Retail Executive, Directeur de la vente au détail, Cameroon, Deutsche Post DHL

Retail Executive, Directeur de la vente au détail, Cameroon, Deutsche Post DHL

Role Responsibilities/ Responsabilités du rôle

Overall Purpose of the role

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.

Reporting Relationship

The position reports to the Country Sales Manager

Key Accountabilities

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.

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


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

Clear understanding of where DHL retail outlets should be located

Clear target retail partners

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


Correctly staffed and well managed retail outlets

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

Achievement of KPI’s

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


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


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

All marketing materials conforms to guidelines

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

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

Diploma or Degree in Marketing or Sales

5 years Post Qualification Experience

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