Key Account Manager(B2B)

Key Account Manager(B2B)

5-8 years
Not Specified

Job Description

We are currently seeking a
Key Account Manager (B2B)
to join DHL eCommerce Solution based in Puchong, Malaysia.
Key Account Manager(B2B)
will be responsible for leading the geographic business development of various industry segments by positioning DHL as a strategic business partner, and delivering agreed programs & revenue targets, through a team drawn from across the DHL eCommerce network.
Essential Duties and Responsibilities
Customers (external)

  • Identify, establish and manage multi-tier relationships across customer and DHL organizations to ensure a long-term business partnership and achievement of corporate goals

  • Build and maintain executive relationships within the designated Key Accounts (Local as well as Multi-National) customer accounts and Partners

  • Provide customer oriented service at all times relating to specific sales and customer expectation issue to reporting manager
  • Provide customer account revenue and activity reporting, as required by the Management team

  • Participate in and contribute to the development of strategies and approaches to maintain, protect, improve and grow account sales & portfolio

  • Align with and provide account strategy in line with country level business plans, ensuring profitable revenue growth

  • Provide country inputs to the development of account strategies

  • Implement agreed account sales and customer acquisition strategies set by the regional account team, ensuring targeted revenue and profitability levels are in line with agreed business plans

  • Drive sales improvement through regionally / Globally harmonized processes

  • Contribute to the regional bidding or RFQ process when requested


  • Develop a working relationship with the relevant support sections e.g. Operations, Customer Service, Program management, Customer Onboarding and global / regional Key account team, to ensure they are kept up to date with all issues relating to the key account Customer accounts

  • Represent the customer in the solution/service development process, ensuring clear communication of customer expectations and requirements

  • Work together to strategically improve the overall competitive advantage of the customer, and maximize the customer’s life time value to DHL

Sales/Customer Account Development – Planning and Follow Up

  • Formulate a personal sales plan that incorporates initiatives for identifying and gaining new business prospects and maximizes growth within the existing account base so that the required account sales results are achieved

  • Develop and implement a strategy to promote DHL programs and solutions to the assigned list of customer accounts

  • Implement global and regional account acquisition / development approaches and platforms

  • Display strong skills in global customer analysis to ensure that all customer requirements are being fulfilled

  • Manage and co-ordinate the agreed account initiatives, activities and programs to retain and grow ongoing revenue and profit contributions

  • Develop plans to deny competitor penetration into the accounts

  • Co-ordinate the development and delivery of services and solutions that provide consistency and reusability to enable customers to achieve their corporate objectives and gain competitive advantage through DHL

Margins/Profitability Assurance

  • Establish and implement a pricing review timetable that ensures improving margins from designated accounts

  • Adhere to regional standards on profit margins and discount guidelines

  • Ensure all customer agreements are cost sensitive to ensure a suggested minimum pricing tariff is set and adhered too. Any deviations from this tariff requires management agreement and justification

Desired Skills / Qualifications

  • 5 years corporate consultative / solution based sales experience in a service-related industry

  • Experience in managing and developing large & complex accounts / Experience in DHL network

  • Degree in Business (or related discipline)

About DHL

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