Senior Manager, Key Account (KAM)

About DHL Supply Chain

DHL Supply Chain, part of the EUR 56.6bn DPDHL Group, is the world’s leading contract logistics provider. Combining value-added and management services with traditional fulfilment and distribution, our customized, integrated logistics solutions drive efficiency, improve quality and create competitive advantage.

DHL Supply Chain offers specialist, proven expertise within the Automotive, Consumer, Chemicals, Energy, Engineering & Manufacturing, Life Sciences & Healthcare, Retail and Technology sectors. As today’s global markets grow, our innovative logistics solutions are ready to help.

Key Accountabilities

- Champions the overall Customer Centricity agenda to drive actions that go beyond just responding to CXM

- Drives Net Growth by winning additional and retaining existing business from the customer; increasing our share of wallet

- Builds extensive coach network in customer’s organization, gains access to decision makers and spreads the word on the value we have delivered

- Trusts Operations to deliver the KPIs, but tracks performance and jumps in when customer satisfaction is at risk; escalates decisively if and when required

- Knows commercial agreement inside out and fully understands DSC’s and customer’s duties & rights. Leads related commercial negotiations (e.g., rate increase) based on internally aligned positions

- Diligently coordinates DSC internal commercial process related to his/her accounts, e.g., O2D, Renewals, BCA process, etc. - Ensures timely and accurate data entry into systems and tools required for above processes, e.g., Salesforce.com.

Towards Customer

- Is the customer’s main point of contact for topics of strategic and tactical relevance, especially for commercial, but also for important operations matters

- Manages customer relationship during operational crises and other escalations

- Establishes communication matrix with customer and upholds discipline to ensure clarity and effectiveness of communication

- Knows commercial agreement inside out and fully understands DSC’s and customer’s duties & rights. Leads related commercial negotiations (e.g., rate increase) based on internally aligned positions

- Ensures customer is billed accurately, completely, and on time for the consumed services; follows up with customer for outstanding payments

- Drives Net Growth by winning additional and retaining existing business from the customer; increase share of wallet

- Builds extensive coach network in customer’s organization, gains access to decision makers and spreads the word on the value we have delivered

- Excites customer for regular and numerous participation in the CXM survey and agrees mutual action plans that address their feedback

- Champions overall Customer Centricity agenda to drive actions that go beyond responding to CXM

- Schedules, prepares and conducts regular leadership meetings with customer (e.g., QBR/QBP)

- Introduces relevant innovation, products and capabilities to customer and builds commitment of customer to (co-)invest.

- Minimum 5 years experience as Key Account Management in Logistic / Supply Chain industry; OR act as Supply Chain Management/Logistics Management/Warehouse Management in multinational companies

- University degree or equivalent education

- Customer Leadership: Able to own the customer relationship, defend margin, and drive account growth.

- Hands-on understanding of warehouse-transport operations. Able to challenge Ops respectfully to protect margin & service quality.

- Skilled in negotiating renewals, scope increases, and rate adjustments.

- Can drive contract extensions, new service launches, and solution expansions, grow new business from existing accounts.

- Financial Acumen: Margin management, forecasting, contract modeling, and cost-to-serve understanding.

- Communication: Executive-level English + Vietnamese; strong deck writing and presentation.

- Tender & Pricing Strength: Experience with bids, change control, and commercial controls.

- Fluent in English