Global Account Manager

Customer Solutions And Innovations Account Manager

Lead the geographic profitability development of designated CSI (Customer Solutions and Innovations) and/or MNC (Global and Multi-National) and NCC (National) Accounts through positioning DHL as a strategic business partner, and delivering agreed programmes, through a team drawn from across the DHL network.

Accountabilities:

Designated Customers (a defined portfolio)

• Identify, establish and manage multi-tier relationships across customer and DHL organisations to ensure a long-term business partnership and achievement of corporate goals
• Build and maintain executive relationships within the designated CSI/MNC/NCC customer accounts
• Lead and manage customer presentations and proposals
• Establish clear understanding of customer expectations and requirements
• Provide customer oriented service at all times relating to specific sales and customer expectation issues
• Plan & co-ordinate activities and programmes to retain and develop sustaining sales revenue
• Develop and manage after sales strategy for each of the designated account customers

Global and Multi-National Customer Channel Manager

• Provide customer account revenue and activity reporting, as required by the Management team
• Participate in and contribute to the development of strategies and approaches to maintain, protect, improve and grow account sales & portfolio
• Keep current and provide country CSI/MNC/NCC account strategy in line with country level business plans, ensuring profitable revenue growth
• Carry out any task that is required by his or her superiors from time to time.

Regional CSI &/or MNC Customer Managers and Regional Industry Group Managers

• Provide country inputs to the development of account strategies
• Implement agreed account sales and customer acquisition strategies set by the regional account team, ensuring targeted revenue and profitability levels are in line with agreed business plans
• Drive sales improvement through regionally harmonised processes
• Contribute to the regional bidding or RFQ process when requested

Global Business Services Support Group and Other Functions

• Develop a working relationship with the relevant support sections e.g. Global Business Services Support Group, Operations to ensure they are kept up to date with all issues relating to the CSI/MNC Customer accounts
• Represent the customer in the solution/service development process, ensuring clear communication of customer expectations and requirements

DHL Entities (RO, DGF, DSC, GlobalMail, etc.)

• Work together to strategically improve the overall competitive advantage of the customer, and maximise the customer's life time value to DHL

Sales/Customer Account Development – Planning and Follow Up

• Formulate a personal sales plan that incorporates initiatives for identifying and gaining new business prospects and maximises growth within the existing account base so that the required account sales results are achieved
• Develop and implement a strategy to promote DHL Advantage programs and solutions to the assigned list of customer accounts
• Implement global and regional account acquisition / development approaches and platforms
• Display strong skills in global customer analysis to ensure that all customer requirements are being fulfilled
• Manage and co-ordinate the agreed account initiatives, activities and programmes to retain and grow ongoing revenue and profit contributions
• Develop plans to deny competitor penetration into the accounts
• Co-ordinate the development and delivery of services and solutions that provide consistency and reusability to enable customers to achieve their corporate objectives and gain competitive advantage through DHL

Margins/Profitability Assurance

• Establish and implement a pricing review timetable that ensures improving margins from designated accounts
• Adhere to regional standards on profit margins and discount guidelines
• Ensure all customer agreements are cost sensitive to ensure a suggested minimum pricing tariff is set and adhered too. Any deviations from this tariff requires management agreement and justification

Global and Regional Account Team Support

• Ensure co-operation with other members of the account team and throughout the sales force

What we need?

• Account Management skills
• Presentation skills
• Communication skills, spoken and written
• Networking and interpersonal skills
• 5 years corporate consultative / solution-based sales experience in a service-related industry
• Experience in managing and developing accounts of greater than USD1 million per annum
• Experience in DHL network