National Retail Manager

Role purpose

Customers and commercial performance

• Own customer experience across service points and partners, improving service quality, satisfaction, waiting times, complaints, and customer journeys.
• Deliver revenue, profitability, shipment growth, customer acquisition, and conversion targets and report results, risks, and plans to Commercial leadership.
• Promote DHL products and services and ensure teams can advise customers on documentation, packaging, customs, and shipping requirements.

Partners and stakeholders

• Set partner strategy, standards, targets, and governance; appoint suitable partners, conduct reviews, provide support, and address performance or compliance gaps.
• Represent DHL with landlords, contractors, and service providers on premises, facilities, fit-out, and maintenance.
• Coordinate with country functions and leadership and align country plans with regional and global Retail strategies and standards.

National strategy and network

• Develop national growth plans, targets, network priorities, and operational standards aligned with DHL Express commercial priorities.
• Oversee retail service points, assess coverage and commercial viability, recommend openings or other network changes, and develop new locations.
• Monitor performance using scorecards, dashboards, and reviews; lead corrective plans, campaigns, incentives, and sales initiatives.

Operations, facilities, and compliance

• Maintain service point condition, safety, cleanliness, functionality, customer presentation, and brand standards through inspection and follow-up.
• Ensure locations have required tools, systems, equipment, materials, and infrastructure.
• Ensure compliance with policies, security requirements, customs regulations, service standards, cash handling, shipment acceptance, documentation, and transaction controls.
• Lead process improvements that reduce errors, waiting times, complaints, and operating costs.

Programs and people leadership

• Sponsor national programs and projects, including Retail transformation, digitalization, process improvement, and customer experience initiatives.
• Establish governance and performance reviews, ensure reliable data, and hold teams and partners accountable for results and actions.
• Lead and develop the national Retail organization, set objectives, review performance, and ensure staffing and resources meet network needs.
• Identify capability gaps and implement onboarding, training, coaching, development, and succession plans.

Candidate profile

• National leadership and end-to-end business ownership; commercial strategy and sales management; people leadership and performance management.
• Retail network development, site business case evaluation, partner and reseller management, customer experience, operational excellence, compliance, and risk control.
• Financial and analytical capability, including P&L and productivity analysis; program and project leadership; stakeholder influencing; executive communication and presentation.
• Strong execution, follow-up, and accountability.

Competencies