Overall Role Purpose:
Manage, coordinates, and implements all retailing activities within the Country; Responsible to stimulate revenue and shipments growth in this section for the Jordan. In particular, increase revenue growth by improving the conversion ratio of enquiries to bookings and by up selling of value added services with the help of marketing to achieve country budgets. Responsible for all new branch installations or existing branch modernizations and/or relocations.
Accountabilities
Key activities
Overall goals/Typical measures
Customer
- The primary challenge of this position is to promote the sales of company-branded products and services (i.e. Express Easy, Receiver Paid, etc.), to achieve maximum market penetration, and to attain both short- and long-range targets for retail sales growth. In addition to successfully integrating national retailing programs into the retail points in the Country.
- In conjunction with the Sales Director establish area sales targets and ensure the attainment of agreed annual revenue and profitability targets for all outlets.
- Implement product strategies and pricing policy, monitor product and revenue performance against plan, manage the retail team and liaise with customer services / operational staff to review and resolve customer needs and associated issues.
- Establish trusting and mutually beneficial relationships to tap on the retailers network and locations to provide DHL products and services to end consumers.
- Liaison for the purpose of developing & implementing a strong brand presence (in consultation with marketing) at all retail locations, at the same time, ensuring adherence to company policies & procedures.
- Achieve Retail Targets on
- TDI Revenue
- TDI Shipments
- TDI Weight
- Upselling
Internal
- Maintain awareness of competitor activity, monitoring competitor interaction on product sales and pricing. In addition, recommend tactics to counter emerging threats posed by competitors on a local level.
- Ensure the provision of the necessary training and motivation to develop Retail staff capable of delivering exceptional service, in particular, focusing on the development of their commercial awareness, selling skills and the ability to handle confrontation
- Ensure that all Retail outlets are correctly branded according to DHL Global and Regional guidelines to create a consistent selling experience which the customers can identify with DHL
- Liaise with the marketing team to ensure timely campaign are rolled out to increase customer footfall
Process
- Actively seek new Retail Outlets with proper business justifications (BCAs) in line with the countries strategic expansion plan ensuring maximum geographical coverage.
- Establish, operate and maintain an efficient retail operating system (people, process and system) to maximise and sustain a steady revenue stream from retail outlets. Continuously improve, refresh and revitalise products and services to meet changing customer needs
- Ensuring that the location and image of the outlets maximizes the full potential of a new market place
- Manage, understand and control costs within the Service Points in order to enable the improvement of profitability and productivity and the identification of areas of strong and weak performance
- Manage the execution of programmes and activities to ensure the quality of the service being provided to customers while in the face to face environment of the Service Points
- Identify opportunities to enhance and improve business processes and/or support systems in the Service Points and communicate these to the relevant people at country or regional level responsible for dealing with them
- Complete regular quality audits of all Retail outlets to ensure that all advertising and marketing materials are accurate and up-to-date; the outlets are correctly branded and presented in a clear and concise manner to correctly promote the DHL brand
- Monitor business performance on a periodic basis, Analyse business trends, trading patterns and customer profiles. Develop proactive and reactive strategies and tactics to deal with issues and
- Working jointly with Marketing, develop creative and impactful products, services and programmes to grow the retail business
- Counter Profitability Improvement
- NPA Scores
- BCAs
People Management
- Create an environment that generates a high level of motivation and team spirit, in order to maximize available business opportunities and the full potential of the team.
- Recruit, train, coach, motivate, develop and evaluate the performance of direct reports
- Plan and take part in regular reviews of the team to manage and align retail strategy across all outlets.
- Manage all Retail outlets to achieve and maintain agreed service level, targets, ensuring adequate numbers of trained and qualified staff are available to meet targets and workload.
- Ensure the personal development and succession planning of direct reports
- Contribute to the team effectiveness of cross-functional projects.
- EOS Engagement
- Active Leadership
- Career Pipeline
- Coaching
Skills / Qualifications
Key capabilities
Problem Solving
The Retail Manager will need to deal with situations where there is an imbalance of work compared with the staff available, either due to unexpected peaks of customer visits or due to staff unavailability, and will need to find the way to resume normal service levels. They will also be responsible for all Retail based staff and will need to deal with personnel-related issues, in addition to ensuring adherence to guidelines on working hours and retail outlet coverage.
Customer Orientation
Is focussed on identifying and meeting customer needs. Acts to establish a long term business partnership with internal and external customers.
Planning and Organizing
The Retail Manager will have to plan both the long-term and short-term on the expansion / staffing of additional Service Points, to ensure achievement of the agreed service levels during the Retail operating hours. Given the length of time required to recruit and train additional staff, the effectiveness of the long-term forecasting will be crucial for service performance and the Retail Manager will have a key role in ensuring its accuracy
Decision Making
The Retail Manager manages a large group of customer-facing staff and will have to make many personnel-related decisions, including hire and fire. At peak customer contact times, the Retail Manager may need to change the allocation of resources to different tasks within a very short time-frame and needs to be able to make immediate decisions
Results Orientation
Continually seeks to accomplish critical tasks with measurable results. Overcomes obstacles and makes adjustments to achieve results. Focuses self and others to achieve targets aligned with business goals.
Teamwork
Ability to work cross functionally to achieve targets and objectives. Accomplishes own tasks in support of team goals and actively offers to assist other functions in achieving their goals.
Accountability
Acts responsibly. Can be counted on to keep commitments. Complies with DHL expectations, policies and procedures. Builds others' trust in own professionalism, integrity, expertise and ability to achieve results.
Communication Skills
Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style to the needs of others. Listens attentively and asks questions when needed to clarify information.
Self Management
Remains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive.
Attention to Detail
Is thorough and complete in performing all aspects of the job. Stays focussed on the details of the job, no matter how small. Checks and monitors work to ensure accuracy.
Experience
Essential
- Excellent verbal, written communication skills and interpersonal style
- Excellent organisational skills, including ability to prioritise workload
- Proven ability to work under pressure in a fast paced, time sensitive environment
- Demonstrated ability to use initiative/judgement to solve job related issues
- Good understanding of the DHL Network
- Strong problem solving capability
- Proven experience in managing and motivating large teams of people.
- Experience of working within a remote team environment.
- Strong understanding of direct sales channels developments and trends
- Good knowledge of local work legislation.
- Commercial acumen
- Proven track record of achievement of objectives
- Proficient in putting together Business justifications for local and regional sign off
Desirable:
- Experience of working in a sales environment.
- Commercial Experience
- Experience of leading and managing large, remote teams
- Retail Industry knowledge from a service perspective
