Hybrid Business Customer Development Manager - Returns na DHL

Role Title:

Manager Business Customer Development

Reports to:
Director Business Development

Role Purpose / Position Summary

• Manage customer relationships for profitability and growth.
• Develop new business opportunities outside of existing customer base while maintaining existing customer base.
• Define and develop new service capabilities that extend the reach of DHL Supply Chain’s core value proposition.
• Ensure that profit goals are met.
• Act as the primary customer contact relating to relationship development, commercial agreements, growth potential and account strategy for a specific customer base.

Key Accountabilities / Primary Duties & Responsibilities
? Account Management- Strategic approach including customer and process elements
? Network Management- Internal and External, Network and Industry events to build pipeline and opportunities
? Margin performance vs. pro-forma income statements
? Pipeline goals – including gross revenue in pipeline, growth against target and business close ratio
? Deliver against revenue and gross profit targets

Detailed list of duties might include but is not limited to:
Customer
• Develop and strengthen customer relationships
• Drive profitable account growth (partner with global where appropriate)
• Research and develop relationships with new potential accounts
• Create and execute account strategies (including an account communication plans)
• Customer Experience Management (CXM)- Facilitate customer survey responses from identified customers and communicate results
• In conjunction with the Operations Process Leader communicate action, results and initiatives to appropriate parties
• Negotiate and execute new commercial agreements and changes to existing agreements resulting from new business opportunities, renewals and other changes
Process

• Sales Opportunity to Operational Delivery (O2D) awareness, understanding and execution of elements involved
• Interact with appropriate parties to ensure the completion of customer related project and action plans
• Ensure the transfer of best practices between customer accounts when appropriate
• Participate in budget process to ensure operational site alignment with account strategy
• Ensure familiarity with all solution sets and the delivery of growth with relation to the specific solution sets
• Ensure understanding of significant site performance constraints, vacancies or increased capacities
• Update Salesforce.com/internal reports as required by respective manager (i.e. pipeline, account plan, etc.)

Decision Making Authority:
- Authority to select profitable business ventures for pursuit, to schedule business engagements and travel, to engage additional company resources in the pursuit of business, to negotiate business terms within the context of contract templates, as needed management of startup resources.

Key Relationships (External & Internal) 
Internal (Including other account teams)
• VP Operations
• VP Business Development
• Director of Business Development
• Regional Operations Director
• Operations Process Leader
• Other Account Manager
• General Managers
• Finance Partner
• Contract Administration
• Other Functional Managers
• Project Management
External
• Customer Representatives
• Strategic Partners
• Consignee’s
• Industry Organizations

Focus
Internal
• Development /understanding and execution (when appropriate) of strategy / annual plans (budget, operational performance, customer plans, workshops, etc.)
• Communications (account status updates, metrics, projects, etc.)
• Co-ordination of functional activities
• Resource management
External
• Contract terms and service performance
• Execution of strategy and customer plans
• Customer / Consignee visits consultancy
• Quarterly Business Reviews
• Annual Top to Top Reviews

Performance Indicators
• Revenue and gross profit vs. budget
• Customer satisfaction
• Pipeline performance indicators (gross revenue, close ratio)
• New revenue and profit amounts against performance goals
• Achievement of objectives outlined in the account plan / strategy
• Creativity in customer problem resolution, and internal/external relationship management
• Adherence to company-wide customer relationship management processes

Minimum Education
- Bachelor’s degree: Essential
- MBA: Desirable

Minimum Experience (indicate depth & breadth)
- 3+ years logistics industry experience
- 3+ years consultative sales/business development experience
- 3+ years P&L/service responsibility
- 3+ years dedicated / shared delivery experience

Minimum Knowledge/Skills / Abilities

• Project Management
• Communication Skills
• Objective Setting
• Contract Administration
• Presentation Skills (verbal and visual)
• Time Management
• Negotiating Skills - desirable
• Relationship Skills
• Resource Management
• P/ L Management - desirable
• Metric Development - desirable
• Consultative business skills - desirable
• Analytical
• Technical writing skills

Competencies Required
• Business Acumen
• Commitment to Excel
• Customer Orientation
• Building & Managing Partnerships
• Cross Border Thinking
• Constructive Challenge

Travel Requirements
Frequent (> 25%) National Travel
Infrequent International Travel