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Global Customer Director Eretail

vor 3 Monaten

Bonn, Deutschland DHL Vollzeit

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**:
**A great, dynamic and fun team is looking for a new colleague**

The eRetail and Fashion team is looking for a Global Customer Director who will lead the global development and relationship of an important DPDHL Global Customer Account. To grow the relationship and to position DHL as a strategic business partner and delivering agreed programs through a team spanning across DHL Business Units globally. In this key role, you will establish effective relationships with key contacts within the customer organizations to ensure maximum leverage for DHL's interests and work together to propose business solutions that add value to the customer's global supply chain and enhance its performance and reputation while maximizing DHL sales and revenue growth.

**Principal Accountabilities**:
**PRE-SALES**

**Strategic account planning**
- Manage Drive development of Customer Development Plan, secure buy-in within DP DHL stakeholders
- 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 global decision makers to identify customer's business objectives and supply chain requirements and challenges
- Customer Relationship Development
- 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
- Opportunity/pipeline development
- Identify, assess and develop new/growth/retention/ strategic opportunities 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
- Salesforce/ACE management - Manage the pipeline of opportunities across all regions to achieve revenue/volume/GP targets
- Support account team members in the pursuit of opportunities

**SALES**

**Preparing the Deal**
- 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
- 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/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 and Implementing the deal
- Represent and manage customer expectations, scope changes, approval process and deal activation
- Jointly support and monitor single BU implementation

**AFTER-SALES**

**Service delivery and performance management**
- Raise service quality escalation if required Account Maintenance
- 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 global & regional 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 issu