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Job Title
Department
Agreed Job Holder
Agreed Manager
Date
National Customer Manager
Sales
Area Sales Manager
- JOB PURPOSE
The job holder is responsible for developing and achieving revenue and profit contribution objectives from a group of customers. The Sales Representative must ensure that he receives the highest levels of service from the Network, use a consultative selling approach, and follow the DHL Global Sales Process.
- PRINCIPAL ACCOUNTABILITIES
· Gain new business across the entire product portfolio through negotiation at the appropriate level within existing and potential customers organizational structures. Effective use of company resources including, department heads and area / regional resources to achieve objectives. Apply externally negotiated arrangements as advised.
· To maintain existing customers of DHL, maximizing loyalty, and ensuring service standards are exceeded at all times. Aim is to build partnership relationships with strategic customers, ensuring that contacts at various levels are nurtured. All service failures must be followed up with visits, with communication to the Customer Service / Channel Manager through to resolution.
· To ensure regular visits to major competitor customers are undertaken ensuring that DHL is well placed to take on the business should a change in circumstances (service / pricing / opportunity) permit this. Ensure that intelligence data regarding these accounts is recorded in the Countrys database.
· Meet or exceed all targets and objectives allocated to his portfolio.
· Lead and manage the development of business acquisition projects, customer supply chains and value added services with nominated accounts ensuring targeted revenue and profitability levels in line with plans.
· Lead and direct country resources to identify service opportunities across the entire product portfolio.
· Develop strategies, service initiatives and contingency plans for the effective denial of competitor initiatives with the nominated customers to prevent split business and customer defection.
· Manage the development and delivery of services and solutions that provide consistency and re-usability to enable customers to achieve corporate objectives and gain competitive advantage through the application of Supply Chain Solutions to their business.
· Manage the effective segmentation of each customer to fully understand the customers needs and to ensure DHL is targeting the right type of business to achieve long-term profitability objectives.
· Build and understand market share in industry segment responsible for by product.
· Identify, establish and manage multi-tiered relationships across customer and DHL organisations to ensure a long-term business partnership and achievement of corporate goals.
· Lead and manage customer presentations and proposals, ensuring there is a common understanding of service expectations and solutions, both with the customer and DHL.
· To ensure that account customers meet DHL's corporate payment terms and conditions. Achieve and maintain company DSO target. Recommend account closure for bad debtors where appropriate.
- NATURE AND SCOPE
a) Context:
The National Customer Manager is responsible for the profitable growth and development of the allocated customers. This requires a detailed study and understanding of these customers shipping requirements in order to provide customised time and day definite services, encompassing logistics and distribution services.
The National Customer Manager is responsible for managing the assigned customer base in order to maintain and grow the DHL market leadership position and achieve individual targets while meeting key customer needs.
b) Reporting Relationships:
This position reports to the Area Sales Manager.
c) Contacts :
Internal
· SA Channel members
· SA Sales Team
· SA Management Team
· SA Services and Finance Teams
c) Problem Solving:
This position will be the prime customer contact whenever DHL business is at risk due to issues such as competitive actions, dissatisfaction with DHL service etc. The job holder will have to resolve those problems in the most efficient way in order to retain the customers.
d) Decision Making :
The job holder will have to make decisions during negotiations with customers related to volume and discount levels as well as additional services offered. The Business Development Manager will propose discount agreements to the Commercial Director for approval.
e) Planning and Organisation:
The job holder has to establish actionable sales plans for managing prospects and existing customers. He/she will have to plan and organize himself in the most effective way and effective pipeline, route planning and call cycle, thereby covering the assigned clientele base. The job holder will have to organize time effectively to reach agreed revenue and profitability targets as well as the agreed commercial productivity standards.
f) Job Challenge:
The key challenge of this job is an effective self-management and other resources to deliver the agreed levels of revenue and profit in the assigned industry, whilst meeting key customer needs. He/she deals with a wide range of nationalities inside and outside the company and is required to understand the cultural differences that may exist. Thus, being an advocate for the Relationship Channel within DHL and being the advocate for DHL to the customer.
- DIMENSIONS
Approximate revenue responsibility 4.5 million (EUR)
Account base Approximate 45 Customers
- KNOWLEDGE, SKILLS AND EXPERIENCE
§ Minimum 4 - 5 years sales experience preferably in commercial logistics or supply chain management.
§ Commercially orientated
§ Proven high performance of managing multinational, complex logistics accounts in a service industry would be an advantage.
§ Computer literate
§ A proven track record in over achievement of objectives
§ Strong numeracy and presentation skills
§ Excellent planning, organising and time management skills
§ Ability to manage / lead.
§ Relationship building and proven strong negotiation skills
§ Ability to influence internally and externally
§ Excellent communication and analytical skills
§ Customer focus (Internal & External)
§ Personal Motivation and drive
§ Account Management ability
