KSA Retail Manager

Overall Role Purpose

Retail Customers

• Own the Retail customer experience across all service points and partner locations.
• Ensure Retail teams actively promote DHL products, services, solutions and value-added offerings.
• Monitor customer feedback, complaints, waiting times, service quality and satisfaction indicators.
• Address recurring customer experience issues through sustainable corrective action.

Commercial Performance

• 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.
• Set national, regional, service point and partner performance targets and hold the network accountable.
• Drive commercial programs, campaigns, incentives and sales initiatives that improve Retail results.

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 commercial, operational, service, compliance and brand requirements for every partner.
• Conduct regular partner business reviews covering revenue, shipment volumes, customer experience, compliance and operational standards.
• Address underperformance and compliance gaps through structured improvement plans.

Retail Network Management

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

Operational Excellence and Compliance

• Ensure Retail operations comply with DHL policies, processes, security requirements, customs regulations and service standards.
• Identify process gaps, operational risks and efficiency opportunities, and lead improvement initiatives.
• Ensure proper cash handling, shipment acceptance, documentation, packaging, system usage and transaction controls.

Leadership and People

• 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.
• Build a high performance culture based on accountability, customer focus, commercial ownership and continuous improvement.
• Identify capability gaps and implement development, coaching, training and succession plans.

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.

Experience and Education

• 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.