Key Account Manager

Life Science & Chemical 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.
• 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 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