Regional MNC Customer Manager within the Sector Lifesciences

DHL Global Forwarding (DGF) manages the flow of goods and information across a customer's global supply chain utilizing air / ocean / ground transportation, customs brokerage services, and dedicated warehousing/distribution centers. We are part of Deutsche Post DHL (DPDHL) Group, the world’s leading logistics provider with operations in over 220 countries.

We have an exciting opportunity for a Regional MNC Customer Manager within the Lifesciences located anywhere in Europe who will develop and retain assigned Multi-National Customers (MNC) on a regional/ global level, take accountability for the overall customer relationship and achieve profitable growth through proactive & strategic thinking. The key objective of this role is to build best customer relationships to our LSH & Chemicals customers by ensuring DGF is perceived as the logistic leader and that our solutions ( end-to-end) provide added value by being a trusted advisor to key decision makers in the customer organization.

General Information

Role title: MNC Global / Regional Customer Manager for Sectors LSH & Chemicals

Location: Flexible location within Europe

Overall role purpose: Develop and retain assigned Multi-National Customers (MNC) on a regional/ global level. Take accountability for the overall customer relationship and achieve profitable growth through proactive & strategic thinking.

Reports to: Gülderen Tuna, Regional Sector Head Lifesciences & Healthcare, Europe

Differentiator

• Drive strategic agenda with MNC customers
• Conduct regular strategic relationship reviews with the customers
• Understand the customer visions, strategies and requirements to translate into DGF capabilities
• Secure understanding of market, competitors and their value proposition including market acceptance
• Prepare & update customer strategies & customer account and development plans (CDP) accurately and on time
• Ensure internal collaboration for your customers in different regions/ countries as basis for account management
• Conduct at least quarterly alignment calls with all regional/ country KAMs responsible for the account
• Support CRM in development of customer strategies & account plans and assist strategic relationship review with customer (as appropriate)
• Conduct regular sales analytics for your customers and support countries/regions to close white spots

Tasks and responsibilities

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) Sector development & marketing

• Constantly build market & customer intelligence in line with procedures of respective sector
• 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 team to develop and expand the Community
• Support Sector initiatives & events

Your Profile

• 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
• Experience with customers relationships and demonstration of seniority to be a trusted and communicative partner for the customer
• Strong in internal + external networking; team player
• Ability to influence at an executive /senior level
• Leadership skill to run virtual teams without direct authority
• Consultative & strategic attitude
• Entrepreneurial & commercial thinking
• Solid sector & logistics knowledge
• Excellent English skills, both verbal & written, German skills are a plus
• Solid MS Office skills: Excel, Word, PowerPoint
• Cross-cultural competence
• “First Choice” Bronze + Accelerate certification (supplementary)
• 5-8 years in logistics & preferably account management experience, Sales
• Degree in Business/ Logistics/Supply Chain (preferred)
• Willing & capable to travel, as role requires

Interested?

Apply now and send us your complete application, including a motivation cover letter and CV.

We are looking forward to your application!

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