volume and discount levels as well as additional services offered. The National Channel Account Manager will propose discount agreements to the National Channel Manager / National Sales Manager for approval. Job Challenge The key challenge of this job is to deliver the agreed levels of revenue and profit in the assigned industry, whilst meeting key customer needs. He/she deals with a wide range of nationalities inside and outside the company and is required to understand the cultural differences that may exist. Thus, being an advocate for the National Channel within DHL and being the advocate for DHL to the customer.
Experience:
§ Minimum 3 years commercial logistics or supply chain management
§ Commercially orientated
§ Proven high performance of managing multi national, complex logistics accounts in a service industry would be an advantage
§ Computer literate
§ A proven track record in over achievement of objectives
§ Strong number skills and presentation skills
§ Comprehensive knowledge of DHL network, logistics or related industry
§ Excellent planning, organizing and time management skills
§ Relationship building and proven strong negotiation skills
§ Ability to influence internally and externally
§ Excellent communication and analytical skills
§ Customer focus (Internal & External)
§ Personal Motivation and drive
§ Strategic Account Management ability
§ Team player and motivator
Educational Qualifications:
§ A minimum of Bachelor degree or equivalent