Customer Solutions and Innovation (CSI) is a DHL's cross divisional commercial and innovation unit. We are responsible for managing DHL's largest and most strategically important customers. In a very competitive market, CSI work with our Business Units (BUs) colleagues and provide value beyond what the customers expect, building stronger ties with Customer key decision makers. We focus on understanding our customer business and industry challenges and applying proven DHL solutions.

Role Purpose:
Drive sustained profitable growth for DHL by building customer value through strong relationships, cross-BU customer management, Sector approach and Innovation. Assigned customer is considered highly strategic even among CSI customers.

Accountabilities:
A. PRE-SALES

Strategic account planning
1. Drive development of Customer Development Plan, ensure BU sign off, secure buy-in within DHL and follow-up on CDP actions
2. Identify long run prospects, game changing initiatives, innovation and eCommerce agenda
3. Gather intelligence from internal & external sources to understand the customer (e.g. strategies, operational and procurement culture, supply chain maps including intelligence on ops, specs, incumbents, contracts, etc.)
4. Conduct strategic customer dialogues with global decision makers to identify customer's business objectives and supply chain requirements and challenges

Customer Relationship Development
1. Identify key customer contacts and build/maintain relationships. Ensure business fit.
2 .Develop coach networks (especially at C level) in the customer organizations to drive DHL agenda
3. Align customer and DHL agenda: early communication of future trends and customer strategies to the BUs before the opportunities come to market
4. Communicate with senior execs internally and externally and ensure top to top dialogue

Opportunity/pipeline development
1. Identify, assess and develop new/growth/retention/ strategic opportunities globally
2. Create future opportunities by translating customer needs & business trends into potential solutions
3. Drive renewal of profitable business
4. Confirm business fit with customer
5. Support or conduct opportunity assessment with relevant DHL counterparts and obtain go/no go decision from BU on these opportunities
6. Manage the pipeline of opportunities across all regions to achieve revenue/volume/GP targets
7. Support account team members in the pursuit of opportunities

B. SALES

Preparing the Deal
1. Collect customer requirements and communicate these to CSI Commercial Operations and BU teams
2. Define win and pricing strategy
3. Lead CSI and BU virtual team working on the offer and ensure customer requirements are considered
4. Undertake due diligence on solution & price
5. Develop proposal, business fit and solution fit

Closing the deal
1. Present proposal, business fit, and solution fit
2. Adapt proposal and gain sign-off on changes
3. Ensure common understanding of service expectations and solutions with the customer, DHL countries/regions and within CSI
4. Coordinate and actively engage in negotiations, gain decision maker commitment and close the deal
5. Provide input to contract and ensure its sign off prior to the start of trading and in line with CSI and divisional contract approval processes/guidelines
6. Gain decision maker commitment
7. Support account team members in the closure of opportunities

Implementing the deal
1. Represent and manage customer expectations, scope changes, approval process and deal activation
2. Jointly support and monitor single BU implementation

C. AFTER-SALES

Service delivery and performance management
1. Raise service quality escalation if required

Account Maintenance
1. Coordinate customer communications, including contractual and T&C changes
2. Act as key contact for customer. Channel communication to account teams and DHL internal functions
3. Conduct global & regional QRRs and QBRs at operational / strategic levels respectively, with the objective that all meetings develop the relationship
4. Drive Customer Satisfaction Survey (CSS) nominations, participation and follow-up for her/his customer
5. Partner with AR team and escalate issues with the customer as needed
6. Ensure Customer Status Update (CSU) completion, follow up on issues and act as escalation instance

D. TEAM LEADERSHIP

Managed Accounts:
1. Lead a team of Regional Customer Directors (RCDs) and coordinate divisional account team (e.g. monthly team calls)
2. Review input from team members and ensure quality & commercial standards are met
3. Conduct regular performance reviews of RCDs and ensure adherence to agreed KPIs, IKOs and standards (only *** with direct reports)
4. Assess individual development needs and support measures to fulfill these (e.g. training) (only *** with direct reports)

Coordinated Accounts:
1. Coordinate virtual team of divisional key account managers
2. Coach and support team members on core activities. Review input from team members and ensure quality & commercial standards are met
3. Monitor sales performance against cross divisional growth targets and address areas behind target

NOTE FOR COORDINATED ACCOUNTS:
- The *** is not in the lead for the single BU opportunities for regions where he/she is not based

