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Purpose of the position

The Global Account Director is an executive-level account management role that is responsible for managing, developing, and expanding business with one or more of DSV’s global clients across the whole DSV network. As such, the role requires high initiative and self-motivation whilst thriving on challenges. Defining a long-term growth plan and retention strategy being able to transfer value across all DSV’s operational offerings towards the customers supply chain. Critically, to be successful in this role, the candidate must be able to establish and maintain productive strategic relationships and be comfortable working at various levels with both internal and external stakeholders.

Key Tasks

Overview

• Manages Global Account(s) across the whole of DSV.
• Aligns strategic account development with Global Executive Sponsor and relevant stakeholders
• Maintains a high level of communications and transparency on customer activities throughout the DSV organisation while ensuring all stakeholders are informed according to current activity level, opportunities, and strategic development for future engagement
• Acting as ultimate escalation for customer, but dealing with potential agreement-impacted incidents rather than daily operational deviations
• Develops and drives a customer strategic account plan called ‘Know your customer’ to retain and grow customer revenues and relationships
• Actively drives innovations and continuous improvement process with the customer
• Stays informed on market trends and developments with their assigned accounts and within the logistics industry
• Use knowledge and specialists to create value added solutions for customers
• Actively searches and identifies opportunities within each customer’s account and engages colleagues and aligns with the businesses to further grow the account
• Define and agree goals and KPI’s for the logistics activities in accordance with the client’s requirements
• Demonstrates the necessary skills to negotiate for effective outcomes
• Contributes to the professionalism of the Global Commercial Organization and demonstrate examples of best practice to the wider team

Customer Engagement

• Personally, engage with all Country/Regional key decision makers of the Global Account
• Conduct and participate in quarterly business reviews with customer(s) to review metrics, discuss business opportunities and operational challenges which also requires the ability to travel.
• Drives direct customer contact while demonstrating both the business development skills and ‘technical’ knowledge to make presentations, and lead/initiate customer discussions
• Drive growth and relationship of the Global Accounts by ensuring appropriate collaboration and partnering internally and externally
• Strengthen the customer relationship by driving appropriate DSV and customer stakeholder engagement in the Region
• Focus on developing end-to-end and value-added solutions across all Divisions according to the strategic priorities defined in the ‘Know your customer’ strategic plan
• Understands customer value proposition, transfers this into DSV and its products

Engagement Planning

• Communicate account growth plan across the DSV Divisions and drive execution personally or through the involved teams where applicable
• Propose account targets for the Global Account per Product for the purpose of annual target setting
• Establish Global Executive Sponsor approach towards the customer to ensure customer relation on various levels

Review

• Host account review meetings with the relevant Teams and/or IV Lead
• Create and manages account pipeline (including RFQ’s), activities and performance using global standard reports and define corrective actions
• Review up-trading, down-trading, loss-making and newly gained trade lanes monthly and take corrective actions where applicable
• Ensuring Monthly, Quarterly and Yearly Business Review (Strategic Business Review) meetings take place, are well-prepared and all relevant stakeholders involved in a timely way
• Able to escalate any concerns and/or complaints of the Global Account to the appropriate parties

Processes, Risk & Compliance

• Driving contract negotiations to achieve best terms and conditions in accordance with company policy
• Ensure new global customer reporting standards are implemented and adhered to for all Global Account reports
• Maintains and updates all relevant data in MS Dynamics (Visit Reports, Meetings, Tender)

Skills & Competencies

• Team player with ability to work diversified cross-functional teams and all levels of management
• Capability to work under time and quota pressures
• Presentation and actively leading virtual online meetings and customer engagements
• Analytical mindset to optimise and keep the supply chain running in a world of change
• Accustomed to working in a fast-paced, dynamic environment
• Demonstrates commitment and results-orientation, strives to maximise account performance, and achieve growth targets
• Ready to travel regional and/or international
• Highly proficient in Microsoft® Office Software (Excel®, Word, PowerPoint® and others)
• Good knowledge of Customer Relationship Management (MS Dynamics) tools

Educational background / Work experience

• Strong sales experience in the freight forwarding/logistics industry required
• Strong knowledge of all products including supply chain solutions, freight forwarding (air, ocean, road) and contract logistics.
• Previous experience in managerial positions in an international environment