Regional Customer Director

DHL Global Forwarding (Singapore) Pte. Ltd.; George Town; On-site; MYR 150,000 - 210,000; Full time

Job summary

DHL Group in Malaysia is seeking a seasoned Senior Manager to oversee customer engagement for an assigned portfolio and drive profitable growth across key accounts within the region. You will coordinate with product, regional teams, and internal stakeholders to align strategies with RFIs/RFQs and ensure service excellence.

The role emphasizes strategic account planning, market profiling, and proactive selling to expand the customer base and optimize value creation for clients and DHL.

Qualifications

• Bachelor’s degree or equivalent.
• Minimum 10 years of experience in the freight forwarding and logistics industry.
• Minimum 5 years of experience managing major key accounts at a regional and/or global level.

Responsibilities

• Manage and develop the overall customers engagement of assigned portfolio.
• Develop and perform business development strategies/activities to deliver profitable growth.
• Support global/regional sector initiatives and drive engagement with internal and external stakeholders.

Skills

Account management

Stakeholder management

Business development

Sales planning

Education

Bachelor’s degree or equivalent

Job description

Job Purpose

• Manage and develop the overall customers engagement of assigned portfolio.
• Develop and perform business development strategies/activities in accordance with company business objective and local business environment to deliver profitable growth.
• Support global/regional sector initiatives and drive the engagement of both internal and external stakeholders with clear account development plan.

Accountabilities

I) Customers

• Maintain effective relationship with assigned portfolio by remaining informed about customers' business priorities and needs within the region
• Drive and manage profitable growth with the assigned customer portfolio
• Grow and hunt business with new target customers
• Deliver services and solutions to customer that meet budget, quality and agreed service level
• Drives/support development of new/innovation service or value creation as part of continuous development to meet customer's needs
• Respond and solve customer enquiries/complaints in a timely and responsive manner
• Responsible for establishing customer profiles and customer needs.
• Effectively conduct Annual/Quarterly/Monthly Business Review with customers

Internal Customers

• Develop Customer Account Plan and/or Win Plan that can be adapted to meet customer needs and business fit
• Work with Product, Key account managers, Bid Management team in the region to communicate and align customer account/win plan for RFIs / RFQs
• Close engagement with internal stakeholder by sharing customer's buying behaviours and competitor's intelligence

II) Stakeholders

External Stakeholders

• Identify and develop relationship with Customer contacts, including but not limited to decision makers, coaches, gatekeepers, inferencers et al.
• Work with other DHL divisions for end-to-end supply chain solution design or cross BUs collaboration

Internal Stakeholders

• Work with countries and internal departments such as Products, CDZ, IP, OMS, Finance, First Choice, BPO, IT and IMPAT to satisfy customers' needs and make sure service is provided smoothly.
• Coach and work closely with virtual team - Key Account Managers (KAMs), Operational KAMs (OKAMs)/Program Managers (PMs)
• Regular performance dialogue and alignment with Country KAMs or OKAMs/PMs

III) Process

Customer Business Development

• Conduct customer meeting/sales visits (potential & existing) and present company capabilities, value proposition and business fit.
• Identify and develop customer sales leads.
• Lead market profiling and customer/competitor research and analysis activities to understand and identify opportunities and challenges.
• Develop and/or communicate effective pricing strategies to drive profitable growth and volume
• Develop supply chain management solutions meeting customer needs.
• Develop customer development plan/win plan and drive the communication and alignment with relevant stakeholder in region and countries such as Product and Key Account Managers on strategy for RFQ's/tenders/bids.
• Proactive Selling with Buyer's Perspective

Customer Business Performance

• Effectively drive monthly, quarterly and annual business review with customers
• Overall responsible for achieving Customer business targets and KPIs. Drive KPI performance review with customer, together with Products
• Identify and facilitate continuous improvement or value creation opportunities with customers

Experience & Qualification Requirements

• Bachelor’s degree or equivalent
• Minimum 10 years of experience in the freight forwarding and logistics industry
• Minimum 5years of experience managing major key accounts at a regional and/or global level