Requirement for the Job:
Experience:
1. Requires 10-15 years of experience in the Logistics industry, Engineering & Manufacturing sector or Customer
2. Requires 3-5 years of commercial experience
3. Minimum 3-5 years of consultative selling experience in an international context

Education/Qualification/Certification Requirements:
1. University degree
2. In depth knowledge of total supply chain of the Engineering & Manufacturing sector
3. Willing to undertake extensive international travel
4. Excellent analytical and problem solving skills
5. Excellent written and oral communication skills; towards customers as well as internal to get support required
6. Effective presentation and facilitation skills
7. Structured work approach
8. Computer and Microsoft Office proficiency
9. International exposure and cultural sensitivity
10. Ability to work independently and within a team to deliver results
11. Ability to lead and influence without formal authority
12. Ability to adapt and perform under changing and uncertain conditions
13. Ability to lead and influence in an informal DHL matrix structure

Additional job requirements for *** positions responsible for highly-strategic CSI customers:
1. Ability of building and managing strong stakeholder relationships (from working to C-Level; internal, x-BU and external)
2. Solid customer experience with Chinese players
3. Strategic engagement with customer enabling opportunities for x-BU solutions, ***'s and innovation agenda
4. Strong drive to develop / propose customer-tailored solutions and development plans
5. Outstanding coordination capabilities to ensure implementation with all engaged stakeholders
6. Capacity to drive business growth across complex multi-sector conglomerates
7. Strong hunting capabilities to tap into large growth potential
8. Responsibility for retaining very large business
9. High cross-BU and Engineering & Manufacturing sector knowledge ensures in-depth understanding of customer logistics requirements
10. Strong leadership

Additional requirements for *** with direct reports:
Ability to effectively manage and lead a team of direct reports

Language Requirement:
1. Excellent business English, written and oral
2. Excellent Mandarin language skills required, native preferred

客户解决方案与创新部（CSI）是DHL的一个跨业务单元的创新部门。我们负责管理DHL***且在战略上最重要的客户。在竞争激烈的市场中，客户解决方案与创新部与我们各业务单元的同事合作，提供超出客户预期的价值，与客户的关键决策者建立更紧密的联系。我们专注于了解客户的业务以及所在行业面临的挑战，并运用经实践验证的DHL解决方案。

职位目的：
通过建立牢固的客户关系、跨业务单元的客户管理、行业方法以及创新来创造客户价值，从而推动DHL实现持续的盈利性增长。所负责的客户即使在客户解决方案与创新部的客户中也被视为具有高度战略重要性。

职责：

A. 售前阶段

战略客户规划
1. 推动客户发展计划的制定，确保业务部门签字认可，在DHL内部获得支持，并跟进客户发展计划的执行情况
2. 识别长期前景、能改变局面的举措、创新以及电子商务议程
3. 从内部和外部渠道收集信息，以了解客户情况（例如，客户战略、运营和采购文化、供应链图谱，包括运营方面的信息、规格要求、现有供应商、合同等）
4. 与全球决策者进行战略性客户对话，以确定客户的业务目标以及供应链需求和挑战

客户关系发展
1. 识别客户的关键联系人，并建立 / 维护关系。确保业务契合度。
2. 在客户组织中发展指导网络（尤其是在高管层面），以推动DHL的议程
3. 使客户和DHL的议程保持一致：在市场机会出现之前，尽早将未来趋势和客户战略传达给业务部门
4. 与内外部的高级管理人员沟通，确保高层之间的对话

机会 / 项目渠道开发
1. 在全球范围内识别、评估和开发新的 / 增长型 / 客户留存型 / 战略性机会
2. 通过将客户需求和业务趋势转化为潜在解决方案来创造未来机会
3. 推动盈利性业务的续约
4. 确认与客户的业务契合度
5. 与DHL相关人员一起支持或进行机会评估，并从业务部门获得关于这些机会是否推进的决定
6. 管理所有地区的机会项目渠道，以实现收入 / 业务量 / 毛利润目标
7. 在争取机会的过程中支持客户团队成员

B. 销售阶段

交易筹备
1. 收集客户需求，并将其传达给客户解决方案与创新部商业运营团队和业务部门团队
2. 确定制胜策略和定价策略
3. 领导客户解决方案与创新部和业务部门的虚拟团队制定方案，并确保考虑到客户需求
4. 对解决方案和价格进行尽职调查
5. 制定提案，确保业务契合度和解决方案契合度

