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Job Purpose
To lead and manage all aspects of identified DSC strategic accounts . To lead the
continued growth of the strategic accounts through new business acquisitions. To
support the development of new business opportunities and to ensure that DSC is
capable of growing in scale and complexity to meet our customer’s requirements. To
deliver significant change management solutions, and ongoing change culture.
Responsible for assessing, clarifying and validating customer needs on a regular
basis.To ensure DSC complies with legal requirements for its operations.
Scope of Role
Meet/exceed target for New Business Revenue from Exisiting customers
Customer retention and deliver outstanding customer experiences.
Customer satisfaction and improve NPS
Implementation of best in class customer performance management with
customers and ensure value creation for customers,Service Level Performance
Review through structured MMR/QBR
Improve market penetration
Manage and deliver customer focused service
Ensure a high level of customer satisfaction
Maintain segment standards on profit margins and accounts receivables
Driving and improving performance of operation.
Key Tasks
Grow the business within current key strategic clients, new services for existing
clients and increase share of wallet
SPOC for customers on all strategic and tatical requirements.
Ensure service levels are met in line with contractual commitments
Drives Net growth by winning additional and retaining existing business and
diligently coordinates related processes (O2D)
Investigate and review key customers supply chain needs and identify where
DSC can best apply value
Builds extensive network within customers organization and demonstrates the
value we have delivered
Monitors operational performances and jumps in when customer satisfaction is at
risk; upholds communication matrix and escalates decisevely if required
Schedule, prepare and facilitate regular leadership meeting with customer
(QBR,QBP,TEM)
Establish effective relationships with key decision makers and influencers in
target accounts
Ontime Billing & DSO Management
Measure and manage the overall performance of all functional partners for
customers against pre-agree performance metrics (KPIs) through performance
reports provided by cross-functional partners.
Manages customer contract negotiations
Manages changing scope and project acceptance criteria.
Stakeholders
Develop teams in growing relationships with new business and Sector accounts
across the region
Collate and prepare regular regional and ad-hoc reports to/for the strategic
accounts
Coordinates regular interaction between DSC internal stakeholders (eg. Ops, IT,
OE, HR etc.) to drive continuous improvement.
Management Responsibility
Support a high-performance service culture within the functional department.
Ensure the team is structured to effectively deliver objectives of the business
plan and its regularly reviewed to maintain effectiveness.
Excellent customer relationship and negotiation skills at all management levels.
Qualifications
Education Level – Post graduate from recognized institution - supply chain or logistics.
Experience Level - Minimum 8-10 years’ experience within Logistics/3PL and/or supply chain with a significant focus and/or experience in customer management and new business acquisitions