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Key Account Manager - Consumer & Retail Business

DHL Tokyo

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EN: business
JP: business
5,581,433 Japanese yen on average (est)
Employment Type
Full time

Job Description

At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent over the world. We provide challenge and opportunity for personal and professional development.

We recognize the difference you bring to our business, and together we share the pride of building the logistics company for the world. You will be an essential part of everyday life.


  • To ensure our service to meet contractual commitment with the customers account assigned
  • Ensure regular, timely and accurate reporting of service, cost and quality KPI
  • Continuous process improvement, which lead to cost reduction or improve customer satisfaction
  • Participate in customer operational reviews, presentation and proposals locally
  • Present and sell proposal/idea to and convince customers
  • Develop new business opportunities with existing customers


  • Manage multiple vendors to provide the best cost effective solution to the customers


  • Cooperate and collaborate with other team member to meet customer requirements
  • Work with internal parties such as Solution Design, IT, procurement to develop a strong proposal, which is agreeable by internal departments
  • Convince operation team to make changes and perform tasks that may be change from time to time
  • Working with Quality, IT, Procurement and First Choice team to ensure the effective delivery and on-going operations for Consumer and Retail customers
  • Working with Business Development to support the achievement of growth targets
  • Through a comprehensive carrier management programme manage the service, quality and cost performance of key suppliers of transport services
  • Liaison with authorities as required
  • Maintenance of operating licenses
  • Ensure operating teams meet our contractual commitments for service, cost and reporting
  • Create a P&L for operations and develop a robust budgeting process
  • Standardize KPI reporting across operations
  • Develop and maintain a cost down initiatives programme across transport operations
  • Undertake Quarterly Business Reviews with key suppliers using a scorecard to provide feedback and track progress
  • Create cost and operations simulation models for major new business opportunities
  • Provide industry knowledge management to ensure continued legal compliance
  • Maintain links with the industry and appraise potential acquisition targets
  • Determine organization structure, roles and responsibility and performance targets for the function with operational team and HR
  • Manage the allocation of appropriate resources and commitment of staff to the achievement of Global, Regional and Country objectives and targets 
  • Identify training needs and opportunities to develop a highly skilled functional department



  • Business level of English and Japanese (writing, reading, and speaking)
  • MS Office applications
  • Analytical skills
  • Inter-personal skills
  • Clear and concise communication skills
  • Results driven
  • Ability to manage multiple accounts, activities and projects
  • Strategic thinker to deliver initiatives
  • Commercial awareness, Customer focused 
  • Able to work on own initiative and to take responsibility and ownership of initiatives
  • Flexible to travel as needed and appropriate
  • Team player, self starter
  • Ability to perform under pressure
  • Numerate 

Business Competency

  • Customer Orientation: Focused on identifying and understanding customer’s needs. Assist customers in an efficient and engaging manner.
  • Planning & Organizing: Set clear and realistic goals and objectives. Establish courses of action and sequences of steps to ensure that activities and objectives are efficiently achieved. Good personal organizational skills. Schedule time effectively and uses efficient work methods and tools.
  • Decision Making: Timely and appropriate choices based on accurate analysis and experience. Use of sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans how to manage risk.

Leadership Skills

  • Developing People: Facilitates the development of others through personal involvement in coaching, mentoring and sponsorship. Creates an environment that fosters learning, growth and development to improve DHL's capability to achieve the strategic vision.
  • Building and Leading Teams: Knows the skills of the team. Encourages effective cooperation among team members and between teams. Inspires team spirit and the commitment to achieve high standards of performance.


  • Influencing: Able to persuade others of the value of an approach or idea. Gains commitment and support and gets others to willingly take action.
  • Communication: Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, clarifies information as needed.
  • Commitment to Excel: Challenges self and others to exceed standards and achieve extraordinary results, striving for best in class. Not easily deterred when obstacles or delays are encountered.
  • At least 2 years direct experience in any of Consumer and Retail sector customers business is preferable
  • At least 2 years working experience in Asia/Japan is preferable
  • At least 3 years management experience with responsibility for operations and profitability in a multi-account environment
  • Cross cultural competence and International business exposure/experience
  • Leadership through effective communication and ability to influence outcomes across multiple regional locations
  • Strategic Management and Planning
  • Organizational skills with ability to prioritize under pressure

About the Company

Under the umbrella of DHL Group along with DHL Express (DHL Japan) and DHL Global Forwarding, we provide customized logistics and industry solutions in the areas of supply chain management, warehousing, distribution, value added services, and lead logistics provider services for our customers helping them deliver better results every day.

We are the world’s leading logistics provider. We go the extra mile for our customers to ensure we meet their expectations with a focus on Right First Time.