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A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.

Do you want to make a difference? Then come to our “Insanely Customer Centric” Team and become a Certified International Specialist!

Job Overview

The Regional Customer Manager is expected to drive sustained profitable growth for DHL by building customer value through strong relationships, cross-BU customer management, sector approach and innovation. Building customer value through strong relationships, aligned strategies & approach resulting in sustained profitable growth for DHL is key to this role. The RCM supports DPDHL’s Business Units in delivering double digit growth from this customer across the MENA region, developing key relationships and providing project leadership when required.

Main Responsibilities

Strategic account planning

• Identify long run prospects, game changing initiatives, innovation and e-Commerce agenda in the region
• Gather intelligence from internal & external sources to understand the customer (e.g. strategies, operational and procurement culture, supply chain maps including intelligence on operations, solution specifications, incumbents, contracts, etc.)
• Conduct strategic customer dialogues with regional decision makers to identify customer’s business objectives and supply chain requirements and challenges

Customer Relationship Development

• Identify key customer contacts and build/maintain relationships. Ensure business fit in the region
• Develop coach networks and network with decision makers in the region to drive DHL agenda within the customers organization

Opportunity/pipeline development

• Identify, assess and develop new/growth/retention/ strategic cross-BU opportunities regionally
• Ensure renewal of existing profitable business in the region
• Confirm business fit with customer requirements

Preparing the Deal

• Collect customer requirements and communicate these to BU teams
• Define win and pricing strategy
• Work with BU virtual team and ensure customer requirements are considered in the offer
• Undertake due diligence on solution & price
• Develop proposal, business fit and solution fit

Service delivery and performance management

• Raise service quality escalation for swift resolution if required in the Region

Account Maintenance

• Coordinate customer communications, including contractual and T&C changes
• Act as key contact for customer in the region. Channel communication to BU account teams and DHL internal functions in the region

Process

• Develop and maintain key industry knowledge, especially with regard to supply chain and transportation solutions.
• Maximise face to face customer sales time by arranging and facilitating support resources in an effective manner
• Sign of customer level RFQ’s
• Ensure the implementation and integrity of relevant sales processes, CRM tools and pipeline visibility within the customer
• Adhere to regional guidelines for pricing and margin management
• Measure performance against financial targets and non-financial objectives and implement corrective actions as required.
• Contribute to the annual budget cycle by submitting customer level targets and plans to Head of MNC MENA
• Provide in depth account analysis in order to ensure retention and development of revenue
• Solve any issues that might risk new or existing business, by cooperating with the countries, regions and the other divisions

People – Management

• Incumbent line has no direct reports and authority over country line and functional personnel. However, he/she must be able to demonstrate ability to influence decisions / actions through provision value-added inputs into the organisations business processes.

Education & Experience Qualifications

• 10-12 years, of which 5 in a customer facing role doing . consultative selling in an international context
• University degree
• Multinational / Global Customer Management
• Analytical / Strategy development knowledge
• Fluency in business English verbal and written. Arabic and French as a language will be an advantage.
• Microsoft Office proficiency
• Must have Middle East experience.
• Strong strategic understanding and target orientation
• Excellent planning, organizational and problem solving skills
• Business planning skills
• Experience in Strategic Account Management
• Strong negotiation skills (impact and influence)
• Excellent and effective presentation skills, very strong written and verbal communications skills.
• High profile networking
• Confidence with senior decision makers
• Solid understanding of customer needs
• Superior knowledge of transportation and logistics industry
• Strong supply chain knowledge
• Project management skills
• Contributes to maintaining a positive winning culture
• Ability to drive change, e.g., X- Business Units integration and New product development
• Professional manner, DHL ambassador
• Strong understanding of what drives the supply chain industry specifically within the Retail, Fashion and E-Commerce space.
• Strong understanding of Service Logistics as well as forward