At DHL, people mean the world to us. That's why our goal has always been to attract and retain the best talent in the world. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world.
We are currently looking for passionate professional to join our Regional Commercial team. Join us and bring your expertise on board!
As the
Director, Retail Business Development, you will take the lead in developing and executing a successful Retail Strategy across Asia Pacific excluding China (APEC), in terms of (1) Revenue, (2) Reach and (3) Customer Experience across all Walk-Click-Call (WCC) channels.
You will shape customer experience, expand reach, drive conversions, build loyalty, and strengthen technology adoption across key retail touchpointsincluding service points, partners, digital platforms, and customer service channels.
What You'll Do
- Grow Reach
- Develop and implement strategies to expand DHL Express's reach across Service Points and Online Shipping Platforms.
- Expand the physical service point network and partner reach in high-potential locations.
- Lead partnerships, affiliates, collaborations, listings, and digital marketing initiatives to drive channel growth.
- Define and track key reach metrics, ensuring consistent customer experience across all retail touchpoints.
- Grow Conversions
- Build and deploy strategies that convert enquiries into sales across all channels.
- Monitor conversion funnels in key markets and collaborate with cross-functional teams to improve performance.
- Review pricing structures and competitive positioning with regional pricing teams.
- Identify customer drop-off points and work with Operations, Finance, and IT to resolve friction.
- Partner with Marketing to execute promotion calendars that drive customer consideration and action.
- Grow Loyalty
- Lead initiatives to increase repeat retail shippers and revenue from returning customers.
- Strengthen adoption of loyalty drivers such as loyalty programs, and nurture automation.
- Partner with IT and global retail teams to enhance POS systems and loyalty tools.
- Improve customer lifetime value and drive growth KPIs.
- Drive Employee Experience
- Work with retail managers to understand and uplift frontline employee experience.
- Build frameworks for training, knowledge management, tool enhancements, operational efficiency, and service quality.
- Drive Technology Adoption
- Collaborate with IT to improve retail technology platforms (POS, MyDHL+, ShipNow).
- Support digital adoption strategies for CLICK channels to enhance customer usage and engagement.
- Analytics & Reporting
- Track KPIs, measure initiative success, and drive data-backed decision making.
- Work with analytics teams to build dashboards that support regional and country-level performance management.
- Conduct regular reviews with retail managers and commercial leaders in top markets to identify opportunities and resolve challenges.
What You Bring
- 12+ years experience in Retail with proven revenue growth impact
- Strong leadership, project management, and stakeholder skills
- Analytical thinker with digital marketing knowledge, including SEO, SEM, social media, and email marketing and how to leverage these for retail business.
- Knowledge of automation and AI technologies as they apply to logistics and retail operations
- Ability to negotiate partnerships and lead multi-country initiatives
- Customer-focused, strategic, and innovation-driven mindset
Why DHL Express
Join the world's most international company and play a pivotal role in shaping the future of our retail business across APEC!
