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

In the respective Region, the Regional Customer Director (RCD) supports the Global Customer Director (***):

Strategic account planning
1. Provide input to Customer Development Plan, ensure buy-in within DHL for own region, and execute regional actions
2. dentify long run prospects, game changing initiatives, innovation and eCommerce agenda in respective region
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 regional 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 in the respective region
2 .Develop coach networks and network with decision makers in the region to drive DHL agenda within the customer
3. Align customer and DHL agenda: early communication of future trends and customer strategies to the BUs before the opportunities come to market

Opportunity/pipeline development
1.Identify, assess and develop new/growth/retention/ strategic opportunities regionally
2. Drive renewal of profitable business in the region
3. Confirm business fit with customer
4. Support or conduct opportunity assessment with relevant DHL counterparts and obtain go/no go decision from BU on these opportunities
5. Manage the regional pipeline to achieve revenue/volume/GP targets

B. SALES
In the respective Region, the RCD supports the *** for Global deals and leads Regional deals:

Preparing the Deal
1. Collect customer requirements and communicate these to CSI Commercial Operations and BU teams
2. Define win and pricing strategy
3. Work with CSI and BU virtual team and ensure customer requirements are considered in the offer
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


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
In the respective Region, the RCD supports the ***: Service delivery and performance management
Raise service quality escalation if required in the Region

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

Requirement for the Role:
Experience:
1. Requires 8-12 years of experience in the Logistics industry, Auto Mobility sector or Customer
2. Requires 3-5 years of commercial experience
3. Minimum 2-4 years of consultative selling experience in an international context
4. Minimum 2-4 years of Auto Mobility sector experience

Education/Qualification/Certification Requirements:
1. University degree
2. In depth knowledge of total supply chain of the Auto Mobility sector
3. Excellent analytical and problem solving skills
4. Excellent written and oral communication skills; towards customers as well as internal to get support required
5. Effective presentation and facilitation skills
6. Structured work approach
7. Computer and Microsoft Office proficiency
8. International exposure and cultural sensitivity
9. Ability to work independently and within a team to deliver results
10. Ability to lead and influence without formal authority
11. Ability to adapt and perform under changing and uncertain conditions
12. Capacity to drive business growth across complex multi-sector conglomerates
13. Strong hunting capabilities to tap into large growth potential
14. Responsibility for retaining very large business
15. Ability to influence in an informal DHL matrix structure

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. 售前工作
在各自区域内，区域客户总监（RCD）对全球客户总监（***）提供以下支持：

战略客户规划
1.为客户发展计划提供意见，确保DHL内部在本区域内达成共识，并执行区域内的相关行动
2. 在各自区域内识别长期发展前景、具有变革性的举措、创新项目以及电子商务相关议程
3. 从内部和外部渠道收集情报，以了解客户情况（例如：战略、运营和采购文化、供应链图谱，包括运营方面的情报、规格要求、现有供应商、合同等）
4. 与区域内的决策者进行战略性客户对话，以确定客户的业务目标、供应链要求以及面临的挑战

客户关系发展
1. 识别客户的关键联系人，并建立和维护关系。确保在各自区域内业务契合客户需求
2. 发展并培训关系网络，并与区域内的决策者建立联系，以便在客户内部推动DHL的相关议程
3. 协调客户与DHL的议程：在市场机会出现之前，提前向各业务部门传达未来趋势和客户战略

机会 / 业务储备开发
1. 在区域内识别、评估并开发新的 / 增长型 / 留存型 / 战略性机会
2. 推动本区域内盈利性业务的续约
3. 确认业务与客户的契合度
4. 确认与客户的业务契合度
5. 与DHL的相关人员协作或自行进行机会评估，并从业务部门获取针对这些机会的 “可行 / 不可行” 决策
6. 管理区域内的业务储备，以实现收入 / 业务量 / 毛利润目标

B. 销售阶段
在各自区域内，区域客户总监（RCD）就全球性业务交易对全球客户总监（***）提供支持，并主导区域性业务交易：

交易筹备
1. 收集客户需求，并将这些需求传达给客户解决方案与创新部的商业运营团队以及业务部门团队
2. 制定制胜策略和定价策略
3. 与客户解决方案与创新部以及业务部门的虚拟团队合作，确保在报价中考虑到客户需求
4. 对解决方案和价格进行尽职调查
5. 制定方案，确保业务契合度和解决方案契合度

达成交易
1. 展示方案、业务契合度和解决方案契合度
2. 根据情况调整方案，并就变更内容获得批准
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达成共识
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以及部门的合同审批流程 / 准则签署合同
6. 获得决策者的承诺

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. 共同支持并监督单一业务部门的实施工作

C. 售后阶段
在各自区域内，区域客户总监（RCD）对全球客户总监（***）提供以下支持：服务交付与绩效管理
若本区域内有需要，提出服务质量方面的逐级上报事宜

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. 作为各自区域内客户的主要联系人，将沟通内容传达给业务部门的客户管理团队以及DHL在该区域内的

内部职能部门
1. 分别在运营层面和战略层面开展区域季度回顾会议（QRR）和季度业务回顾会议（QBR），目标是通过所有这些会议来深化客户关系。 为全球季度回顾会议 / 季度业务回顾会议提供意见。
2. 推动所负责区域内客户参与客户满意度调查（CSS）的提名、参与和后续跟进工作。
3. 与应收账款（AR）团队合作，根据需要在区域内就客户问题进行逐级上报。
4. 为客户状态更新（CSU）提供意见，跟进相关问题，并在区域内作为问题逐级上报的负责人。

职位要求：

工作经验：
1. 需要具备 8 至 12 年在物流行业，汽车物流部门或者客户领域的工作经验
2. 需要具备 3 至 5 年的商业工作经验
3. 至少有 2 至 4 年在国际环境下的咨询式销售工作经验
4. 至少有 2 至 4 年在汽车领域的工作经验

教育 / 资格 / 认证要求：
1. 大学本科学历
2. 对汽车出行领域的全供应链有深入了解
3. 具备出色的分析和解决问题的能力
4. 具备优秀的书面和口头沟通能力；既能与客户有效沟通，也能在内部获得所需的支持
5. 具备高效的演示和协调能力
6. 具备结构化的工作方法
7. 熟练使用计算机和微软办公软件
8. 具备国际视野和文化敏感度
9. 能够独立工作，也能在团队中共同努力达成成果
10. 具备在没有正式职权的情况下领导和影响他人的能力
11. 能够在不断变化和不确定的条件下适应并开展工作
12. 有能力推动跨复杂多行业企业集团的业务增长
13. 具备强大的业务拓展能力，能够挖掘巨大的增长潜力
14. 有责任维护大规模业务

语言要求：
1. 具备优秀的商务英语书面和口头表达能力
2. 具备优秀的普通话语言能力，母语水平者优先