Key Account Manager

• Is the customer’s main point of contact for topics of strategic and tactical relevance, especially for commercial, but also for important operations matters
• Manages customer relationship during operational crises and other escalations
• Establishes communication matrix with customer and upholds discipline to ensure clarity and effectiveness of communication
• Knows commercial agreement inside out and fully understands DSC’s and customer’s duties & rights. Leads related commercial negotiations (e.g., rate increase) based on internally aligned positions
• Ensures customer is billed accurately, completely, and on time for the consumed services; follows up with customer for outstanding payments
• Drives Net Growth by winning additional and retaining existing business from the customer; increase share of wallet
• Builds extensive coach network in customer’s organization, gains access to decision makers and spreads the word on the value we have delivered
• Excites customer for regular and numerous participation in the CXM survey and agrees mutual action plans that address their feedback
• Champions overall Customer Centricity agenda to drive actions that go beyond responding to CXM
• Schedules, prepares and conducts regular leadership meetings with customer (e.g., QBR/QBP)
• Introduces relevant innovation, products and capabilities to customer and builds commitment of customer to (co-)invest.

• Champions the overall Customer Centricity agenda to drive actions that go beyond just responding to CXM
• Drives Net Growth by winning additional and retaining existing business from the customer; increasing our share of wallet
• Builds extensive coach network in customer’s organization, gains access to decision makers and spreads the word on the value we have delivered
• Trusts Operations to deliver the KPIs, but tracks performance and jumps in when customer satisfaction is at risk; escalates decisively if and when required
• Knows commercial agreement inside out and fully understands DSC’s and customer’s duties & rights. Leads related commercial negotiations (e.g., rate increase) based on internally aligned positions
• Diligently coordinates DSC internal commercial process related to his/her accounts, e.g., O2D, Renewals, BCA process, etc. Ensures timely and accurate data entry into systems and tools required for above processes, e.g., Salesforce.com.

• Minimum 5 years experience as Key Account Management in Logistic / Supply Chain industry; OR act as Supply Chain Management/Logistics Management/Warehouse Management in multinational companies
• Good commercial acumen
• Exceptional communication, facilitation and presentation skills at all levels
• Willingness to learn about Operations if unexperienced in that area
• Fluent in English
• University degree or equivalent education

DHL