Senior Executive, Client Management

DKSH Malaysia Sdn Bhd; Selangor; On-site; MYR 90,000 - 140,000; Full time

Job summary

DKSH Malaysia Sdn Bhd is seeking a professional to oversee the smooth liaison of the assigned client portfolio, ensuring excellent service, client satisfaction, and contributing to the organization’s profitability.

You will manage portfolios to meet financial objectives, understand contract terms, contribute to negotiations, monitor KPI/SLAs, build strong client relationships, identify upsell opportunities, and support cross-functional teams to protect and grow the partnership.

Responsibilities

• Liaise with assigned client portfolios to ensure excellent service, satisfaction and profitability.
• Manage client portfolios to achieve targeted financial and management objectives.
• Oversee profitability of portfolios and ensure timely recoveries of service income.
• Understand terms in Distribution and Supplemental Agreements to ensure compliant service delivery.
• Contribute insights during contract negotiations to protect DKSH's risks and interests.
• Review monthly KPI/SLAs and inform management of recurring underperformance with internal teams for improvement.
• Build strong relationships across client organizations and align with client operations and strategies.
• Identify upsell/cross-sell opportunities to generate additional income streams.
• Lead, coach and foster a positive team culture, collaborating with other areas in the organization.
• Escalate key risk matters affecting the DKSH-client partnership and compliance policies.

Job description

To be responsible for the overall smooth liaison of the assigned client portfolio/s thus ensuring excellent services is given, satisfaction is achieved and contributing to the organization’s profitability and build client loyalty.

• To manage all assigned client portfolio/s to effectively achieve the organization’s targeted financial and management objectives as determined by the management.
• To manage the profitability of assigned client portfolios and ensure recoveries of all service incomes on timely and effective manners.
• To fully understand existing T&Cs contained in the Distribution and Supplemental Agreements to ensure consistent services are provided in alignment with contract stipulations.
• To contribute insights during contract negotiation to protect DKSH’s risks and interests and ensuring fair requirements in contractual discussion.
• To review monthly and consolidated YTD KPI/SLAs committed with clients and to take lead using available insight to update Management on consistent malperformances and collaborating with internal stakeholders for development and improvements when needed.
• To build a strong relationship with all levels of client’s organization through clear understanding of the history-to-current relationship, business setup and model, client’s internal operations, preferences, to maintain a solid relationship and strive in exceeding clientexpectations.
• To consistently strive and maintain a position as client’s preferred business partner through detailed understanding of client’s product portfolios, business strategies, target and their competitions, to understand industry’s trends, governmental and regulatory changes and updates are consistently studied and updated to enrich the business partnership
• To consistently contribute into achieving organizationals financial targets through marketing on existing value-added services to Clients
• By understanding the challenges and changes in the business environment that the clients are in, to deeply generate and contribute additional beyond existing agreed services to assist the clients and generate additional income streams through new upsell and cross sell opportunities
• To lead, coach, participate and fosters a positive team culture and improvescommunicationas individuals share information, collaborate effectivelyand gain a better understanding of otherareas within the organization.
• To elevate to management on key risk matters affecting which may potentially harm DKSH-Client business partnership and potential impact to DKSH’s control and compliances policies.
• To release and/or approve purchase order, expenses, returns, write off of trade and non-trade goods, addendums, contracts, SOPs and any other documents which require approvals in accordance with the Level of Authority (LoA) set by the company.
• To undertake other responsibilities and duties as may be assigned from time to time.

Unlock job insights

DKSH’s purpose is to enrich people’s lives. For nearly 160 years, we have been marketing, selling, and

distributing high-quality products and brands for multinational and Fortune 500 companies. Through our

Business Units Consumer Goods, Healthcare, Performance Materials, and Technology, we deliver

sustainable growth for our partners. We contribute to improving the quality of life for our employees and

people in the local communities in which we operate. Headquartered in Switzerland, DKSH is publicly

listed and operates in 36 markets across Asia Pacific, Europe, and North America. We employ over

29,000 specialists and produced net sales of CHF 11.1 billion in 2023.

DKSH’s purpose is to enrich people’s lives. For nearly 160 years, we have been marketing, selling, and

distributing high-quality products and brands for multinational and Fortune 500 companies. Through our

Business Units Consumer Goods, Healthcare, Performance Materials, and Technology, we deliver

sustainable growth for our partners. We contribute to improving the quality of life for our employees and

people in the local communities in which we operate. Headquartered in Switzerland, DKSH is publicly

listed and operates in 36 markets across Asia Pacific, Europe, and North America. We employ over

29,000 specialists and produced net sales of CHF 11.1 billion in 2023.