• Customer acquisition and business development strategies to maximize TDI volume and market share growth, specially the SME market. Lead management process in place to ensure sufficient amount of suspects customers fed into the sales channels pipeline.
• Comprehensive channel strategy to efficiently cover the market making it attractive and easy for customers to do business with DHL, including Cash (own stores & partnerships), Direct (Multichannel, Telesales), Field Sales, National Sales.
• Plan to develop strong channel partnerships to increase our market reach and reduce our cost to serve cash customers.
• Maximizing the use of global sales teams to grow strategic accounts +2-3 pts ahead of business.
• Developing a comprehensive approach to key industries/sectors for the country (i.e. mining, O&G, LSH, Government, etc) to grow +2-3 pts ahead of business.
• Implementing loyalty strategies to retain existing customers, including: customers assigned to the right channel, defining effective and efficient loyalty promotions/sponsorships/events, acting on downtraders and lost customers, multichannel & email contact strategy, onboarding process and sales contact tool in place.
• Support development and ensure implementation of the Pricing strategy.
• Public relations strategy to ensure customers, the media, opinion formers and government acknowledge DHL as the industry leader.
• Develop Customer Service as a market differentiator vs. competitors.
• Effectively deploy and communicate strategy across the organization
• Direct the development of DHL's services through the identification of unfulfilled market opportunities and development of innovative programmes, which differentiate DHL from its competitors.
• Sales Process: Drives adoption and compliance to the Global Sales process. Identifies the grassroots issues and opportunities have a methodical approach for improvement.
• Productivity: Prioritise and manage the allocation of appropriate resources to efficiently and effectively achieve objectives and targets. Direct sales time to focus on the highest value activities.
• Sales Tools: Drive adoption of commercial tools available to expedite rep activities, increase customer loyalty and achieve results. Sales tools: i.e. COMET, Just Sell, SMS, GSI, i-present. Management Tools: i.e. GSIP Diagnostic Tool, Sparkle. Customer Tools: ecommerce tools (emailship, Webship, Easyship, IEO, Proview). Have enough understanding of tools to be able to coach.
• Internal Alignment: Ensure compliance with global/regional sales and MK strategy, processes and tools to assure a consistent customer experience across markets and allow our customers to say we are easy to buy from and our sales people to say we are easy to sell for.
• Culture: Effectively leads and develops a high performance commercial organization that achieves outstanding results. Enables a positive culture that maximizes the potential of our people, the professionalism and effectiveness of the team is recognized widely by the entire company.
• Structure/Role Design: Structure & roles to follow global/regional footprint. Strive to always have the right person to the right role.
• Recruiting: Employs stellar commercial people by aggressively applying screens that determine whether candidates display the required skills for the role.
• Training: Assures the right training based on individually assessed skill gaps vs. global sales, marketing and customer service standards. Assures an effective onboarding training program for new hire’s.
• Performance Management: Frequently monitors individual and group performance against KPIs. Use the performance management system to ensure adoption of behaviours that drive star performance, meaningfully differentiating average and high performers.
• Coaching: Coaches the replicable behaviours that drive business results. Drives a culture of coaching within commercial/sales managers. Walks the talk, coaching based on example.
• Leadership Development: Recruits, develops and retains outstanding sales, CS and marketing managers who enable their teams to achieve and exceed results through effective coaching and inspiring leadership.
• Succession Planning/Retention: Retains and develop high performance individuals, differentiating between excellence in current role vs. future potential. Creates succession plans that ensures business continuity and allows talent to stretch into the roles above them.
• Goal Setting: Set challenging yet fair and achievable goals (IKOs/KPIs) with team members in line with country, regional and global targets.
• Business Metrics: Identifies key drivers that drive long term business success and measures actions in terms of their contribution to the outcome. Evaluates the performance of products, channels, sectors, customers, sales executives against plan and take quickly adaptive actions if necessary.
• Incentives & Rewards: Implements simple, effective and efficient incentive programs in line with global & regional programs. Promotes a culture of recognition of those behaviours that drive business in line with corporate strategy and core values.
Desired Skills & Experience
Skills• Pricing and discount policy development and implementation skills
• Research skills in the areas of customer, market and competitors, and the ability to think creatively to apply that research
• Database skills (advanced)
Competences:
Competency segment ‘Business
Customer Orientation: Is focused on identifying and understanding each customer’s needs. Expresses and acts on desire to assist customers in an efficient and friendly manner.
Business Acumen: Understands business principles and language, including the fundamentals of finance and profitability. Uses this understanding to achieve results and to increase the performance and profitability of our company.
Cross Border Thinking: Has a holistic mindset and stays abreast of important trends that may affect our competitiveness as a group. Manages the business, giving priority to the international position of our company.
Competency segment ‘Leadership’
Shaping Direction: Develops and communicates strategies and goals that achieve competitive advantage. Demonstrates a clear understanding of the organisation’s strengths, weaknesses, opportunities and threats.
Constructive Challenge: Contributes to an environment where people at all levels stand up for their ideas and where the status quo can always be challenged for the better.
Building and Leading Teams: Knows the talent* needs of the team. Attracts and develops the people who can meet those needs. Encourages effective cooperation among team members and between teams. Inspires team spirit and the commitment to achieve high standards of performance.
Competency segment ‘Personal’
Building and Managing Partnerships: Uses interpersonal styles to create and sustain effective relationships with business partners (e.g. suppliers, joint venture partners, industry groups, competitors, governments, unions) and colleagues. Is open to approaches that meet mutual goals.
Commitment to Excel: Challenges self and others to exceed standards and achieve extraordinary results striving for best-in-class. Is not easily deterred when obstacles or delays are encountered.
Expected Years of Experience:
10 years experience in commercial positions
Educational Qualification:
Degree in Business/Marketing or Commercial
Post Graduation Qualification would be an Advantage
Additional Information
- Posted:
- June 12, 2012
- Type:
- Full-time
- Experience:
- Mid-Senior level
- Functions:
- Marketing
- Industries:
- Logistics and Supply Chain
- Compensation:
- Negotiable
- Job ID:
- 3186848
Commercial Manager - DHL Express Tanzania
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