Customer Development Manager- West

2 days ago

Mumbai, India DHL Supply Chain Full time

JOB PURPOSE

To lead and manage all aspects of identified DSC strategic accounts . To lead the continued growth of the strategic accounts through new business acquisitions. To support the development of new business opportunities and to ensure that DSC is capable of growing in scale and complexity to meet our customer’s requirements. To deliver significant change management solutions, and ongoing change culture. Responsible for assessing, clarifying and validating customer needs on a regular basis. To ensure DSC complies with legal requirements for its operations.


SCOPE OF JOB

  • Meet/exceed target for New Business Revenue from Existing customers Customer retention and deliver outstanding customer experiences.
  • Customer satisfaction and improve NPS
  • Implementation of best in class customer performance management with customers and ensure value creation for customers, Service Level Performance
  • Review through structured MMR/QBR
  • Improve market penetration.
  • Manage and deliver customer focused service
  • Ensure a high level of customer satisfaction
  • Maintain segment standards on profit margins and accounts receivables Driving and improving performance of operation.

KEY TASKS

  • Grow the business within current key strategic clients, new services for existing clients and increase share of wallet
  • SPOC for customers on all strategic and tactical requirements.
  • Ensure service levels are met in line with contractual commitments Drives Net growth by winning additional and retaining existing business and diligently coordinates related processes (O2D)
  • Investigate and review key customers supply chain needs and identify where DSC can best apply value
  • Builds extensive network within customers organization and demonstrates the value we have delivered
  • Monitors operational performances and jumps in when customer satisfaction is at risk; upholds communication matrix and escalates decisively if required Schedule, prepare and facilitate regular leadership meeting with customer (QBR,QBP,TEM)
  • Establish effective relationships with key decision makers and influencers in target accounts
  • Ontime Billing & DSO Management
  • Measure and manage the overall performance of all functional partners for customers against pre-agree performance metrics (KPIs) through performance reports provided by cross-functional partners. Manages customer contract negotiations.
  • Manages changing scope and project acceptance criteria.
  • Develop teams in growing relationships with new business and Sector accounts across the region
  • Collate and prepare regular regional and ad-hoc reports to/for the strategic accounts
  • Coordinates regular interaction between DSC internal stakeholders (eg. Ops, IT, OE, HR etc.) to drive continuous improvement.
  • Support a high-performance service culture within the functional department.
  • Ensure the team is structured to effectively deliver objectives of the business plan and its regularly reviewed to maintain effectiveness.
  • Excellent customer relationship and negotiation skills at all management levels.


Education Level – Post graduate from recognized institution - supply chain or logistics.

Experience Level - Minimum 8-10 years’ experience within Logistics/3PL and/or supply chain with a significant focus and/or experience in customer management and new business acquisitions.

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