Regional Customer Manager, LSH, CSI Americas – DHL – Paramus, NJ, USA
We are looking for a RCM, CSI Americas , who will lead the global development of the designated customer by positioning DHL as a strategic business partner and delivering agreed programs through a team spanning across DHL Business Units. In this key role, you will establish effective relationships with key contacts within targeted customer organizations to ensure maximum leverage for DHL’s interests and work together to propose business solutions that add value to customer business and enhance its performance and reputation while maximizing DHL sales and revenue growth.
Location: NJ, NY, FL, PA
Key Accountabilities
- Support GCM with customer research in respective region
- Support strategic customer dialogues to identify customer’s business objectives, supply chain requirements & challenges (ensure business fit)
- Provide input to Customer Development Plan (CDP)
- Execute CDP together with account team & divisions
- Link senior DHL executives with account counterparts at regional level
- Support implementation of DPDHL, CSI, sector strategies
- 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
- Proactively Identify & prioritize opportunities within assigned account on a regional level
- 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 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
- Present solution to customer demonstrating clear business & solution fit (for regional opportunities)
- 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
- Align DHL internal KPIs measured with customer’s interests & KPI system in region
- Monitor KPIs in respective region, work with internal stakeholders across DHL to ensure quality standards and performance targets are being met
- Initiate & oversee improvement initiatives with the customer (e.g. corrective action plans)
- Support effective Customer Satisfaction Survey (CSS) process & drive follow up activities at a regional level to increase customer satisfaction year-on-year
- Coordinate divisional account teams
- Develop & drive actions to fix areas behind target
- Review input from team members, ensure quality and commercial standards are met
- Ensure common understanding of service expectations & solutions both with the customer, DHL countries/regions & within CSI
- Build commitment within DHL regionally to ensure the necessary resources are made available
- Work with the relevant divisional & service management teams to ensure implementation of solutions sold to the customer
- Share knowledge and best practices within the sector & DHL
Position Requirements
- University degree (10-15 years commercial experience with Bachelor’s degree; or 8-12 years with a Master’s degree.)
- 5+ years of experience in the Logistics Industry. Must have good working knowledge of Life Sciences industry supply chain. Further understanding of relevant cold chain logistics requirements and solutions highly desired.
- Demonstrated in-depth understanding of the total supply chain of this industry; Life Sciences and Cold Chain supply chain experience essential to the role.
- Proven experience with 2+ DPDHL Divisions required; (Global Forwarding Freight strongly preferred)
- 3-5 years of combined commercial & commercial management experience
- 3-4 years minimum of Consultative Selling experience working at Board level on international scope.
- Established a strong DPDHL internal network (eg. Interacts with Commercial Heads and/or Industry/ Sector Heads of DPDHL Divisions on a regular basis)
- Ability to pro-actively manage sales pipeline to grow business
- Excellent analytical & problem solving skills, written and oral communication skills
- Effective presentation skills
- Excellent business English, written and oral (+ local language skills as required)
- Structured work approach
- Strong computer skills with Excel and PowerPoint to enhance communication effectiveness
- International exposure and cultural sensitivity
- Ability to work independently and within a team to deliver results
- Ability to engage & lead discussions at board level with senior management
- Ability to lead and influence without formal authority
- Ability to adapt and perform under changing and uncertain conditions
- Ability to manage in informal DHL matrix structure (Networking; persuasive)
- Built a strong understanding of DPDHL products and services in all Divisions globally including the competitive positioning of each
- Strong international exposure and cultural sensitivity
- Strong relationship management, senior program management and operational skills
DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other protected characteristics.
Facts and Figures
Division
VV – CSI – Life Sciences & Healthcare AM
Employment Type
Permanent Full-Time
Business Unit
DHL Customer Solutions & Innovation Americas
Working Hours
Location
Paramus, NJ
Shift Requirement
Job Type
Sales & Business Development
Relocation Offered
Career Level
Professionals
Travel Required
Below 75%
Responsible for
Travel Extent
Reports to
Work Permit Required
Yes
Target Hire Date
9/9/2016