达成交易
1. 展示提案、业务契合度和解决方案契合度
2. 调整提案并获得对变更的批准
3. 确保客户、DHL各国家 / 地区以及客户解决方案与创新部内部对服务期望和解决方案有共同的理解
4. 协调并积极参与谈判，获得决策者的承诺并达成交易
5. 为合同提供意见，并确保在交易开始前按照客户解决方案与创新部和部门的合同审批流程 / 指导方针签署合同
6. 获得决策者的承诺
7. 在达成交易的过程中支持客户团队成员

实施交易
1. 代表客户并管理客户期望、范围变更、审批流程和交易启动
2. 共同支持并监督单个业务部门的实施情况

C. 售后阶段

服务交付与绩效管理
1. 如有必要，提升服务质量问题的处理级别

客户维护
1. 协调与客户的沟通，包括合同和条款与条件的变更
2. 作为客户的主要联系人。将沟通内容传达给客户团队和敦豪内部职能部门
3. 分别在运营层面和战略层面进行全球和区域的季度回顾会议（QRR）和季度业务回顾会议（QBR），目标是通过所有会议深化关系
4. 推动所负责客户参与客户满意度调查（CSS）的提名、参与并跟进调查结果
5. 与应收账款团队合作，并根据需要向客户提出问题
6. 确保完成客户状态更新（CSU），跟进问题并在必要时进行协调处理

D. 团队领导

托管客户：
1. 领导一支由区域客户总监（RCD）组成的团队，并协调部门客户团队（例如每月团队电话会议）
2. 审核团队成员的工作成果，确保符合质量和商业标准
3. 定期对区域客户总监进行绩效评估，并确保其遵守商定的关键绩效指标（KPI）、重要关键目标（IKO）和标准（仅适用于有直接下属的全球客户总监（***））
4. 评估个人发展需求并支持采取相应措施来满足这些需求（例如培训）（仅适用于有直接下属的全球客户总监（***））

协调客户：
1. 协调部门重点客户经理组成的虚拟团队
2. 在核心活动方面指导和支持团队成员。审核团队成员的工作成果，确保符合质量和商业标准
3. 根据跨部门增长目标监控销售业绩，并处理未达目标的领域

协调客户的注意事项：
全球客户总监（***）对于其不在所在地区的单个业务部门机会不负责牵头

职位要求：

工作经验：
1. 需要在物流行业，工程与制造业物流部门或者客户领域拥有 10 至 15 年的工作经验
2. 需要有 3 至 5 年的商务经验
3. 至少有 3 至 5 年在国际环境下的咨询式销售经验

教育 / 资格 / 认证要求：
1. 本科学历
2. 对工程与制造的整个供应链有深入了解
3. 愿意经常进行国际出差
4. 具备出色的分析和解决问题的能力
5. 具备出色的书面和口头沟通能力；能够与客户以及内部人员进行有效沟通以获得所需支持
6. 具备高效的演示和引导能力
7. 工作方法有条理
8. 熟练使用计算机和微软办公软件
9. 具有国际视野和文化敏感度
10. 能够独立工作并在团队中合作以取得成果
11. 具备在没有正式职权的情况下领导和影响他人的能力
12. 能够在不断变化和不确定的条件下适应并开展工作
13. 能够在敦豪的非正式矩阵结构中领导和影响他人

负责高度战略性客户解决方案与创新部客户的全球客户总监（***）职位的额外工作要求：
1. 具备建立和管理强大的利益相关者关系的能力（从基层员工到高管层面；包括内部、跨业务部门和外部）
2. 与中国企业有丰富的客户合作经验
3. 与客户进行战略性合作，为跨业务部门解决方案、全球客户总监职责和创新议程创造机会
4. 有强烈的意愿制定 / 提出针对客户的定制解决方案和发展计划
5. 具备出色的协调能力，以确保与所有相关利益相关者共同实施
6. 有能力推动跨复杂多行业企业集团的业务增长
7. 具备强大的业务拓展能力，能够挖掘巨大的增长潜力
8. 负责保留非常大型的业务
9. 深厚的跨业务部门和工程与制造行业知识，确保对客户物流需求有深入理解
10. 具备较强的领导能力

有直接下属的全球客户总监（***）的额外要求：
1. 能够有效地管理和领导一支直接下属团队

语言要求：
1. 出色的商务英语书面和口头能力
2. 具备出色的普通话能力，母语水平者优先