Key Account Manager

at  DHL

TARGET AREA:

Goals and measurable outcomes for a Key Account Manager role:

• Support colleagues in identifying problems and work collaboratively to provide solutions:
• Number of successful collaborative problem-solving initiatives.
• Feedback from colleagues on the effectiveness of support provided.
• Build and maintain relationships with customer decision makers:
• Number of new relationships established with customer decision makers.
• Customer satisfaction ratings for relationship management.
• Identify growth opportunities with current key accounts and develop strategies to capitalize on them:
• Percentage increase in revenue from existing key accounts.
• Number of new business opportunities identified and converted within existing key accounts.
• Understand and know your customer, providing accurate financial and movement knowledge.
• Understand credit worthiness of each customer, fully investigating new customer queries.
• Upsell Gerlach products to existing businesses by understanding customer needs and presenting relevant solutions:
• Upselling revenue generated from existing businesses.
• Customer feedback on the relevance and effectiveness of upselling efforts
• Identify and sell Gerlach products to new businesses by prospecting and developing new leads:
• Number of new leads generated and converted into customers.
• Revenue generated from new business acquisitions.
• Maintain the key account pipeline through the departmental SharePoint system, ensuring accurate and up-to-date information:
• Accuracy and completeness of key account data in the SharePoint system.
• Timeliness of updating the pipeline with new information.
• Manage periodic customer meetings, both face-to-face and using digital opportunities, to discuss business reviews and address any concerns:
• Number of successful customer meetings conducted.
• Customer feedback on the quality and usefulness of the meetings.
• Ensure adherence to customer SLAs/KPIs and take necessary actions to meet or exceed them:
• Percentage of SLAs/KPIs met or exceeded.
• Customer feedback on the level of service provided.
• Oversee intelligence reporting using Sales 360 and other internally developed reporting tools to analyse customer trends, market insights, and sales performance:
• Timeliness and accuracy of intelligence reporting.
• Actionable insights derived from the analysis.
• Serve as a sound representation of Gerlach and DHL Group by demonstrating professionalism, knowledge, and expertise in all interactions with customers and colleagues:
• Customer feedback on the representation of Gerlach and DHL Group.
• Performance evaluation based on professionalism and expertise demonstrated.

JOB ROLE: KEY ACCOUNT MANAGER, CUSTOMER RELATIONSHIP TEAM

Country: UK
Division: DHL Freight UK
Scope: Commercial
Department: Customs
Reports to: Customer Relationship Manager
The role owner will have a focus on retention of key accounts and with a view to generating new business by way of relationship management and value-added upselling on existing accounts. In addition, there is also a requirement to bring in New Business from field sales opportunities.

GOAL OF THE ROLE:

Gain understanding of the key account activities by collaborating with the Customer Relationship Manager and Head of Commercial in reviewing the current pipeline and identifying new opportunities.

Goals and measurable outcomes for a Key Account Manager role:

• Support colleagues in identifying problems and work collaboratively to provide solutions:
• Number of successful collaborative problem-solving initiatives.
• Feedback from colleagues on the effectiveness of support provided.
• Build and maintain relationships with customer decision makers:
• Number of new relationships established with customer decision makers.
• Customer satisfaction ratings for relationship management.
• Identify growth opportunities with current key accounts and develop strategies to capitalize on them:
• Percentage increase in revenue from existing key accounts.
• Number of new business opportunities identified and converted within existing key accounts.
• Understand and know your customer, providing accurate financial and movement knowledge.
• Understand credit worthiness of each customer, fully investigating new customer queries.
• Upsell Gerlach products to existing businesses by understanding customer needs and presenting relevant solutions:
• Upselling revenue generated from existing businesses.
• Customer feedback on the relevance and effectiveness of upselling efforts
• Identify and sell Gerlach products to new businesses by prospecting and developing new leads:
• Number of new leads generated and converted into customers.
• Revenue generated from new business acquisitions.
• Maintain the key account pipeline through the departmental SharePoint system, ensuring accurate and up-to-date information:
• Accuracy and completeness of key account data in the SharePoint system.
• Timeliness of updating the pipeline with new information.
• Manage periodic customer meetings, both face-to-face and using digital opportunities, to discuss business reviews and address any concerns:
• Number of successful customer meetings conducted.
• Customer feedback on the quality and usefulness of the meetings.
• Ensure adherence to customer SLAs/KPIs and take necessary actions to meet or exceed them:
• Percentage of SLAs/KPIs met or exceeded.
• Customer feedback on the level of service provided.
• Oversee intelligence reporting using Sales 360 and other internally developed reporting tools to analyse customer trends, market insights, and sales performance:
• Timeliness and accuracy of intelligence reporting.
• Actionable insights derived from the analysis.
• Serve as a sound representation of Gerlach and DHL Group by demonstrating professionalism, knowledge, and expertise in all interactions with customers and colleagues:
• Customer feedback on the representation of Gerlach and DHL Group.
• Performance evaluation based on professionalism and expertise demonstrated