Business Customer Development Manager - Returns

Role Title:

Manager Business Customer Development

Reports to:
Director Business Development

Role Purpose / Position Summary

• Manage customer relationships for profitability and growth.
• Develop new business opportunities outside of existing customer base while maintaining existing customer base.
• Define and develop new service capabilities that extend the reach of DHL Supply Chains core value proposition.
• Ensure that profit goals are met.
• Act as the primary customer contact relating to relationship development, commercial agreements, growth potential and account strategy for a specific customer base.

Key Accountabilities / Primary Duties & Responsibilities
? Account Management- Strategic approach including customer and process elements
? Network Management- Internal and External, Network and Industry events to build pipeline and opportunities
? Margin performance vs. pro-forma income statements
? Pipeline goals ; including gross revenue in pipeline, growth against target and business close ratio
? Deliver against revenue and gross profit targets

Detailed list of duties might include but is not limited to:
Customer
Develop and strengthen customer relationships
Drive profitable account growth (partner with global where appropriate)
Research and develop relationships with new potential accounts
Create and execute account strategies (including an account communication plans)
Customer Experience Management (CXM)- Facilitate customer survey responses from identified customers and communicate results
In conjunction with the Operations Process Leader communicate action, results and initiatives to appropriate parties
Negotiate and execute new commercial agreements and changes to existing agreements resulting from new business opportunities, renewals and other changes
Process

• Sales Opportunity to Operational Delivery (O2D) awareness, understanding and execution of elements involved
• Interact with appropriate parties to ensure the completion of customer related project and action plans
• Ensure the transfer of best practices between customer accounts when appropriate
• Participate in budget process to ensure operational site alignment with account strategy
• Ensure familiarity with all solution sets and the delivery of growth with relation to the specific solution sets
• Ensure understanding of significant site performance constraints, vacancies or increased capacities
• Update Salesforce.com/internal reports as required by respective manager (i.e. pipeline, account plan, etc.)

Decision Making Authority:
- Authority to select profitable business ventures for pursuit, to schedule business engagements and travel, to engage additional company resources in the pursuit of business, to negotiate business terms within the context of contract templates, as needed management of startup resources.

Key Relationships (External & Internal)
Internal (Including other account teams)
VP Operations
VP Business Development
Director of Business Development
Regional Operations Director
Operations Process Leader
Other Account Manager
General Managers
Finance Partner
Contract Administration
Other Functional Managers
Project Management
External
Customer Representatives
Strategic Partners
Consignees
Industry Organizations

Focus
Internal
Development /understanding and execution (when appropriate) of strategy / annual plans (budget, operational performance, customer plans, workshops, etc.)
Communications (account status updates, metrics, projects, etc.)
Co-ordination of functional activities
Resource management
External
Contract terms and service performance
Execution of strategy and customer plans
Customer / Consignee visits consultancy
Quarterly Business Reviews
Annual Top to Top Reviews

Performance Indicators
Revenue and gross profit vs. budget
Customer satisfaction
Pipeline performance indicators (gross revenue, close ratio)
New revenue and profit amounts against performance goals
Achievement of objectives outlined in the account plan / strategy
Creativity in customer problem resolution, and internal/external relationship management
Adherence to company-wide customer relationship management processes

Minimum Education
- Bachelors degree: Essential
- MBA: Desirable

Minimum Experience (indicate depth & breadth)
- 3+ years logistics industry experience
- 3+ years consultative sales/business development experience
- 3+ years P&L/service responsibility
- 3+ years dedicated / shared delivery experience

Minimum Knowledge/Skills / Abilities

• Project Management
• Communication Skills
• Objective Setting
• Contract Administration
• Presentation Skills (verbal and visual)
• Time Management
• Negotiating Skills - desirable
• Relationship Skills
• Resource Management
• P/ L Management - desirable
• Metric Development - desirable
• Consultative business skills - desirable
• Analytical
• Technical writing skills

Competencies Required
Business Acumen
Commitment to Excel
Customer Orientation
Building & Managing Partnerships
Cross Border Thinking
Constructive Challenge

Travel Requirements
Frequent (> 25%) National Travel
Infrequent International Travel