Global Account Manager  

Overall Role Purpose:

Lead the geographic profitability development of designated CSI (Customer Solutions and Innovations) and/or MNC (Global and Multi-National) and NCC (National) Accounts through positioning DHL as a strategic business partner, and delivering agreed programmes, through a team drawn from across the DHL network.

Accountabilities:

Designated Customers (a defined portfolio)

• Identify, establish and manage multi-tier relationships across customer and DHL organisations to ensure a long-term business partnership and achievement of corporate goals
• Build and maintain executive relationships within the designated CSI/MNC/NCC customer accounts
• Establish clear understanding of customer expectations and requirements
• Provide customer oriented service at all times relating to specific sales and customer expectation issues
• Plan & co-ordinate activities and programmes to retain and develop sustaining sales revenue
• Develop and manage after sales strategy for each of the designated account customers

Global and Multi-National Customer Channel Manager

•Provide customer account revenue and activity reporting, as required by the Management team

•Participate in and contribute to the development of strategies and approaches to maintain, protect, improve and grow account sales & portfolio

•Keep current and provide country CSI/MNC/NCC account strategy in line with country level business plans, ensuring profitable revenue growth

•Carry out any task that is required by his or her superiors from time to time.

Regional CSI &/or MNC Customer Managers and Regional Industry Group Managers

•Provide country inputs to the development of account strategies

•Implement agreed account sales and customer acquisition strategies set by the regional account team, ensuring targeted revenue and profitability levels are in line with agreed business plans

•Drive sales improvement through regionally harmonised processes

Global Business Services Support Group and Other Functions

•Develop a working relationship with the relevant support sections e.g. Global Business Services Support Group, Operations to ensure they are kept up to date with all issues relating to the CSI/MNC Customer accounts

•Represent the customer in the solution/service development process, ensuring clear communication of customer expectations and requirements

Sales/Customer Account Development – Planning and Follow Up

•Formulate a personal sales plan that incorporates initiatives for identifying and gaining new business prospects and maximises growth within the existing account base so that the required account sales results are achieved

•Develop and implement a strategy to promote DHL Advantage programs and solutions to the assigned list of customer accounts

•Implement global and regional account acquisition / development approaches and platforms

•Manage and co-ordinate the agreed account initiatives, activities and programmes to retain and grow ongoing revenue and profit contributions

•Co-ordinate the development and delivery of services and solutions that provide consistency and reusability to enable customers to achieve their corporate objectives and gain competitive advantage through DHL

Margins/Profitability Assurance

•Establish and implement a pricing review timetable that ensures improving margins from designated accounts

•Adhere to regional standards on profit margins and discount guidelines

•Ensure all customer agreements are cost sensitive to ensure a suggested minimum pricing tariff is set and adhered too. Any deviations from this tariff requires management agreement and justification

What we need?

• Account Management skills
• Exceptional Presentation skills
• Communication skills, spoken and written
• Networking and interpersonal skills
• 5 years corporate consultative / solution-based sales experience in a service-related industry
• Experience in managing and developing accounts of greater than USD1 million per annum