Global Account Manager

Overall Role Purpose:

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, Global Mail, 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

Overall Role Purpose:

Lead the geographic profitability development of designated