Global Customer Director (m/f/x)

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DHL’s Customer Solutions & Innovations (CSI), one of the business units of DHL, is a globally dedicated organization which simplifies the DHL customer experience by providing a single customer interface and developing innovative industry-tailored

Job Purpose

We are looking for a Global Customer Director who will lead the global development of an Energy customer(s) account by positioning DHL as a strategic business partner and delivering agreed programs through a team spanning across DHL Business Units (BUs). In this key role, you will build customer value through strong relationships, aligned strategies & approach resulting in sustained profitable growth for DHL

Principal Accountabilities (max. 8-10)

Strategic Customer Engagement & Planning

• Conduct research & gather intelligence from internal & external sources to truly understand the customer (strategies, operational & procurement culture)
• Organize and hold strategic customer dialogues with global/ regional decision making to identify customer's business objectives, supply chain requirements & challenges (ensure business fit)
• Jointly create & execute Customer Development Plan (CDP) with divisional key account managers, validate with customer and generate buy in within DHL
• Create future opportunities by translating customer needs & business trends into potential solutions
• Support implementation of DPDHL, CSI, sector strategies
  
  
  

Relationship & Opportunity Development

• Identify & develop effective relationships with key contacts within targeted customer organizations and major decision makers, as well as obtain sponsorship with divisional TEC member to ensure maximum leverage for DHL interests
• Build & leverage network of coaches in the customer organizations to drive DHL agenda
• Proactively identify & prioritize x-divisional opportunities within assigned account on a global level
• Support or conduct opportunity assessment with relevant DHL counterparts for identified opportunities
• Develop recommendation on pursuit or cancellation of opportunities based on financial attractiveness, risk and fit of customer requirements with DHL capabilities
• Oversee pipeline of x-divisional opportunities across all regions to achieve targeted new business wins
• Organize and hold global & lead region relationship review meetings (e.g. QRRs) with the customer and divisional key account managers & support other relationship review meetings as required (e.g. case - by - case Global Commercial Board (GCB) reviews)
• Oversee the renewal agenda in a proactive manner at a global & regional level
• Coordinate targeting activities for x-divisional opportunities across DHL to foster "one DHL" experience
  
  
  

Preparing, winning & implementing the deal

X-divisional opportunities:

• Create win plan for opportunities
• Ensure common understanding of service expectations & solutions both with the customer, DHL countries/regions & within CSI
• Engage stakeholders in line with divisional Contract Approval Processes
• Pursue customer contract utilizing divisional Contract Negotiation Guidelines, engaging Lead Counsel, CSI Contract Compliance and GBS Risk
• Ensure contract is completed and signed by DHL and customer prior to commencement of trading
• Ensure final contract is submitted to CSI contract repository ("CORE") in a timely manner
• Support CSI solution delivery teams in development of solution for the customer
• Develop & present solution of medium - low complexity to customer demonstrating clear business & solution fit
• Actively lead negotiations and close deals
• Ensure exhaustive handover to implementation team
• Support divisional team in resolution of issues
  
  
  

Single-division opportunities:

• Support creation of win plan for opportunities
• Provide guidance to divisional solution delivery teams on development of solutions as required
• Ensure solutions presented demonstrate appropriate business & solution fit
• Support negotiations and assist with the closure of deals as required
• Engage stakeholders in line with divisional Contract Approval Processes
• Pursue customer contract utilizing divisional Contract Negotiation Guidelines, engaging Lead Counsel, CSI Contract Compliance and GBS Risk
• Ensure contract is completed and signed by DHL and customer prior to commencement of trading
• Ensure final contract is submitted to CSI contract repository ("CORE") in a timely manner
• Support CSI solution delivery teams in development of solution for the customer
  
  
  

Service Management & Account Maintenance

• Act as key contact for customer, channel communication to divisional key account managers and DHL internal functions
• Support divisional key account managers to Identify improvement initiatives with the customer (e.g. corrective action plans) and channel same to BUs
• Resolve major escalations & issues channeled through the divisional key account managers
• Support effective Customer Satisfaction Survey (CSS) process & drive follow up activities to increase customer satisfaction year on year
  
  
  

Team Management

• Build commitment within DHL globally to ensure the necessary resources are made available
• Coordinate teams of divisional key account managers
• Coach & support teams members on core activities, review input & ensure quality & commercial standards are met
• Monitor sales performance against x-divisional growth targets & fix areas behind target
• Share knowledge and best practices within the sector & DHL
  
  
  

Knowledge, Skills And Experience (max. 8-10)

• BS/BA or MS/MA with 10+ 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
• At least 1-2 years of experience managing teams
• 3-5 years of commercial experience required
• At least 3-5 years of consultative selling experience in an international context
• In depth knowledge of total supply chain of the Energy sector
• Sound logistics understanding
• Strong relationship management, senior program management and operational skills
• Ability to engage & lead discussions at board level with senior management
• Willing to undertake extensive international travel
• Excellent analytical and problem solving skills
• Excellent business English; written and oral communication skills
• Highly 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
• Ability to adapt and perform under changing and uncertain conditions
• Ability to lead and influence in an informal DHL matrix structure
  
  
  

Ability to effectively manage and lead a team of direct and/or indirect reports

Equal Opportunity Employer, Disability/Vets. Click here for EEO Statements and Reasonable Accommodations.