This position is for our Consumer Sector.

Senior Director, Account Management (US-O)

Would you like to join the Logistics Company for the World? DHL Supply Chain is just that.

Become an essential part of everyday life, by contributing to an organization that is Connecting People and Improving Lives. If you have a passion for people, a desire to problem-solve, and eagerness to pursue continuous improvement opportunities… we look forward to exploring career possibilities with you!

Job Description

The Senior Director of Account Management builds and leads a high-performing team of Account Managers to enhance customer experience and improve retention. In close collaboration across the organization, this person will elevate standards for customer relationships to build loyalty and generate new business opportunities. Core responsibilities include, developing account managers, integrating customer-focused teams, and implementing best practices to create enduring customer partnerships. Instills a customer-centric culture across their department to continually improve customer outcomes and retention rates.

Responsibilities

• Leadership and development for the Account Managers through resource planning, budgeting, recruiting, training, performance reviews, and team building.
• Build AM capabilities to meet high standards of excellence, including formal training, sharing best practices, coaching on AM role expectations, and fostering a collaborative team culture.
• Leadership of (DSC commercial) business processes related to existing customers such as CXM, renewal planning, contract lifecycle compliance, etc. Ownership of where customer is on their journey with us.
• Championing of global / regional Account Management programs on country level, e.g., Customer BASICS
• Regular alignment with other closely related functional leaders such as Business Development, Operations, Solution Design, etc.
• Contributing to the country's business success through a highly relevant and effective Account Management function
• Customer Experience / driving positive change towards a customer centric organization
• Retention of existing business
• Representation of country on regional Account Management Leadership team
• Focus on developing AM team members versus personal management of individual accounts. (unless required to manage an account herself/ himself)
• Serves as the primary contact for the customer.

Required Education and Experience

• Bachelor’s degree, Master’s degree, or equivalent experience of eight (8) or more years
• Proven track record of working within a complex matrix environment and across various business units
• A proven track record of delivering on business objectives including transformational and change management programs
• Extensive knowledge of the contract logistics business
• Minimum five (5) years of Business leadership experience
• Operational, Solutions Design, and/or Consulting experience that involves facing customers
• Highly developed facilitation and influencing skills at all levels
• Experience of working in regional and country environments
• Experience of driving Innovation through the implementation of tools, templates, techniques, methodologies
• Exposure to working on large, complex projects or operations

Our Organization has a business casual environment and focuses on teamwork, associate development, training, and continuous improvement