Regional Customer Director, eRetail & Fashion Sector
Customer Solutions and Innovation (CSI) is a DHL's cross divisional commercial and innovation unit. We manage DHL's largest and most strategic customers. In a very competitive market, CSI work with our Business Divisions and provide value beyond what the customers expect, building stronger ties with Customer key decision makers. We focus on understanding our customer business and industry challenges and applying proven DHL solutions.
Role Purpose:
Drive development of CSI eRetail & Fashion key Marketplace customer by understanding the customer and their growth strategy, building relationships, identifying opportunities, and pursuing business development together with Business Units within the region and India. Identify and support development of solutions and/or replicate existing solutions for the customers. The Regional Customer Director (RCD) supports the Global Customer Director (GCD) in the respective region. Assigned customer is considered highly strategic even among CSI customers.
- PRE-SALES
In the respective Region, the Regional Customer Director (RCD) supports the Global Customer Director (GCD):
1a. Strategic account planning
Provide input to Customer Development Plan, ensure buy-in within DHL for own region, and execute regional actions
Identify long run prospects, game changing initiatives, innovation and eCommerce agenda in respective region
Gather intelligence from internal & external sources to understand the customer (e.g. strategies, operational and procurement culture, supply chain maps including intelligence on ops, specs, incumbents, contracts, etc.)
Conduct strategic customer dialogues with regional decision makers to identify customer's business objectives and supply chain requirements and challenges
1b. Customer Relationship Development
Identify key customer contacts and build/maintain relationships. Ensure business fit in the respective region
Develop coach networks and network with decision makers in the region to drive DHL agenda within the customer
Align customer and DHL agenda: early communication of future trends and customer strategies to the BUs before the opportunities come to market
1c. Opportunity/pipeline development
Identify, assess and develop new/growth/retention/ strategic opportunities regionally
Drive renewal of profitable business in the region
Confirm business fit with customer
Support or conduct opportunity assessment with relevant DHL counterparts and obtain go/no go decision from BU on these opportunities
Manage the regional pipeline to achieve revenue/volume/GP targets
- SALES
In the respective Region, the RCD supports the GCD for Global deals and leads Regional deals:
2a. Preparing the Deal
Collect customer requirements and communicate these to CSI Commercial Operations and BU teams
Define win and pricing strategy
Work with CSI and BU virtual team and ensure customer requirements are considered in the offer
Undertake due diligence on solution & price
Develop proposal, business fit and solution fit
2b. Closing the deal
Present proposal, business fit and solution fit
Adapt proposal and gain sign-off on changes
Ensure common understanding of service expectations and solutions with the customer, DHL countries/region and within CSI
Coordinate and actively engage in negotiations, gain decision maker commitment and close the deal
Provide input to contract and ensure its sign off prior to the start of trading and in line with CSI and divisional contract approval processes/guidelines
Gain decision maker commitment
2c. Implementing the deal
Represent and manage customer expectations, scope changes, approval process and deal activation
Jointly support and monitor single BU implementation
- AFTER-SALES
In the respective Region, the RCD supports the GCD in account maintenance:
Service delivery and performance management
Raise service quality escalation if required in the Region
Coordinate customer communications, including contractual and T&C changes
Act as key contact for customer in the respective region, Channel communication to BU account teams and DHL internal functions in the region
Conduct regional QRRs and QBRs at operational / strategic levels respectively, with the objective that all meetings develop the relationship. Provide input to global QRRs/QBRs.
Drive customer satisfaction survey (CSS) nominations, participation and follow up for her/his customer in the region.
Partner with AR team and escalate issues with the customer as needed in the region.
Provide input to Customer Status Update (CSU) follow up on issues and act as escalation instance in the region.Experience for the Role:
Requires 8-12 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 2-4 years of consultative selling experience in an international context
Minimum 2-4 years of eCommerce sales experience
Education / Qualification / Certification:
University degree
Excellent analytical and problem-solving skills
Effective presentation and facilitation skills
Strong international exposure and India business 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
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
Ability to adapt and perform under changing and uncertain conditions
Ability to lead and influence in an informal DHL matrix structure
Preferred location: Mumbai, India
Excellent business English, written and oral
Local language skills as required
