National Customer Manager - Mandrin at DHL

Role Context

• The National Customer Manager - Mandarin is responsible to drive business growth through identifying, developing and growing Nigerian billed Chinese customers in the country. He is focused on planning, organizing and developing strategies to generate new/additional Nigerian billed Chinese business that will maximize profit and grow market share. Through acquisition and development, the NCM ensures that DHL Express Nigeria becomes a trusted advisor and leader in supporting and facilitating customers business growth and expansion by shifting operations from China to Nigeria & vice versa.

Key responsibilities

• Conducting a detailed study and understanding of customers business, including shipping requirements and provide air express services to specifically identified customers
• Define objective and market studies to determine feasible approach to assess market potential
• Ensure new business development initiatives and maximize exposure for DHL amongst targeted prospects.
• Coordinate business development strategy and plans to achieve market and customer growth and retention rate
• Define business development strategy in line with financial and shipment targets, for medium to large business opportunities.
• Initiate, manage and collaborate with potential customers on current and future regional and country priorities such as SME360, NMTE, No Stone Unturned, PUYP and Vault.
• Lead, direct and control business development activities and initiatives across the country with significant impact on overall results.
• Serve as the primary contact/lead representing DHL Express to customers and facilitating coordination of efforts with other departments.
• Support customer growth strategies and contract negotiations from a Buyers Perspective.
• Ensure pricing strategy is consistent with the business objectives.
• Support local teams to develop leads, share insights, prepare proposals, support, negotiate and convert business.
• Conducting a detailed study and understanding of customers business, including shipping requirements and provide air express services to specifically identified customers.
• Define objective and market studies to determine feasible approach to assess market potential.
• Ensure new business development initiatives and maximize exposure for DHL amongst targeted prospects.
• Coordinate business development strategy and plans to achieve market and customer growth and retention rate.
• Draft business development plans, including account management approach and account plans for the country
• Define business development strategy in line with financial and shipment targets, for medium to large business opportunities
• Initiate, manage and collaborate with potential customers on current and future global and regional priorities such as SME360, NMTE, No Stone Unturned, PUYP and Vault.
• Lead, direct and control business development activities and initiatives across the Country with significant impact on overall results.
• Serve as the primary contact/lead representing DHL Express to customers and facilitating coordination of efforts with other departments.
• Support customer growth strategies and contract negotiations from a Buyers Perspective
• Ensure pricing strategy is consistent with the business objectives.
• Support local teams to develop leads, share insights, prepare proposals, support negotiate and convert business.
• Build relationships and co-ordination strategies with local teams and leaders of contributing functions such as Pricing, Business Intelligence, Finance, HR, Legal and Operations in order to acquire resources, that enhance working processes and create seamless sales and customer experience.
• Analyse key trends and developments impacting customer businesses and identify change needs that can be implemented to overcome or mitigate problems with broad-based solutions
• Steer systems for monitoring competitive activity and dissemination of information and best practices to relevant parties
• Negotiate and authorize agreements/ contracts, changing terms and conditions where required
• Develop and coach sales teams to enhance their performance with Nigerian billed Chinese customers
• Manage a portfolio of Chinese/Asia based companies in Nigeria through building a strong customer relationship to ensure that customers’ needs are recognized and met.
• Ensure measurement criteria/pipeline reporting are in place for the customers and prospects and ensure continuous measurement of performance in line with National and Global Business Directions.
• Ensure effective transfer of customers between the Relationship Business unit and other units (Direct and Tele-services) to help drive their continuous development, loyalty and to maximize the long-term benefits to DHL.
• Create an environment that generates a high level of motivation and team spirit in order to maximize available business opportunities and the full potential of people including Agents within the unit.

Minimum requirements:

Competency"

• Excellent communication, leadership and influencing skills (The ability to communicate confidently one-on-one, groups and top management internally and externally)
• Extended Network Knowledge
• Analytical ability to apply broad concepts to resolve customer problems.
• High caliber in Sales skills including SLNB and DWBP
• Able to drive car and willing to travel across the Country, Leadership, and Influencing skills.
• Extended DHL Network knowledge.
• Project Management, Presentation Skills, Contract Negotiation Skills, Metrix Analysis, CRM Conversant, Sales Forecasting, DHL Business Knowledge, Sales Processes Knowledge, Stakeholder Management, Influencing, Feedback, Facilitation and Relationship Building

Experience:

• Minimum 5 years’ commercial/ Sales management experience in DHL or 6-8 years’ experience in multinational service company.
• Fluent in English language
• Good knowledge of the global/local air express and/or freight forwarding business
• Extensive depth of expertise and knowledge in specialized areas
• Thorough understanding of the Commercial aspect of work manages
• Develop advance concepts