Regional Customer Director EMEA Management (m/f/x) weekly working time of 40 hours. Mondays to Fridays.

TODAY, YOU’RE STIMULATING THE WAY A CUSTOMER SUCCEEDS.

TOMORROW, YOU’RE SHAPING THE WAY THE WORLD WORKS.

At DHL, people mean the world to us. That’s 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.

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.

Tasks:

Drive development of CSI a eRetail & Fashion leading global Chinese Marketplace customer by understanding the customer and their growth strategy into, building relationships, identifying opportunities, and pursuing business development together with Business Units within the EMEA Region.

Identify and support development of solutions and/or replicate existing solutions for the customers. The Regional Customer Director (RCD) supports the Global Customer Director in the respective region. Assigned customer is very dynamic and growing rapidly around the globe with a strong focus on EMEA.

Principal Accountabilities:

Strategic customer engagement & planning

Provide input to Customer Development Plan (CDP)
Execute CDP together with account team & divisions
Link senior DHL executives with account counterparts at regional level
Identify key customer contacts and develop customer relationships (e.g. where required acting as customer's central point of contact and voice of customer for BUs, attending key sales meetings, etc.)
Understand the customer (desktop research) the customer strategy and potential DHL opportunities
Contribute to developing the strategy/approach for relevant global leading chinese marketplaces
Develop DHL's approach for the account and business development plan jointly with BUs
Interact with customer to promote DHL capabilities (e.g. innovation centre visits, providing subsector expertise, etc.)

Relationship & opportunity development

Identify & develop effective relationships with key contacts within targeted customer organizations in respective region, as well as with business unit regional Senior Management to ensure maximum leverage for DHL interests
Build & leverage network of coaches in the customer organizations to drive DHL agenda
Support account team members in the pursuit & closure of opportunities
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
Maintain pipeline of opportunities within the region to achieve targeted new business wins
Network with senior decision makers and influencers within the region
Conduct and Support regular relationship review meetings (e.g. QRRs) with the customer
Manage the renewal agenda at a regional level in a proactive manner, ensure current business is profitably maintained

Preparing, winning & implementing the deal

Present solutions to customer demonstrating clear business & solution fit (for regional opportunities)
Manage cross BU pipeline opportunity in ACE
Work with the business units and service management to ensure implementations of deal
Actively engage in negotiations and close the deal (for regional opportunities)
Ensure handover to solution delivery team & support where needed
Articulate customer requirements to solution delivery team
Challenge solution delivery team to ensure customer inputs & requirements are translated into DHL offer

Strategic Thinking & Targeting

Contribute to building China Market Growth community (e.g. participating in conferences, community calls, etc.)
Participate in community events and educate community on new solutions, capabilities, customer intelligence and best practices.
Provide customer thought leadership and insights by driving and leading eRetail & Fashion marketplace sub-sector strategies through engaging in market trends and analysis and business development strategy work.
Identify key marketplace trends in the region
Understands and analyzes the big picture of customer’s business objectives & provides input into the customer strategy
Translates customer strategy into meaningful business opportunities of value for DHL divisions with minimal guidance, & ensures buy-in for the same
Evaluates business strategy & landscape in order to identify best fit opportunities for DHL across region/products/solutions
Understands customer's business objectives as outlined in company publications
Relates specific solutions offered to the customer back to their business objectives

Building & Maintaining Customer Relationships

Builds strategic relationship with customer counterparts
Is able to read differing client styles & cultural backgrounds and adapts the approach accordingly
Actively listens, responds promptly and delivers as agreed
Demonstrates to the customer good understanding of their supply chain within relevant scope
Proactively offers advice to customer counterparts based on in depth understanding of supply chain within relevant scope
Builds coach network with counterparts in customer organization
Leverages coach network to gain access to relevant customer stakeholders (e.g. decision makers, gatekeepers) in order to strengthen DHL’s position

Selling & Influencing

Effectively conducts consultative selling based on accelerate principles
Ability to position and adapt key marketing messages to different potential customers for the various eRetail & Fashion sub-sectors in the region
Develops & articulates business fit & solution fit that reflects:

- understanding of customer requirements

- sector & product knowledge

Identifies & prepares for likely questions/concerns from customer
Prepares for commercial discussion by identifying customer’s buying criteria & developing strong pricing & negotiation strategies with minimal guidance
Pushes for closure of deal by using persuasive skills to create a compelling case for DHL’s offering within immediate scope both internally & within customer organization
Develops proposals that adhere to internal guidelines & commercial standards
Makes realistic commitments by offering what the internal organization can support

Developing Commercially Viable & Innovative Solutions

Explore new business opportunity in the area of marketplaces and any evolving new business models by the customer
Demonstrates sound knowledge on sector challenges & trends for respective account & their competitors
Demonstrates extensive divisional product knowledge
Demonstrates knowledge of competitors & suppliers relevant to account
Demonstrates a strong knowledge of the eCommerce marketplace industry and its associated requirements
Conducts ongoing research through desk research & research meetings with customer counterparts
Clearly derives customer requirements based on available information
Proactively offers x-divisional solutions that leverages all relevant products & capabilities of DHL divisions
Engages customers through consulting studies & customer workshops to identify opportunities to offer innovative solutions
Understands DHL’s key business drivers (e.g. revenue, cost) & how they impact business decisions & solutions
Supports development of sustainable commercial arrangements by identifying & taking necessary steps to mitigate financial, commercial & operational risk to DHL

Working Across the Business

Bring expertise to BUs on solutions/projects/innovation (access to network of knowledge).
Coach, internal CSI and BU Customer Managers to familiarize the development opportunities for Chinese e&F marketplace customers in the region
Support the development of global eCommerce training programs for CSI and BU rollout.
Involves relevant CSI & divisional key stakeholders & secures buy-in & support when providing input to CDP
Executes the CDP by coordinating respective account teams & resources efficiently & effectively
Persuades stakeholders in following a course of action that supports the customer and/or DHL overall objectives
Builds & navigates through internal network across divisions, & uses that to gains support & resources with guidance from sales leader
Demonstrates ability to clearly communicate implementation requirements,(e.g. resources, processes) both internally & externally & monitors progress
Is able to escalate issues to the relevant stakeholders to ensure quick resolution

Knowledge, Skills and Experience:

Requires min 5 years of experience in the Logistics industry, Sector or Customer
Minimum 1-2 years of experience with one or more DHL divisions, including managing senior stakeholders
Requires 3-5 years of commercial experience
Minimum 2 years of consultative selling experience in an international context
Preferred experience in eCommerce / Marketplaces
University degree
Excellent analytical and problem solving skills
Effective presentation and facilitation skills
Strong international exposure preferably with Chinese customers
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
Capacity to drive business growth across complex multi-sector conglomerates
Strong hunting capabilities to tap into large growth potential
Responsibility for retaining very large business
High x-BU and sector knowledge
Excellent business English, written and oral
Preferred fluent in Mandarin, written and oral

Your benefits:

We offer excellent employee benefits, a competitive salary package and great development opportunities.

Your contact:

Laura Klein will be happy to answer your questions via email recruiting.dpbh@dhl.com.

Interested in this responsible position with its varied tasks? Please click on “Apply Here” and send us your complete application, including a cover letter, CV, references, your desired salary and your earliest possible starting date. You can find further information at dpdhl.jobs.

We are looking forward to your application.

CONNECTING PEOPLE. IMPROVING LIVES.