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.
Requirements
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.
