Global Customer Manager, Life Sciences & Healthcare - DHL Group (Customer Solution and Innovation) - Global
(2021-09)
Successfully grew a strategic global account, tripling revenue to €150M+ annually through the development and execution of tailored customer growth strategies. Led the Life Sciences & Healthcare subsector vertical, driving business growth across key regional accounts through the implementation of customized logistics and supply chain solutions. Provided leadership to five indirect reports across multiple functions and geographies, fostering cross-functional collaboration and ensuring the achievement of business objectives and customer commitments.
- Developed and executed global and regional strategies in alignment with global objectives, unlocking new revenue streams and driving long-term growth.
- Built and maintained strategic relationships with key clients, leading cross-functional engagements to design tailored, end-to-end logistics and supply chain solutions.
- Prepared and conducted C-Level meetings across functions at global level
- Led and supported solution implementation initiatives, coordinating cross-functional teams to ensure smooth delivery, user adoption, and measurable business outcomes
- Identified and converted new business opportunities across the region, contributing to consistent pipeline growth and improved vertical market penetration.
- Led key account management efforts, including the creation of vertical growth plans, QBRs, and strategic account mapping.
- Managed a high-performing team, including dotted-line reports, and collaborated closely with Sales, Solution Engineering, Tender Management, and Operations teams to ensure commercial and delivery excellence.
- Drove data-driven decision-making by overseeing CRM pipeline governance, reporting, and vertical performance analytics, addressing gaps through structured stakeholder engagement.
- Represented the company at industry events, reinforcing DHL Group position as a thought leader through content development and client-facing expertise.
Parental leave - Parental leave
(2020-03 - 2021-08)
Global Customer Manager Life Science Healthcare - DHL Group (Customer Solution and Innovation) - Global
(2018-03 - 2020-02)
- Developed and executed strategic, actionable account plans in collaboration with business units and clients, aligning on long-term growth objectives.
- Orchestrated cross-functional teams by communicating a clear vision and strategy through internal tools (Game Changer / WIN Plan) and stakeholder engagement.
- Translated complex customer requirements into tailored logistics solutions, supporting implementation across multiple service lines and products.
- Championed innovation by introducing ideas that enhanced customer satisfaction, business continuity, and multi-BU collaboration.
- Supported solution design from a customer-centric perspective and ensured smooth onboarding of new business initiatives.
- Conducted regular strategic reviews with clients, managed a healthy opportunity pipeline, and drove proactive business development.
- Built and maintained senior-level relationships, expanding key customer partnerships across multiple regions.
- Led KPI analysis and reporting (operational and financial), including QBR preparation, RFQs, spot quotes, and performance insights.
- Oversaw receivables and initiated escalations as required to ensure financial alignment.
- Organized major client engagement events, including Innovation Summits in Bonn, Singapore, and Chicago.
- Provided leadership to a dotted-line team of 5 Regional Customer Directors, fostering alignment and consistent client experience across markets.
Regional Customer Manager EMEA - DHL Group (Customer Solution and Innovation) - EMEA
(2016-03 - 2018-02)
- Successfully retained approximately EUR 65 million in annual revenue for the global key account MSD.
- Fostered a strong, open, and collaborative partnership with both MSD management and key DHL stakeholders.
- Initiated and led innovation sessions and continuous improvement workshops between MSD and DHL, applying LEAN principles to drive efficiency and alignment.
- Set up a customs brokerage solution across the EMEA region and led the successful negotiation of the contract.
- Executed complex business and solution implementations, aligning processes, systems, and stakeholders to deliver scalable and sustainable results
- Defined and executed a clear growth strategy, identifying key areas for development and driving implementation together with the business units.
- Enabled DHL sales teams to strengthen relationships with MSD and uncover new business opportunities.
- Ensured that RFQ responses were consistently high in quality and delivered on time, reinforcing DHL's professionalism and reliability.
- Took ownership of the entire commercial negotiation process during tenders, ensuring mutually beneficial outcomes.
- Effectively managed escalations, safeguarding customer satisfaction while protecting DHL's business interests.
- Established regular strategic and operational review meetings based on a consistent KPI framework to ensure alignment, accountability, and continuous improvement.
Regional Account Manager Life Science Healthcare & After-Sales Manager EMEA LSH and Automotive - DHL Global Forwarding, Basel, Switzerland - Basel, Switzerland
(2014-03 - 2016-02)
- Held regular business reviews with key customer contacts to gain insights into their operations, while maintaining a healthy, well-qualified sales pipeline with predictable growth opportunities.
