Account Management Excellence

5 meses atrás

Campinas, Brasil DHL Tempo inteiro

Accelerating our drive for excellence customer experience, retention, and new business growth by delivering impactful global and regional customer-centric programs, supporting training and personal development of BD & AM teams, and directly engaging with customers in strategic engagements and workshops.

This role has primary responsibility for understanding and standardizing the account management function in the region with the goal of maximizing client growth and retention opportunities without margin erosion. Additionally, the Manager is responsible implementing corporate programs related to the function such as Customer Basics, C4L, Account Planning, etc.

This position offers consultative support to country champions/coordinators, how to train the trainer in customer service needs assessments, supply chain mapping, account planning support, targeting, growth strategy, value selling (pricing) and overall facilitation. The Manager is the regional expert on client-oriented programs and initiatives and advises the LATAM Operations Directors on practices, processes, and progress.

**Key Accountabilities**:

- Project management of Account Management Excellence
- Facilitation of strategic customer engagements and workshops with senior stakeholders
- Management of professional development agenda and facilitation of select course
- Introduce and embed the Joint Business Planning process across the LATAM region
- Serves as the regional expert on Customer Centricity and advises the LATAM Board on practices, processes, and progress
- Enables teams to develop and drive action plans for BD/Sales, Ops, and other functions, initially focused on the top 3 - 4 customers from each Cluster
- Build and maintain strong relationships with the BD teams, key decision makers and establish a strong network within our BD/Am/OPS community and within the customer organizations
- Facilitate knowledge/best practice sharing between the BD community, providing guidance, and coaching to account teams to create a customer loyalty mindset
- Schedule, organize and facilitate JBP workshops for identified customers and the appropriate BD/Ops/Functional teams
- Monitor engagement levels, timelines, action plans and ensure that key milestones are updated for all relevant customers
- Proactively provide strategic guidance for ways to further increase sales performance
- Supply chain mapping including material and information flow diagramming
- Identify external best practices in facilitation and customer relationship management to provide outside-in perspective
- Engage with global Customer Centricity community to share best practices and idea collaboration

**Requirements**:

- Advanced Degree
- Fluent in Portuguese, English and Spanish
- Experience in supply chain management
- Sales and account management success
- Highly effective facilitator, including audience of top leaders and decision makers
- Highly effective communication and presentation skills
- Financial analysis
- Commercial acumen
- Comfortable with managing data and generating report
- Able to influence without authority

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