Key Account Manager - DHL Express

Title: Key Account Manager

Agreed Job Holder: TBA

Agreed Manager: Area Sales Manager

Department: Sales

Grade: TBA

Date: Jul 2024

1. JOB PURPOSE

To develop local Key Accounts and achieve revenue and profit contribution objectives from an assigned list of Key Regular Accounts in a designated Province area within the Kingdom of Saudi Arabia.

2. PRINCIPAL ACCOUNTABILITIES

• To develop and keep current an appropriate account strategy for each nominated customer. The strategy should include Provincial and Country level business plans that are aligned to the strategic direction the company is focussing on.

• Meets all targets and objectives with regard to these Key Accounts.

• To lead and manage the development of business acquisition projects and Value Added Services with nominated accounts ensuring targeted revenue and profitability levels in line with plans.

• To scope and present complex solutions to customers.

• To provide accurate information to the relevant internal parties for assessment and implementation of complex solutions.

• To lead and direct country resources to identify and develop logistics and air express opportunities with designated customers.

• To develop strategies service initiatives and contingency plans for the effective denial of competitor initiatives with the nominated customers to prevent split business and customer defection.

• To manage the development and delivery of services and solutions that provide consistency and reusability to enable customers to achieve corporate objectives and gain competitive advantage through the application of Air Express and supply chain solutions to their business.

• To fully understand the customers needs to ensure DHL is targeting the right type of business to achieve longterm profitability objectives.

• To ensure effective reporting of all activities of the Customers to the Area Sales Manager on a weekly monthly and Annual basis

• To identify establish and manage multitiered relationships across customer and DHL organisations to ensure a longterm business partnership and achievement of corporate goals.

• To lead and manage customer presentations and proposals ensuring there is a common understanding of service expectations and solutions both with the customer and DHL.

• Achieve agreed revenue and profit targets for both the set of nominated accounts

• Monitor financial health of accounts and take steps to assure profitability.

3. NATURE AND SCOPE

a) Context:

This role is positioned within the Filed Sales Group that is primarily responsible for the area of Business Development. Within Saudi Arabia the role leads to responsibility for many of the strategically important clients for DHL in KSA in terms of revenue profitability and recognition.

b) Reporting Relationships:

Area Sales Manager

c) Contacts:

Internal Relationships:

Services Manager

Customer Services Manager

KAD

Station Finance & Credit Control IT staff

Gateway Manager

d) Problem Solving:

• Ability to work independently meeting client expectations by providing solutions to all client transportation requirements.

• Likely to resolve issues independently at high levels with the management of respective advantage accounts

• The job demands that the individual be able to provide creative solutions of an operational and commercial nature to meet the frequent and everchanging demands of this sensitive client base.

e) Decision Making:

• The individual will be required to take responsibility for immediate decision making on issues to rectify service failures or deliver service enhancements.

• Financial Discounting levels are structured through the contracted tariffs. Decisionmaking outside these limits would be referred to line management.

f) Planning and Organisation:

• Maintaining correct ratio of call rates (50% existing clients 50% new business calls)

• Provision of daily weekly and monthly reporting in line with strict deadlines

• Timely and accurate input of data into management system (SAC)

• The job requires planning in order to strictly adhere to a structured format of journey planning.

• Continual compliances with ISO Quality procedures are a necessity in relation to contract preparation contract renegotiation and management of client house files.

g) Job Challenge:

• The greatest challenge within this role is the successful retention of the existing client base in a declining yield market. Successful completion of this challenge must be harnessed with the successful introduction of new and additional revenue streams within the client base from logistics solutions and ValueAdded Services.