National Retail Manager

Overall Role Purpose

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.

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.
• Act as the single point of ownership and escalation for all Retail matters in the country.
• 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.
• Drive commercial programs, campaigns, incentives and sales initiatives that improve Retail results, and build a strong sales culture across the network.

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

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.

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.

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, 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.

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.