KSA 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, the better life will be on our planet.

Join our team and discover how an international network that's focused on service, quality and sustainability, is able to connect people and improve lives through the power of global trade. And not just for our customers, but for every member of our team too. To learn more about our culture, motivated people and our purpose, please visit www.dpdhl.jobs/express

Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and become a Certified International Specialist!

Overall Role Purpose

Hold full accountability for the performance, people, operations, condition and development of the DHL Express Retail business across the Kingdom of Saudi Arabia. The role owns every DHL Retail service point, including company-operated locations, authorised sales partners and resellers, and is accountable for their commercial results, operational standards, customer experience, brand presentation and compliance. The National Retail Manager owns the national Retail strategy and converts commercial priorities into clear targets, effective programs, disciplined execution and sustainable growth. The role is the single point of ownership for all Retail matters in the country and for the performance and condition of the complete Retail network.

Your Tasks:

Retail Customers

• Own the Retail customer experience across all service points and partner locations, ensuring consistent, professional, efficient and knowledgeable service.

• Ensure Retail teams actively promote DHL products, services, solutions and value-added offerings, and can advise customers on documentation, packaging, customs and shipping requirements.

• Monitor customer feedback, complaints, waiting times, service quality and satisfaction indicators, and lead improvements that simplify the customer journey and increase loyalty.

• Address recurring customer experience issues through sustainable corrective action rather than one-off fixes.

Vice President Commercial

• Deliver national Retail revenue, profitability, shipment growth, customer acquisition and conversion targets.

• Provide accurate and timely Retail performance updates, risks, opportunities and action plans to Commercial leadership.

• Act as the single point of ownership and escalation for all Retail matters in the country.

Sales Partners and Authorised Resellers

• Own the national strategy, performance, governance and development of DHL sales partners and authorized resellers.

• Identify and appoint suitable partners that strengthen DHL market coverage and commercial reach.

• Define clear commercial, operational, service, compliance and brand requirements for every partner, and set performance targets against them.

• Conduct regular partner business reviews covering revenue, shipment volumes, customer experience, compliance and operational standards.

• Ensure partner locations receive the required training, tools, communication and support to represent DHL to standard.

• Address underperformance and compliance gaps through structured improvement plans, and recommend expansion, renewal, restructuring or termination based on performance and business need.

• Build productive partner relationships while protecting DHL commercial and brand interests.

Property, Suppliers and Authorities

• Represent DHL with landlords, contractors and service providers on service point premises, fit-out, maintenance and facility requirements.

• Ensure Retail locations meet applicable regulatory, security and customs requirements.

Country Functions and Leadership

• Work closely with Operations, Customer Service, Finance, Marketing, Human Resources, IT, Security, Procurement and Property to resolve Retail challenges and deliver Retail priorities.

• Represent Retail in country management meetings, business reviews, projects and strategic discussions.

• Influence cross-functional stakeholders to secure the resources and support the Retail network requires.

Regional and Global Retail Teams

• Align the country Retail agenda with regional and global Retail strategy, standards and initiatives, and implement them across the network.

• Share country results and best practices to position Saudi Arabia as a reference market within the region.

National Retail Strategy

• Develop and execute the national Retail strategy in alignment with DHL Express commercial priorities.

• Define growth plans, performance targets, network priorities and operational standards for the Retail business.

• Identify opportunities to increase Retail revenue, customer acquisition, shipment volumes, productivity and market coverage.

• Provide clear strategic direction to Retail teams, service points and sales partners across the Kingdom.

Commercial Performance

• Set national, regional, service point and partner performance targets and hold the network accountable for them.

• Monitor Retail performance through structured scorecards, dashboards and business reviews.

• Identify underperforming locations and partners and lead corrective action plans through to closure.

• Drive commercial programs, campaigns, incentives and sales initiatives that improve Retail results, and build a strong sales culture across the network.

Retail Network Management

• Oversee the performance and operation of every DHL Retail service point across Saudi Arabia.

• Ensure each service point is commercially viable, operationally effective and positioned to serve its local market.