- Created and executed strategic, actionable account plans tailored to customer needs and market dynamics.
- Built and nurtured broad, long-term partnerships, including strong relationships at senior management level, while expanding existing networks.
- Contributed to solution design based on in-depth customer understanding and supported seamless implementation of new business.
- Ensured full alignment and engagement of internal teams by clearly communicating strategy and vision through Game Changer plans, WIN Plans, and regular stakeholder calls.
- Conducted monthly KPI reporting and analysis (operational and financial) to track performance and meet all customer reporting requirements.
- Prepared materials and actively participated in customer QBRs, leading commercial initiatives including RFQs, spot quotes, and whitespot opportunities.
- Acted as key facilitator for issue resolution in collaboration with functional teams across different countries.
- Oversaw all aspects of contract management, including shipment execution, rate administration, and rate filing.
- Drove continuous improvement initiatives using the First Choice methodology and internal best practices within the MNC environment.
- Managed customer expectations at the operational level while ensuring strong alignment and commitment across relevant DHL functions.
Vodafone Global Account Manager as In-House Luxembourg - DHL Global Forwarding, Basel, Switzerland - Luxembourg
(2009-09 - 2014-02)
- Established and led Vodafone's global 4PL business, overseeing not only DHL operations but also coordination with other logistics providers involved in the account.
- Acted as the central point of contact for Vodafone, managing relationships across their supplier network, DHL, and competitors to ensure seamless collaboration and communication.
- Successfully negotiated and secured contracts with major Vodafone suppliers including Apple, Samsung, Huawei, ZTE, and Lenovo promoting the 3PL business model and driving strategic adoption.
- Proactively developed and enhanced the logistics offering through tailored solutions, impactful presentations, and close collaboration with key stakeholders and country business units.
- Leveraged local teams and regional capabilities to meet business objectives, strengthen customer satisfaction, and cultivate long-term, value-driven partnerships.
- Identified, designed, and implemented customized logistics solutions, while negotiating commercial terms and ensuring complete transparency across transport operations.
- Took a hands-on approach to issue resolution during complex international projects, ensuring timely and effective outcomes with minimal disruption.
- Monitored and managed the global performance and compliance of DHL's customs brokerage offices, upholding regulatory excellence and operational consistency.
- Drove efficiencies and elevated compliance standards across customs activities, contributing to a more resilient and optimized global supply chain.
Project Manager Key Accounts Germany - DHL Global Forwarding, Frankfurt, Germany - Frankfurt, Germany
(2007-09 - 2009-08)
Assistant to Head of Key Account Management Germany
- Analyzed customer data and developed tailored logistics and supply chain solutions to address market and client-specific needs.
- Led a team of five inside sales professionals, fostering collaboration and driving sales performance.
- Designed and implemented integrated supply chain and logistics projects, ensuring end-to-end efficiency and customer satisfaction.
- Managed the calculation and preparation of complex RFQs, delivering accurate and competitive proposals.
- Investigated and resolved transport-related customer complaints, ensuring timely and effective solutions.
- Led cross-functional projects spanning multiple business sectors, coordinating diverse teams to achieve common goals.
- Created compelling presentations using PowerPoint, supported by detailed data analysis to inform decision-making.
- Acted as the single point of contact for key accounts, providing comprehensive support and ensuring seamless communication.
- Developed and maintained Standard Operating Procedures (SOPs) and managed complex quotation processes to standardize operations and enhance quality.
Tender Manager Global & Forwarding Merchant Airfreight- and Trucking Department - Geis SDV Global (Bollere Logistics)
(2003-10 - 2007-08)
- Established the Tender Department in collaboration with Sabine Geis, laying the foundation for structured and efficient bid management.
- Coordinated and thoroughly analyzed RFQs for key accounts, ensuring accuracy and strategic alignment.
- Managed stakeholder engagement by securing the involvement of necessary resources throughout the tender process.
- Led business implementation efforts and closely monitored project performance post go-live to ensure seamless execution.
- Coordinated operational activities with overseas counterparts to guarantee smooth international collaboration.
- Oversaw export and import documentation, ensuring compliance with consignee and consignor requirements.
- Maintained continuous follow-up with carriers and shipping lines to ensure consistent commercial and operational flow.
