Job Description

Job Title – GLOBAL ACCOUNT MANAGER Introduction DHL is a leading global brand in the logistics industry. DHL’s family of divisions offers an unrivalled portfolio of logistics services, ranging from national and international parcel delivery, international express, road, air and ocean transport, to industrial supply chain management. With its unrivalled presence in developing markets, DHL is decisively positioned as “THE logistics company for the world”. DHL Express is a company that pioneered cross-border express delivery in 1969 & now is active in more than 220 countries and territories worldwide. We connect people and improve their lives. And we do it by being uncompromisingly customer-centric and delivering excellence day in and day out. By bringing people together and making life simpler – for our customers, our employees, our investors, and our society – we help make the world a better place. Role Descriptor DHL Express is looking for a Global Account Manager to join and lead our team. He/she will be responsible to lead the geographic profitability development of designated GCS and/or MNC/NC Accounts through positioning DHL as a strategic business partner, and delivering agreed programmes, through a team drawn from across the DHL network. Role Details

• Role title : Global Account Manager
• Corporate/Business : DHL Express
• Department/Function : Commercial-(GMNC)
• Job family : EXP IN Industry Development
• Reports to : CIDM

Scope of role

• Budgeted T/O in m or bn € 2015: € 2 M (determined locally) of revenue of a defined portfolio of GCS &/or MNC/NC Customer Portfolio.
• Number of countries covered 2015: Geographical coverage of the role - India
• No. Of FTEs [year]:

• Total FTEs managed under the GMNC function :
• Total FTEs managed under the CIDM – 8
• Total FTEs managed under the Global Business Support group : 2

Key Responsibilities He/she will have to perform the following key activities:

• 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 GCS/MNC customer accounts.
• Lead and manage customer presentations and proposals.
• 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.

• CIDM and National GMNC 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 GCS/MNC account strategy in line with country level business plans, ensuring profitable revenue growth.

• Regional GCS &/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 harmonized processes.
• Contribute to the regional bidding or RFQ process when requested.

• 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 GCS/MNC Customer accounts.
• Represent the customer in the solution/service development process, ensuring clear communication of customer expectations and requirements.

• DHL Entities (RO, DGF, etc.) :

• Work together to strategically improve the overall competitive advantage of the customer, and maximize the customer’s life time value to DHL.

• 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.
• Display strong skills in global customer analysis to ensure that all customer requirements are being fulfilled.
• Manage and co-ordinate the agreed account initiatives, activities and programmes to retain and grow ongoing revenue and profit contributions.
• Develop plans to deny competitor penetration into the accounts.
• 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.

• Global and Regional Account Team Support:

• Ensure co-operation with other members of the account team and throughout the sales force.

• Incumbent has no direct reports and authority over country line and functional personnel.
• He/she must be able to demonstrate ability to influence decisions/actions.

Skills Required

• Presentation skills
• Communication skills, spoken and written
• Networking and interpersonal skills

Profile Requirements (Experience/Certifications/Qualifications/Licenses)

• 5 years corporate consultative / solution based sales experience in a service-related industry.
• Experience in managing and developing large & complex accounts.
• Experience in DHL network.
• Degree in Business (or related discipline).

Profile Requirements (Experience/Certifications/Qualifications/Licenses)

• 5 years corporate consultative / solution based sales experience in a service-related industry.
• Experience in managing and developing large & complex accounts.
• Experience in DHL network.
• Degree in Business (or related discipline).