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Csi Regional Customer Director Technology Latam

3 meses atrás

São Paulo, São Paulo, Brasil DHL Tempo inteiro
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.


Job Purpose:


We are looking for a Regional Customer Director who will lead the regional development of assigned top Technology customer account(s) 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 the customer's business and enhance its performance and reputation while maximizing DHL sales and revenue growth.

Location is flexible and role can be based in Dallas, Houston, El Paso, Plantation, Brazil, Mexico or Panama.

Principal Accountabilities:

PRE-SALES

Strategic account planning

  • Provide input to Customer Development Plan, ensure buyin 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
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

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 RCM supports the GCM for Global deals and leads for Regional deals:

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

Closing the deal

  • Present proposal, business fit and solution fit
  • Adapt proposal and gain signoff 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
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 RCM supports the GCM:

Service delivery and performance management

  • Raise service quality escalation if required in the Region
Account Maintenance

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 followup for her/his customer in the region
  • Communicate contractual and T&C changes to the customer for the region
  • Partner with