• Evaluate network coverage and recommend openings, relocations, expansions, upgrades or closures supported by business case.

• Lead the development and implementation of new Retail locations.

• Ensure service points operate to approved business hours, staffing levels, service standards and operational requirements.

Service Point Condition and Brand Standards

• Hold accountability for the physical condition, presentation, safety, cleanliness and functionality of all Retail service points.

• Ensure every location reflects DHL brand standards and provides a professional, welcoming customer environment.

• Establish regular service point inspection and audit mechanisms with documented follow-up.

• Ensure maintenance issues, equipment requirements, signage gaps and facility concerns are identified and resolved promptly.

• Ensure Retail locations have the tools, systems, equipment, materials and infrastructure required to operate effectively.

Operational Excellence and Compliance

• Ensure Retail operations comply with DHL policies, processes, security requirements, customs regulations and service standards.

• Drive operational discipline and consistency across the national Retail network.

• Identify process gaps, operational risks and efficiency opportunities, and lead improvement initiatives that reduce errors, waiting times, complaints and operating cost.

• Ensure proper cash handling, shipment acceptance, documentation, packaging, system usage and transaction controls.

Programs, Projects and Governance

• Sponsor and oversee national Retail programs and strategic projects, ensuring each has clear objectives, measures, timelines, governance and accountability.

• Lead Retail transformation, digitalization, process improvement and customer experience projects, and ensure effective implementation of new systems, products and services across the network.

• Establish Retail governance and review routines, and lead national performance reviews with regional teams, service point leaders and sales partners.

• Ensure performance data is accurate, consistent and used to support decisions, and hold teams and partners accountable for agreed actions and results.

• Lead, develop and engage the national Retail organization across all regions and locations.

• Set clear expectations and performance objectives for Retail managers, supervisors and frontline teams, and develop IKOs and KPIs with them.

• Build a high performance culture based on accountability, customer focus, commercial ownership and continuous improvement.

• Review workforce requirements and ensure appropriate staffing, structure and resource allocation across the Retail network.

• Identify capability gaps and implement development, coaching, training and succession plans.

• Ensure Retail employees receive effective onboarding, product training, sales training, operational training and continuous development.

• Conduct structured performance reviews, recognize strong performance and address performance gaps through clear action plans.

Lead through direct teams, indirect teams and external partners with equal discipline.

Your Profile:

• National leadership and end-to-end business ownership

• Commercial strategy and sales management

• People leadership and performance management

• Retail network development and site business case evaluation

• Partner, franchisee and reseller management

• Customer experience management

• Operational excellence, compliance and risk control

• Financial and analytical capability, including P&L and productivity analysis

• Program and project leadership

• Stakeholder management and influencing across functions and external partners

• Clear executive communication and presentation skills

• Strong execution, follow-up and accountability

• Competencies

• Competency segment 'Business'

• Analysis: Breaks down a problem, situation or process into its component parts, separates the main issues from side-issues, understands the nature of parts and their relationship to one another. Seeks out and critically evaluates both numerical and narrative information. Draws accurate conclusions.

• 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.

• Planning & Organizing: Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time effectively and uses efficient work methods and tools.

• Decision Making: Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans how to manage risk.

• Competency segment 'Leadership'

• 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.

• 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.

• Competency segment 'Personal'

• Influencing: Persuades 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, and summarizes or asks questions, when needed, to clarify information.

• 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.

• Minimum 8 to 10 years experience in retail management, commercial leadership, sales operations or a related field.

• Proven experience leading a national or multi-location Retail network, including frontline teams, customer experience and operational standards.

• Experience managing external partners, franchisees, agents or resellers is highly preferred.

• Strong commercial and financial understanding, including revenue, profitability, productivity and business planning.

• Experience in logistics, express delivery, service industries or a multinational organisation is an advantage.

• Bachelor's degree in Business Administration, Retail Management, Sales, Operations, Marketing or a related field.

Our Offer:

• Strong career support in an international environment.

• Great culture and colleagues.

• Multifarious benefit programm.

Do you see a personal challenge in these versatile and responsible tasks? Then apply now!

We look forward to receiving your application!