Senior Manager, Client Support Services, Service Logistics, APAC

Business Performance Support & Business Lead Generation

• Drive business growth by identifying upselling, cross-selling, and new business opportunities across existing customer portfolios.
• Partner with Account Managers to support commercial planning, profitability improvement, forecasting, and revenue optimization initiatives.
• Facilitate the development of integrated, multi-country customer solutions during the pre-sales and solutioning phases.
• Support working capital improvement efforts through effective account and receivables management.
• Monitor and improve Days Sales Outstanding (DSO) through proactive commercial and customer engagement activities.

Customer Relationship Management

• Serve as the primary regional point of contact for assigned Service Logistics customers.
• Build and maintain strong customer relationships through regular engagement, business reviews, and strategic account discussions.
• Align customer business objectives with DHL's capabilities and growth strategies to strengthen long-term partnerships.
• Collaborate with Account Managers to develop and execute account plans that drive retention, growth, and customer satisfaction.

Performance Management

• Partner with country and regional operations teams to align service delivery performance with customer expectations and business objectives.
• Drive operational governance, service quality, and performance consistency across the regional network.
• Manage change requests, customer escalations, and resolution plans to ensure effective scope management, customer satisfaction, and commercial recovery where applicable.
• Lead account governance forums and promote collaboration across countries to drive operational excellence and knowledge sharing.

Transformation, Innovation & Continuous Improvement

• Lead continuous improvement initiatives across operations, systems, processes, and financial performance in partnership with Network Operations teams.
• Drive the adoption of best practices, process standardization, and scalable operating models across countries and accounts.
• Leverage digital solutions, automation, and data-driven insights to enhance customer experience, operational efficiency, and account profitability.
• Monitor and deliver productivity improvements and cost-saving initiatives across the customer portfolio.

Account Management

• Drive retention, growth, and share-of-wallet expansion across strategic regional accounts.
• Maintain overall commercial ownership of assigned accounts, including regional prop osals, renewals, change requests, and account growth initiatives.
• Develop and execute proactive account strategies that protect and enhance profitability while supporting customer and business objectives.
• Continuously assess customer business needs, identify emerging opportunities, and expand DHL's footprint across the customer organization.
• Develop and execute proactive retention and growth strategies that protect and enhance account profitability while aligning with customer objectives and key business priorities.