Manager - Customer Development

About us

DHL Supply Chain India is a leading provider of integrated logistics solutions, specializing in warehousing, distribution, and supply chain management. With over 150+ facilities and 22,000+ employees nationwide, we excel in sectors like e-commerce, consumer goods, life sciences, and technology. Recognized as a Great Place to Work, we prioritize employee engagement and development. We are committed to a safe work environment, promoting Behaviour Based Safety (BBS) practices, injury prevention, and compliance with safety regulations, ensuring that safet y is everyone's responsibility. We embrace an equal opportunity workplace, fostering diversity and inclusion for all employees. Join us in shaping the future of logistics and discover limitless growth opportunities!

Responsibilities

Job Scope:
Drive net growth by winning additional and retaining existing business. Lead and manage all aspects of identified DSC strategic accounts, driving growth through new business acquisitions and ensuring compliance with legal requirements while enhancing customer satisfaction.

Key Responsibilities:

Growth

• Grow the business within current key strategic clients and increase share of wallet.
• Identify new business opportunities by mapping customer's supply chain and pursue opportunities accordingly. Create and Update Account Plans and ensure Customer Basics.
• Understand the key value offerings by DHL and AGS and increase business with customers across multiple product lines - warehousing, transportation, packaging, control tower, FTWZ, Returns, Service Logistics etc.
• Build extensive networks within customer organizations across hierarchy and functions to identify pain points and interventions and then pitch the best fit solutions and commercial models.
• Develop and present business cases that demonstrate strategic rationale, adherence to DHL's commercial expectations and accurate forecasts on revenue and profit from such opportunity

Retention

• Ensure renewal of business by adopting strategic approach of mutual value creation including automation, digitalisation and continuous improvement
• Adhere to contract compliance requirements by renewing contracts promptly before contract expires.
• Manage customer contract negotiations, scope creep and recovery of statutory and market driven cost increases.
• Facilitate regular leadership meetings with customers including QBRs and Growth Workshops to develop Joint Business Plans.
• Establish effective relationships with key decision-makers in target accounts.
• Measure and manage overall performance against pre-agreed metrics (KPIs).
• Support a high-performance service culture within the functional department.
• Manage invoicing process and collection from customer

Customer Experience

• Monitor operational performance to ensure service levels are met in line with contractual commitments.
• Nominate customers for CxM Surveys and ensure execution of actionables as per customer feedback to maintain high customer satisfaction.

Requirements

Experience:
Minimum 6 - 8 years experience within Logistics/3PL and/or supply chain with a significant focus on customer management and new business acquisitions.

Qualification: Graduate / Postgraduate from a recognized institution in supply chain or logistics.

Skills and Competencies:

• Excellent customer relationship and negotiation skills at all management levels.
• Effective stakeholder management across various internal functions like Operations, HR, RE, Finance & IT
• Adequate understanding of contracting principles and risk management.
• Strong ability to drive continuous improvement and performance management.
• Proficient in managing customer satisfaction and operational performance.
• Knowledge and experience in Fashion Retail, e-com, Consumer and Auto sector
• Knowledge of Power BI and strong excel skills
• Regular Travel within Greater Bangalore Area and occasional travel out of Bangalore will be required.
• Excellent Presentation & Storyboarding skills and ability engage with customers including their CXOs