Key Account Manager

Customer Engagement Manager

Manage, control and develop the overall customer engagement of assigned portfolio. Develop business development strategies/activities in accordance with the Group's business strategy and local business environment to deliver profitable growth and service excellence. Support Global/Regional Sector initiatives and drive the engagement of both internal and external stakeholders with a clear account development plan.

Main Accountabilities:

Customer: Provide customer orientated service at all times relating to sales and operation issues. Plan and co-ordinate national sales activities to retain and develop sustaining sales revenue. Drive/support development of new/innovation service or value creation as part of continuous development to meet customers' needs. To drive and manage profitable growth with the assigned customer.

Stakeholder: Identify and develop relationship with customer contacts, including but not limited to decision makers, coaches, gatekeepers, influencers. Work with third party service providers like packing companies, carriers, truckers or shipping lines for special projects. Work with other DHL divisions for end-to-end supply chain solutions and collaborations. Work with countries and internal departments such as Products, VAS, Finance, First Choice, BPO, IT and Implementation to satisfy customers' needs and ensure service continuity. Coach and work closely with virtual team - District/Branch/Sales and Business Support Managers. Regular performance dialogue with Regional RAD/Sector Heads and BSMs.

Measurement Criteria / KPIs:

Existing customer retention & continued patronage

Developing new revenue and profitable growth

Timely settlement of customer issues and disputes

Exceed agreed sales and related targets (e.g. Pipelines, Sales calls etc)

RFI/RFQ Response

Relationship Mapping

End to End solution

Sales & Product Collaboration

Virtual Team Management

Requirements:

Skills:

Planning and Organization

Good Interpersonal skills

Excellent Communication skills

Influencing skills

Negotiation skills

Ability to work under stress

Experience:

3 to 5 years in the logistics or forwarding industry

Least 2 years in dealing with major accounts on a country level

Relevant experience in International supply chain will be an advantage

Educational Qualifications:

Degree holder, relevant post graduate qualification will be an advantage

Fluent use of English (both written and spoken)

Competent Computer skills required