National Retail Strategy & Partnerships Lead

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

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