National Retail Manager

Deutsche Post; Jeddah; On-site; SAR 520,000 - 760,000; Full time

Job summary

DHL Express Saudi Arabia seeks a National Retail Manager responsible for the performance, people, operations and development of the Retail network across the Kingdom. This role owns all Retail service points, authorized partners and ensures commercial results, excellent customer experience and brand standards.

You will lead national strategy and drive growth. The role requires close collaboration with Operations, Finance, Marketing, HR, IT and Security to deliver sustainable revenue, loyalty and

Responsibilities

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

Job description

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.