National Retail Manager

About the Role

DHL is seeking a National Retail Manager to oversee the performance, operations, and development of the DHL Express Retail business across the Kingdom of Saudi Arabia. This full-time role involves managing all DHL Retail service points, including company-operated locations, authorized sales partners, and resellers, ensuring commercial results, operational standards, customer experience, and brand compliance.

Key Responsibilities

• Manage the Retail customer experience across all service points, ensuring consistent and professional service.
• Achieve national Retail revenue, profitability, shipment growth, and customer acquisition targets.
• Act as the single point of ownership and escalation for all Retail matters within the country.
• Develop and execute the national Retail strategy in alignment with DHL Express commercial priorities.
• Oversee the performance and operation of every DHL Retail service point in Saudi Arabia, ensuring commercial viability and operational effectiveness.
• Ensure all Retail locations comply with DHL policies, security requirements, and customs regulations.
• Lead, develop, and engage the national Retail organization across all regions and locations.
• Manage the national strategy, performance, governance, and development of DHL sales partners and authorized resellers.
• Represent DHL with landlords, contractors, and service providers regarding service point premises and facility requirements.
• Collaborate with cross-functional stakeholders including Operations, Customer Service, Finance, and Marketing to resolve Retail challenges.
• Sponsor and oversee national Retail programs and strategic projects, including transformation and digitalization initiatives.

Qualifications and Experience

• Minimum of 8 to 10 years of experience in retail management, commercial leadership, sales operations, or a related field.
• Proven experience leading a national or multi-location Retail network, encompassing frontline teams, customer experience, and operational standards.
• Experience managing external partners, franchisees, agents, or resellers is highly preferred.
• Strong commercial and financial understanding, including revenue, profitability, productivity, and business planning.
• Experience in logistics, express delivery, service industries, or a multinational organization is an advantage.

Leadership and Strategy

The National Retail Manager will define growth plans, performance targets, and operational standards for the Retail business. This includes identifying opportunities to increase revenue, customer acquisition, and market coverage, while providing clear strategic direction to Retail teams and sales partners across the Kingdom. The role requires monitoring performance through structured scorecards and leading corrective action plans for underperforming locations.

Operational Oversight

This position holds accountability for the physical condition, presentation, safety, and functionality of all Retail service points. Responsibilities include ensuring locations reflect DHL brand standards, establishing regular inspection mechanisms, and resolving maintenance issues promptly. The manager will also drive operational discipline and consistency, identifying process gaps and leading improvement initiatives to enhance efficiency and reduce operating costs.

Team Development

The role involves setting clear expectations and performance objectives for Retail managers, supervisors, and frontline teams. Building a high-performance culture based on accountability and customer focus is essential. This includes reviewing workforce requirements, identifying capability gaps, and implementing development, coaching, training, and succession plans to ensure continuous employee growth and effective onboarding.