Commercial Program Manager EMEA (d/f/m)

DHL; Dubai; On-site; AED 250,000 - 350,000; Full time

Job summary

A global logistics company is seeking a professional to drive business growth by managing customer relationships effectively. The role includes monitoring customer development and ensuring alignment with company strategy, supporting sales activities, and managing projects focused on customer satisfaction. Candidates should possess significant experience, particularly within DHL operations, and have strong communication and problem-solving skills. Fluency in English is required.

Qualifications

• 7–12 years’ experience in a related field or equivalent.
• Experience across two or more DPDHL Business Units or comparable industry.
• Proficient in English, both spoken and written.

Responsibilities

• Monitor customer development plans and align with strategy.
• Provide insights from customer data for decision-making.
• Support Customer Directors in opportunity assessments.

Skills

Negotiation

Project management

Stakeholder management

Analytical thinking

Communication

Education

Bachelor’s degree or equivalent

Tools

Salesforce

Job description

TODAY, YOU’RE STIMULATING THE WAY A CUSTOMER SUCCEEDS.

TOMORROW, YOU’RE SHAPING THE WAY THE WORLD WORKS.

At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent the world over. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world.

Customer Solutions & Innovation (CSI) is DHL's cross-divisional commercial and innovation unit. We are responsible for managing about 80 of DHL's largest and most strategically important customers providing them with sector expertise, best in class account management and most innovative products & solutions.

Be the partner of our Customer Directors driving business growth through the consistent management of sales activities.

Tasks:

Account Governance

• Monitor customer development plans and ensure alignment with CSI strategy and priorities.
• Maintain and update the Customer Dashboard for visibility on financials, performance, and pipeline.
• Provide actionable insights from customer data to support account planning and decision-making.

Pipeline Management & Quality

• Ensure pipeline accuracy and completeness in Salesforce (ACE) through regular updates.
• Identify new opportunities via white spot analysis and register them in the pipeline.
• Track pipeline trends and highlight risks or growth potential for timely action.

Sales & RFQ Support

• Support Customer Directors in assessing opportunities and identifying growth areas.
• Lead/Support RFQ preparation and tender quality checks, coordinating with relevant teams.
• Facilitate contractual closure for new agreements, including compliance with key clauses.

Customer Priority Projects

• Collaborate with BU teams to ensure solutions meet customer requirements.
• Manage Customer Satisfaction Survey process and translate findings into improvement actions.
• Support execution of customer-focused projects such as segmentation or innovation initiatives.

Meeting Management

• Prepare inputs and presentations for Quarterly Business Reviews and internal meetings.
• Coordinate follow-up actions from customer and internal meetings to ensure timely delivery.
• Support cross‑BU calls by providing updates and insights from the Customer Dashboard.

Knowledge, Skills and Experience

• Bachelor’s degree or tertiary education in a related discipline with 7–12 years’ experience, or Master’s degree with 5–10 years, or equivalent professional experience.
• Experience across two or more DPDHL Business Units (minimum 5 years) or comparable external industry experience.
• Strong knowledge of DHL operations, products, and service capabilities.
• Proven expertise in commercial principles and processes, business acumen, and understanding of key financial principles.
• Advanced skills in negotiation, presentation, project management, stakeholder management, and leading virtual teams.
• Hands‑on experience with CRM systems (e.g., Salesforce).
• Excellent communication and interpersonal skills, with experience working in virtual environments.
• Strong problem‑solving, analytical, and critical thinking abilities.
• Fluent English, spoken and written.