Regional Customer Director, Technology

Role overview

This position is responsible for steering customer engagement across a designated portfolio, growing strategic accounts, and supporting profitable expansion in line with business goals and the regional market environment. The role also contributes to global and regional sector programs while coordinating a clear account development roadmap with both internal teams and external partners.

Customer management and growth

• Build and maintain strong relationships with customers in the assigned portfolio by staying up to date on their business priorities and regional requirements.
• Manage the portfolio to deliver profitable growth and identify opportunities to expand existing business.
• Win new business from prospective target customers.
• Ensure services and solutions are delivered within budget, quality expectations, and agreed service levels.
• Support the creation of new offerings and value-led initiatives that respond to changing customer needs.
• Handle customer questions and complaints quickly and effectively.
• Develop customer profiles and assess their needs.
• Lead annual, quarterly, and monthly business review meetings with customers.

Internal coordination

• Create customer account plans and win plans that can be adjusted to business objectives and customer priorities.
• Work with Product, Key Account Management, and Bid Management teams in the region to align account strategies for RFIs and RFQs.
• Share insights on customer buying patterns and competitor activity with relevant internal stakeholders.

Stakeholder engagement

• Develop and manage relationships with customer stakeholders such as decision-makers, coaches, gatekeepers, influencers, and other relevant contacts.
• Partner with other DHL divisions to design end-to-end supply chain solutions and strengthen cross-business cooperation.
• Coordinate closely with countries and internal functions including Products, CDZ, IP, OMS, Finance, First Choice, BPO, IT, and IMPAT to support customer satisfaction and smooth service delivery.
• Coach and collaborate with virtual teams including KAMs, OKAMs, and PMs.
• Hold regular alignment and performance discussions with Country KAMs and OKAMs/PMs.

Sales and business development

• Meet with current and prospective customers, conduct sales visits, and present company capabilities, value propositions, and fit for business needs.
• Identify leads and develop new sales opportunities.
• Carry out market profiling, customer research, competitor analysis, and market intelligence work to surface opportunities and risks.
• Shape pricing approaches that support profitable growth and volume growth.
• Design supply chain management solutions that match customer expectations.
• Develop customer development plans and win plans in coordination with regional and country stakeholders, including Product and Key Account Managers, for RFQs, tenders, and bids.
• Promote proactive, buyer-focused selling.

Business performance

• Lead monthly, quarterly, and annual reviews with customers.
• Own customer targets and KPIs, and review performance together with Product teams.
• Drive continuous improvement and value-creation initiatives for customers.

Experience and qualification requirements

• A bachelor’s degree or an equivalent qualification is required.
• At least 10 years of experience in freight forwarding and logistics is required.
• At least 5 years of experience managing major key accounts at regional or global level is required.
• Background in the Technology sector, especially semiconductor and data center logistics, is a strong advantage.
• Mandarin proficiency will be viewed favourably.