Account Management, Senior Manager/General Manager

At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent over the world. 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.

Under the DHL Supply Chain umbrella, one of the business units of DHL, we provide customized logistics and industry solutions in the areas of supply chain management, warehousing, distribution, value added services, and lead logistics provider services for our customers – helping them deliver better results everyday.

Responsibilities

The candidate will be required to ensure commercial success and start-ups sustainability of the assigned business relationship(s). The candidate will be required to deliver outstanding Customer Experience (NPS), Retention (renewal rate) and Growth (new business AGP) for the assigned accounts.

• The candidate will be the main point of contact for topics of strategic and tactical relevance, especially for commercial success, the candidate will also lead operations matters that will span across areas of operations excellence, technology and innovation enhancements on process workflows and labour resource optimization.
• The candidate must possess an in-depth and extensive knowledge of the supply chain industry that will enable balancing the needs of the customer with needs of our operations (e.g., implementation of BASICS, utilization of LOGICS and implementation of OMS) by facilitating mutual solutions. Manages and resolves potential resulting conflicts with the customer.
• Leads frequent engagement sessions with regional heads and employees at the C level suite
• Champions the overall Customer Centricity agenda by utilizing extensive network insights and data analytics
• Drives Net Growth by winning additional and retaining existing business from the customer
• Builds extensive coach network in customer’s organization, gains access to decision makers and spreads the word on the value we have delivered
• Builds extensive relationships with the operations based on long term expertise of the supply chain industry to deliver KPIs, tracks performance and proactively engages the customer to ensure highest level of satisfaction
• Understands supply chain commercial agreements and customer’s duties & rights. Leads related commercial negotiations (e.g., rate increase) based on internally aligned positions derived from the external market
• Diligently coordinates DSC internal commercial process related to his/her accounts, e.g., O2D, Renewals, BCA process, etc. Ensures timely and accurate data entry into systems and tools required for above processes, e.g., Salesforce.com
• The candidate will be measured on the following criteria and KPIs:

• Monthly meetings and QBRs, quality of documentation
• CXM (Net Promoter Score, Customer Satisfaction, Response Rate)
• Net Growth (AGP New from Existing; Renewal Rate)
• Outstanding receivables
• Account P&L (Revenue and Gross Profit)
• Operations Excellence standards
• Joint Business Plans - completion rate
• Savings generated for customer
• Account P&L (Revenue and Gross Profit)
• Data quality / internal process compliance
• Operations Excellence standards
• CXM (Net Promoter Score, Customer Satisfaction, Response Rate)

Requirements

• University degree or equivalent education
• Commercial acumen and able to fully deliver financial gains on projects and must have a track record of success
• Experience in a client facing role especially at the levels of C-suite, Regional heads and Global heads
• Exceptional communication, facilitation and presentation skills at all levels
• Operational/ Solution Design / Consulting experience that involves facing customers
• Experience in working at the Country and Regional levels
• Extensive supply chain knowledge with great expertise in warehousing and transport operations