National Retail Manager

Role purpose

Customers and commercial leadership

• Ensure consistent, professional, efficient customer service and that Retail teams promote DHL services and advise on documentation, packaging, customs, and shipping requirements.
• Monitor feedback, complaints, waiting times, service quality, and satisfaction; lead sustained customer journey improvements.
• Deliver national revenue, profitability, shipment growth, acquisition, and conversion targets; provide performance updates, risks, opportunities, and action plans to Commercial leadership.

Partners and external stakeholders

• Develop and govern the national strategy for sales partners and authorized resellers; identify and appoint partners that strengthen coverage and commercial reach.
• Set partner requirements and targets; review results, provide training and support, and use improvement plans or recommend expansion, renewal, restructuring, or termination as appropriate.
• Represent DHL with landlords, contractors, and service providers on premises, fit-out, maintenance, and facility requirements; ensure regulatory, security, and customs compliance.

Strategy and network performance

• Develop and execute national Retail strategy, growth plans, targets, network priorities, and operational standards aligned with commercial priorities.
• Oversee every Retail service point; evaluate coverage and recommend openings, relocations, expansions, upgrades, or closures supported by business cases.
• Monitor performance using scorecards, dashboards, and reviews; identify underperformance and lead corrective actions, campaigns, incentives, and sales initiatives.

Operations and programs

• Maintain the condition, presentation, safety, cleanliness, functionality, brand standards, and required tools and equipment of all service points.
• Ensure compliance with policies, processes, security requirements, customs regulations, and service standards, including cash handling, shipment acceptance, documentation, packaging, systems, and transaction controls.
• Sponsor national programs and strategic projects with clear objectives, measures, timelines, governance, and accountability; lead transformation, digitalization, and process improvement.

People and collaboration

• Work with Operations, Customer Service, Finance, Marketing, Human Resources, IT, Security, Procurement, and Property; represent Retail in country leadership and business reviews.
• Align the country agenda with regional and global strategy and standards, implement initiatives, and share results and best practices.
• Lead and develop teams and partners; set objectives, plan staffing, provide onboarding, coaching and training, conduct performance reviews, and address capability or performance gaps.

Candidate profile

• National leadership and end-to-end business ownership; commercial strategy and sales management.
• People and performance leadership; retail network development and site business case evaluation.
• Partner, franchisee, and reseller management; customer experience management.
• Operational excellence, compliance, risk control, financial and analytical capability including P&L and productivity analysis.
• Program and project leadership; stakeholder management and influencing; executive communication and presentation.
• Strong execution, follow-up, accountability, analysis, customer orientation, planning, and decision-making.