MNC Global Customer Manager Grow Japan

DHL; City of Westminster; Remote; GBP 60,000 - 80,000; Full time

Job summary

A global logistics leader is seeking an MNC Global Customer Manager focused on Japanese clientele. This role entails developing strategic relationships, conducting market evaluations, and managing customer accounts effectively. Candidates should have strong communication skills, extensive logistics experience, and proficiency in Japanese. This position is based anywhere in Europe and requires a proactive mindset with a commitment to customer satisfaction.

Qualifications

• 8-10 years in logistics and preferably account management experience.
• Ability to gain access to multiple executive-level customer decision makers.
• Strong in internal and external networking.

Responsibilities

• Develop organic growth with special focus on Japanese customers.
• Conduct market/customer evaluations to define strategic opportunities.
• Lead negotiation and finalization of contracts.

Skills

Japanese language proficiency

Strong communication skills

Sales and influencing skills

Cross-cultural competence

Education

Degree in Business/Logistics/Supply Chain

Tools

MS Office (Excel, Word, PowerPoint)

Job description

Overview

Role Title: MNC Global Customer Manager Grow Japan
Location: Can be located anywhere in Europe
Overall Role Purpose: Develop and seek organic growth with special focus on Japanese customers outside and within Japan within agreed customer target portfolio on a regional/global level. Take accountability for the overall customer relationship and achieve profitable growth through proactive & strategic thinking.
Reports to: Head of MNC Europe, dotted line to Head of Sales Europe

Responsibilities

• Conduct market / customer evaluation to define strategic target business opportunities
• Collaborate within internal stakeholders of your unit and other DHL units to achieve a strong growth plan/actions
• Conduct regular strategic relationship reviews with the active portfolio customers
• Prepare & update customer strategies & customer account plans (CAP) accurately and on time
• Make sure the CAPs are understood, used & updated by all team members in different regions/ countries as basis for account management
• Conduct at least quarterly alignment calls with Grow Japan team and all regional/ country KAMs responsible for the account

Accountabilities and Tasks

1. Pre-Sales
   • Thoroughly build & maintain relationship with the customer on a strategic & operational level
   • Stay closely aligned with other account managers for the customer (country KAMs, RKAM, CRM, x-BU)
   • Ensure regular visits with key decision makers/ influencers in respective region/ as CRM in all regions
   • Gather, listen and analyze the business challenges of the customer in the region/ as CRM globally to develop compelling solutions for them; engage sponsors/ sector heads/ others when needed
   • Drive growth targets by managing a healthy pipeline and proactive thinking
   • Drive assigned accounts with a true global mindset, ensuring all opportunities around the globe are captured
   • Initiate, plan & execute customer events to foster relationship building where suitable
   • Lead and direct regional and country resources in relationship building and targeting of opportunities
   • Align pipeline with CRM
2. RFQ/ Opportunity related
   • Own and drive the tender process, ensuring there is a decision making capacity at all times and the final product is commercially viable
   • Develop solution design in close alignment with product & other functional teams (e.g. IT)
   • Review & sanity check pricing & completed customer templates as prepared by RFQ team prior to submission
   • Prepare and align presentation(s) to support the internal tender process
   • Review standard narratives for proposal by RFQ team
   • Create presentation & finalize RFQ document
   • Drive negotiation & finalization of contract and align with relevant internal decision makers
   • Participate in debrief analysis if required
   • Fully support other global or regional RFQs along all stages of the process to best ability
   • Ensure there is a common understanding of service expectations and solutions, both with the customer, the implementation teams and all countries involved
   • Oversee handover & implementation activities (driven by implementation teams) to meet customer expectations (SLAs and SOPs)
3. Account management
   • Decide when problems need to be escalated & make sure escalation happens in a timely manner
   • Identify & initiate process improvement initiatives jointly with the customer or internally
   • Provide guidance to after-sales manager (if applicable) on standard after-sales activities (e.g. reporting) and make sure customer experience with DHL is consistent & of a high standard
   • Check monthly customer KPI analysis & reports
   • Own preparation of customer QBRs & conduct QBR meetings
4. Sales performance management
   • Make sure that data in CRM tool & CAP is up to date
   • Participate in sales performance reviews on account level & implement corrective actions
   • Regularly review customer performance reports with internal stakeholders and initiate corrective actions in case data quality issues have been identified
5. Project development & marketing
   • Constantly build market & customer intelligence in line with procedures of respective growth area
   • Collect and consolidate customer intelligence & ensure that the knowledge is spread to other regions and countries as well as x-BU where appropriate
   • Work with the Sector teams to develop and expand the Community
   • Support project initiatives & events
6. Growth across selected countries in Europe
   • With focus on BC customers run data analytics and market evaluation. Define comprehensive growth plan for selected countries and target customers
   • Review and share growth plan/ target lists within your organization and across the globe. Where needed ensure an aligned x-BU customer approach
   • Get early buy-in of different stakeholder in your organization to ensure successful implementation of growth plan and new customer onboarding (impat, product, IT, senior mgt. )
7. Compliance: Japanese language proficiency is a must have
8. Required competencies: High degree of self-confidence, initiative and commitment to customer satisfaction and commercial success; Strong communication, selling & influencing skills (internally + externally); Ability to gain access to multiple executive-level customer decision makers; Strong in internal + external networking; team player; Leadership skill to run virtual teams without direct authority; Consultative & strategic attitude; Drive to growth with existing and new customers; Positive & entrepreneurial spirit; Solid business development & logistics knowledge; Excellent English skills, both verbal & written; Solid MS Office skills: Excel, Word, PowerPoint; Cross-cultural competence; 8-10 years in logistics & preferably account management experience; Degree in Business/ Logistics/Supply Chain (preferred); Willing & capable to travel, as role requires