Retail Manager

IT’S NOT JUST AN OPPORTUNITY TO GET ON THE CAREER LADDER.

IT’S AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER

Why do people call us the world’s most international company? Is it because we operate in more countries than any other logistics provider? Is it because we invented cross border shipping over 45 years ago? Or is it, perhaps, because what we do connects people across the world. And the more we can connect people, the better life on earth becomes.

We love our role in the world. And we’re looking for the right people to help us maintain – and grow it. People like you.

Role Context

To identify, manage and develop the Retail channel with a view to achieving the revenue, shipment and footprint objectives. The role is responsible for the effective management of the following:

DHL Owned Service Points

Retail Partners – All 3rd party representatives of the DHL Brand

The Retail Channel is extremely important to DHL as a growth channel that will stimulate non account (cash) revenue and shipments, as well as providing convenient access locations for potential customers. It will also offer additional convenient drop off locations for account holder business. This is an extremely cost effective expansion opportunity where the relationship with third party representatives can increase the footprint of our brand without DHL incurring excessive costs.

Key Responsibilities

Key Accountabilities

1. External Stakeholders

· Identify, manage and further develop the retail partnerships in the country.

· Educate potential partners about DHL products and services in order to sign up new partners.

· Propose and manage DHL campaigns and promotions to boost volumes and attract new customers.

· Conduct regular visits to all service points and retail partners, growing and improving the relationship as well as auditing branding, customer service etc

· Ensure conformance to DHL policies and Procedures as well as the commercial guidelines.

2. Internal Stakeholders

· Co-operate with all internal departments including Customer Services, Operations and Finance to ensure that all service needs and problems of Service points and Retail Partners are resolved in a timely manner and are not repeated in order to improve the business processes.

· Conduct regular visits to all service points to ensure compliance in all aspects.

· Conduct regular analysis and review of the business in order to consistently have a good understanding of where the business is at and what the opportunities are for development.

· Suggest and implement creative and impactful suggestions / promotions to grow the retail channel business.

· Drive the use of technology and solutions in all sectors within the retail channel.

Market Intelligence

· Obtain competitor footprint in the country – specific locations

· Research the retail market, growth, consumer behavior and the split between structured and informal share

· Gather all Retail hotspot/or location information in the country

· Determining where DHL needs to have a presence and determining the type of presence i.e. Owned stores, structured retail partners or informal Lucy’s

· Gather info on all the competitor product offerings and promotions

· Set up a mystery shopper program

· Ensure all DHL retail performance, any market changes, promotions, competitor activity is reported each month by each country

Deliverables

Ø Clear detailed “map” of DHL and Competitor retail outlets and product offering

Ø Clear understanding of where DHL retail outlets should be located

Ø Clear target retail partners

Ø Clear understanding of DHL and competitor service levels via mystery shopper

People Management

· Ensure proper staff compliment for retail outlets – based on operating hours, legislative, and volume requirements

· Recruit, train and manage all retail outlet staff

· Manage relationships with all retail partners and their employees

· Manage staff performance in line with Retail KPI’s and scorecard

Deliverables

Ø Correctly staffed and well managed retail outlets

Ø Clear understanding of the profile of the retail assistant required and the effective recruitment and training of these individuals

Ø Achievement of KPI’s

Ø Sound relationships with our partners and their staff thus ensuring great brand representatives and customer centricity

Advertising

· Manage any advertising opportunities for the retail sector – i.e. any opportunities sent to them and then, if worthwhile, escalated Head of Retail and Head of Marcomms

· Provide well thought out ideas for the development of the retail business via promotions, campaigns etc to Head of Retail and Head of Marcomms

· Ensure successful implementation of all campaigns and promotions within markets

Deliverables

Ø All outlet branding in line with guidelines for that particular type of outlet

Ø All marketing materials conforms to guidelines

Ø All outlets audited once a quarter and all branding constantly looking good and “fresh”

Ø Reduced risk of “Brand Contamination” from poorly managed branding by the outlets and partners

Minimum Requirements

Education & experience

Key Characteristics

· Passion for customers

· Motivated driven, disciplined and self motivated individual.

· Excellent Communication, relationship building and negotiation skills

· Attentive to detail

· Good Analytical skills

· Ability to manage remotely

· Sound experience in the retail sector and or internal DHL commercial experience

Qualifications

Bachelor's degree in marketing or Sales

5 years Post Qualification Experience

We are looking forward to your application.