Regional Customer Director (Dedicated CPM) (d/f/m) - DHL CSI eRetail & Fashion
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- Shanghai
- Permanent
- Full-time
- CSI Sector / Function: eRetail and Fashion
- Contract Type: Permanent
- Employment Type: Full-time
- Work Mode: Hybrid
- Location: Shanghai
- Drive sustainable, profitable growth for DHL by creating customer value through strong partnerships, cross-BU collaboration, a sector-focused approach, and innovative solutions. The assigned customer is recognized as highly strategic within CSI’s global portfolio.
- Exhibit a true Hunting Mentality by actively uncovering new growth opportunities through deep market insights and customer intelligence, relentlessly pursuing untapped potential within the strategic account.
- Serve as a catalyst for innovation and expansion by anticipating evolving customer needs, challenging conventional thinking, and delivering bold, forward-looking solutions that secure competitive advantage.
Strategic account planning
- Drive development of Customer Development Plan, ensure BU sign off, secure buy-in within DHL and follow-up on CDP actions
- Identify long run prospects, game changing initiatives, innovation and eCommerce agenda
- 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 and global decision makers to identify customer's business objectives and supply chain requirements and challenges
- Identify key customer contacts and build/maintain relationships. Ensure business fit.
- Develop coach networks (especially at C level) in the customer organizations to drive DHL agenda
- Align customer and DHL agenda: early communication of future trends and customer strategies to the BUs before the opportunities come to market
- Communicate with senior execs internally and externally and ensure top to top dialogue
- Identify, assess and develop new/growth/retention/ strategic opportunities regionally/globally
- Create future opportunities by translating customer needs & business trends into potential solutions
- Drive renewal of profitable business
- 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 pipeline of opportunities across all regions to achieve revenue/volume/GP targets
- Support account team members in the pursuit of opportunities
- Collect customer requirements and communicate these to CSI Commercial Operations and BU teams
- Define win and pricing strategy
- Lead CSI and BU virtual team working on the offer and ensure customer requirements are considered
- Undertake due diligence on solution & price
- Develop proposal, business fit and solution fit
- 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/regions 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
- Support account team members in the closure of opportunities
- Represent and manage customer expectations, scope changes, approval process and deal activation
- Jointly support and monitor single BU implementation
- Raise service quality escalation if required
- Coordinate customer communications, including contractual and T&C changes
- Act as key contact for customer. Channel communication to account teams and DHL internal functions
- Conduct regional & global QRRs and QBRs at operational / strategic levels respectively, with the objective that all meetings develop the relationship
- Drive Customer Satisfaction Survey (CSS) nominations, participation and follow-up for her/his customer
- Partner with AR team and escalate issues with the customer as needed
- Ensure Customer Status Update (CSU) completion, follow up on issues and act as escalation instance
- Coordinate virtual team of divisional key account managers
- Coach and support team members on core activities. Review input from team members and ensure quality & commercial standards are met
- Monitor sales performance against cross divisional growth targets and address areas behind target
Experience:
- Requires 10-15 years of experience in the Logistics industry, E-Commerce or Customer
- Minimum 1-2 years of experience with one or more DPDHL divisions, including managing senior stakeholders (added advantage)
- Requires 3-5 years of commercial experience
- Minimum 3-5 years of consultative selling experience in an international context
- University degree
- In depth knowledge of total supply chain of the E-Commerce sector
- Willing to undertake extensive international travel
- Excellent analytical and problem solving skills
- Excellent written and oral communication skills; towards customers as well as internal to get support required
- 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 of building and managing strong stakeholder relationships (from working to C-Level; internal, x-BU and external)
- Solid customer experience with Chinese players
- Strategic engagement with customer enabling opportunities for x-BU solutions, GCD's and innovation agenda
- Strong drive to develop / propose customer-tailored solutions and development plans
- Outstanding coordination capabilities to ensure implementation with all engaged stakeholders
- 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 cross-BU and ECommerce knowledge ensures in-depth understanding of customer logistics requirements
- Strong leadership
- Excellent business English, written and oral
- Excellent Mandarin language skills required, native preferred