Regional Account Director

About us

DHL is present in over 220 countries and territories across the globe, making it the most international company in the world. With a workforce exceeding 350,000 employees, we provide solutions for an almost infinite number of logistics needs.

DHL is part of the world’s leading postal and logistics company Deutsche Post DHL Group, and encompasses the business units DHL Express, DHL Parcel, DHL eCommerce, DHL Global Forwarding, DHL Freight and DHL Supply Chain.

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.

Being The Logistics Company for the World goes well beyond our global presence in over 220 countries and territories, or our tireless pioneer spirit when it comes to new markets. It also extends beyond our unique ability to offer a remarkable range of logistics solutions – from mission-critical express deliveries to economical freight transportation, from taking the complexity out of customs to managing the complexity of global supply chains and everything in between.

We want to be the logistics company people turn to – the first choice not only for all shipping needs, but also the first choice for career and investment opportunities, and being the global benchmark for responsible business practice.

Responsibilities

Retain existing business

• Broaden customer relationships through building a common agenda & Joint Business Plans (JBPs) with a 3 year+ horizon having clear vision, joint goals and business priorities.
• Build and orchestrate cross-functional account community
• Proactively manage the renewal agenda
• Drive consistency of commercials, concept of operations and concept of systems
• Responsible for ensuring all contractual documentation
• Act as a trusted advisor to the customer
• Feed the "Voice of the Customer" into the account strategy setting and review process
• Mobilise and support Executive Sponsor’s activities

Win new business

• Own the Account Development Plan & track its delivery
• Identify, assess and support the pursuit and closure of additional growth and account replication opportunities
• Acceleration of new market entries by coaching local teams on replication of standards & best practices

Operational Excellence

• Ensure the orchestration & alignment of operational requirements to be detailed, enabling expert resource support from Operational Excellence & IT functions
• Support for major operational issues or escalation management Inc. compliance issues aligning resource support from x-regional key stakeholders
• Harmonization of KPIs, SOPs, work instructions, etc. across countries

Enhance margins

• Increase profitability using Pricing Excellence and value-based pricing techniques
• Support the customer contracting process, negotiations and approvals to closure

Providing the best customer experience

• Develop and own relationships with key customer stakeholders, closely leveraging the relationship with the Executive Sponsor
• Ensure that customer experience is sustained and increased
• Scheduling and facilitation of regional Quarterly Business Reviews and Annual Top 2 Top Meeting
• Regular research meetings with customer stakeholders and knowledge transfer to account team
• Be the go-to person for regional customer stakeholders for anything DSC related
• Regional review of Customer Experience Survey feedback with customer and alignment of actions

Driving innovation & continuous improvement

• Identification and replication of best practices & CI across countries
• Drive innovation agenda into assigned customer account plans and customer organization
• Set up of regional supply chain analytics dashboards and regular sharing of key observations

Account community

• Develop and manage the account community - account managers, business development and operations
• Engagement across DHL Group Divisions to ensure group wide view is maintained for customer account

Requirements

• Minimum of 6 years in the logistics industry
• A proven track record of working in a complex regional and local (multi-country) matrix environment 
• A proven track record of delivering customer growth
• Extensive knowledge of Supply Chain Operations
• Highly developed facilitation and influencing skills at all levels
• Proven track record of managing complex accounts
• Process orientated with consultative / collaborative approach