Key Account Manager

Responsibilities

• Act as the focal point between customer, operations and the wider DSC business
• Main point of contact for customers on topics of strategic and tactical relevance, especially for commercial and important operations matters
• Balance needs of the customer with needs of our operations by facilitating mutual solutions
• Manage and resolve potential resulting concerns from the customer
• Champion the overall Customer Centricity agenda to drive actions that go beyond just responding to customer satisfaction scores and measurements
• Drive Net Growth with existing customer
• Build extensive coach network in customer’s organization, gain access to decision makers and spread the word on the value we have delivered
• Be familiar with the commercial agreement and fully understand DSC’s and customer’s duties & rights. Lead related commercial negotiations based on internally aligned positions
• Diligently coordinate DSC internal commercial process related to his/her accounts, Ensures timely and accurate data entry into systems and tools required for above processes, e.g., Salesforce.com
• Work closely with operations to track performance and escalate when customer satisfaction is at risk
• Ensure the delivery of an exceptional customer experience by implementing and overseeing CXM strategies
• Lead and participate in Management Business Reviews (MBR) and Quarterly Business Reviews (QBR) to ensure strategic alignment and continuous improvement.

Requirements

• Minimum 5-8 years of Contract Logistics experience preferred but not mandatory
• Commercial acumen and experience in a client-facing role
• Ability to identify and understand a stakeholder or customer's situation, feelings and motivation
• Ability to stand one's ground when dealing with tough/highly demanding stakeholders
• Exceptional communication, facilitation and presentation skills at all levels
• Operational/Solution Design/Consulting experience that involved facing customers is an added advantage
• Willingness to learn about Operations in Contract Logistics if unexperienced

At DHL Supply Chain we take pride in our commitment to fostering a workplace that celebrates diversity and promotes inclusion for all. We believe that the diverse backgrounds, perspectives, and experiences of our employees are integral to our success. Our inclusive culture is built on the principles of equality, respect, and belonging, where every team member is valued and empowered.
We actively encourage individuals from all walks of life, regardless of age, race, gender, sexual orientation, religion, nationality, disability, or any other characteristic, to apply for positions with us. We are dedicated to providing equal opportunities, removing barriers, and creating an environment where everyone feels they truly belong.