Retail Manager

YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.
Would you like to become part of the world's most international company in the world?
A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect with, the better life will be on our planet.
Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and become a Certified International Specialist!
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YOUR TASKS:
Retail Strategy and Business Development
Develop and implement a country-level retail business strategy for the cash customer segment, with clear objectives for growth, profitability, and network coverage.
Analyse cash customer profiles, market opportunities, and the competitive landscape to identify opportunities for retail expansion.
Conduct feasibility studies to assess potential locations, partnership models, and business opportunities.
Translate the retail strategy into actionable implementation plans, including key objectives, activities, timelines, and budgets.
Continuously review and refine the strategy in response to business performance, market developments, and changing customer needs.
Retail Network Expansion and Partnership Management
Identify, evaluate, and negotiate partnerships with retailers that offer a strong nationwide presence, extensive outlet networks, or access to relevant customer segments.
Establish and maintain trusted, mutually beneficial relationships with third-party retailers and resellers to extend access to DHL products and services.
Negotiate commercially viable arrangements that maximise retail visibility, customer convenience, and business value.
Work with Marketing and Operations to establish a network of DHL Express Centres and partner locations with a consistent, recognisable DHL brand presence.
Retail Operations and Customer Experience
Establish, operate, and maintain an efficient retail operating model covering people, processes, and systems to maximise revenue and sustain business performance.
Ensure walk-in customers receive DHL products and services efficiently and in line with established service standards.
Maintain consistent service quality and adherence to company policies, procedures, and brand requirements across retail locations.
Identify and resolve operational and service issues in collaboration with relevant stakeholders.
Continuously improve retail products, services, and processes to meet evolving customer expectations.
Marketing and Cross-Functional Collaboration
Partner with Marketing to develop and implement impactful products, services, and programmes that attract customers and grow the retail business.
Coordinate with Marketing to strengthen brand visibility and retail exposure across DHL-operated and third-party locations.
Work closely with Operations, Customer Service, Sales, and other relevant functions to align retail initiatives with overall business objectives.
Contribute to cross-functional projects and promote effective collaboration to support successful implementation.
Business Performance and Reporting
Monitor retail business performance regularly against agreed objectives, budgets, and service standards.
Analyse revenue trends, trading patterns, and customer profiles to identify growth opportunities and areas for improvement.
Develop proactive and corrective actions to address performance gaps, operational challenges, and changing market conditions.
Prepare monthly reports detailing retail business performance, service standards, key issues, and recommended actions.
Develop and monitor Individual Key Objectives (IKOs) and Key Performance Indicators (KPIs) in collaboration with Marketing, Operations, and Customer Service.
People Leadership and Capability Development
Initially operate with direct reports, working through cross-functional teams and retail partners to establish the business.
As the retail business develops, build and lead a team of retail professionals to serve over-the-counter customers and support network operations.
Set clear individual objectives and performance expectations, monitor results, and provide ongoing coaching and feedback.
Identify training and development needs for team members and self.
Strengthen team capabilities to support service excellence, operational effectiveness, and sustainable business growth.
YOUR PROFILE:
Minimum 3-5 years' of strategic planning experience in consumer marketing
Experience in sales and sales processes.
Strong knowledge and understanding of the retail sector from a service delivery perspective. Comprehensive knowledge of the air express industry.
Strong negotiation skills.
Strong English (written and spoken) comprehension and communication are essential
Able to travel between Country office and retail outlets across the country.
OUR OFFER:
Multifarious benefit programs.
Strong career support & lots of opportunities in an international environment.
Training: both online and offline with Global DHL Standards.
Coaching & Feedback culture allows you to advance further in short-term and long-term development goals.
Working together based on DHL values of "Respect and Results".
Diverse engagement activities under "Best Day Everyday" - our Health & Well-being program.
Employee hobby clubs, sports championships.
Do you see a personal challenge in these versatile and responsible tasks? Then apply now!
We look forward to receiving your application!
We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.