Cluster Manager - Retail

Job Title – CLUSTER MANAGER-RETAIL

Introduction

DHLis a leading global brand in the logistics industry.DHL’s family of divisions offers an unrivalled portfolio of logistics services, ranging from national and international parcel delivery, international express, road, air and ocean transport, to industrial supply chain management. With its unrivalled presence in developing markets,DHLis decisively positioned as “THE logistics company for the world”.

DHL Express is a company that pioneered cross-border express delivery in 1969 & now is active in more than 220 countries and territories worldwide. We connect people and improve their lives. And we do it by being uncompromisingly customer-centric and delivering excellence day in and day out. By bringing people together and making life simpler – for our customers, our employees, our investors, and our society – we help make the world a better place.

Role Descriptor

DHL express is looking for a Cluster Manager to join & lead our team. He/she will be responsible for the revenue generated from a geographically assigned sales cluster (or business portfolio), by servicing & retaining existing customers and targeting new business opportunities. Also responsibility will be of retail facility management in that cluster.

Role Details

• Role title : Cluster Manager
• Corporate/Business : DHL Express
• Department/Function : Commercial-(Sales)
• Job family : Express IN Retail Sales
• Reports to : Retail Sales Manager

Key Responsibilities

• Manage a portfolio of customers and potential customers via personal sales visits, using face to face contact to provide a ‘personal service’.
• Develop a customer base-

o To secure continuous business from new and existing customers on a regular basis through data points from POS and retail service points.

o Build a strong client relationship

o To ensure that service is of highest quality and gives business to customer’s maximum potential.

• Action all leads that appear in POS LMS through telecalling from counter staff at store with check on conversion of those leads.
• Make strategies for catchment activity mapping programme and adhere to it as per consultation with sales management
• Scope of market to identify new opportunities for business and visiting the customers to get them on board using DHL selling tools.
• Act as the customers’ main point of contact, by liaising closely with the relevant departments within DHL to ensure that their queries, problems or issues are dealt with appropriately.
• To continually develop knowledge of DHL’s products/services and general commercial awareness in order to provide the best possible solutions to the customers.
• Ensure co-operation with other members of the sales team, retail support team.
• Ensure all special contracts for high potential customers are cost effective for the company.
• Develop a working relationship with the relevant support departments e.g. Operations, Finance to ensure they are kept up to date with all issues relating to customers. All non-sales activities or diversionary activities should be handled by Support team or Customer Support Executives.
• Produce information for management necessary to evaluate performance vs. key performance indicators.
• Meet regularly with Sales management to evaluate the personal sales plan/strategy to ensure that the required revenue and shipment results can be achieved.
• Complete all sales reporting requirements in a timely manner, which includes daily sales reports, update on catchment activities and telecalling by stores.
• Control all documentation and data relating to customer visits, agreements and terms of reference to ensure that customer information is maintained accurately in the customer database.
• Analyse and monitor customer data to measure success and identify fluctuations/trends and decide on the relevant actions to be taken.
• Adhere to regional standard profit margins.
• Formulate a personal sales plan that incorporates initiatives for identifying and gaining new business prospects and maximises growth within the existing customer base.
• Incumbent has direct reportees who are outsourced and contracted through third party (counter staff).
• Check attendance of counter staff and oversee any admin support they may require.

Skills Required

• Good communication skills
• Excellent interpersonal skills
• Self-motivated.
• Good presentation and analytical skills
• Display team working skills
• Working knowledge of DHL Products & Services

Profile Requirements

(Experience/Certifications/Qualifications/Licenses)

• Minimum 3 years sales experience
• Graduate. MBA Preferred

Profile Requirements

(Experience/Certifications/Qualifications/Licenses)

• Minimum 3 years sales experience
• Graduate. MBA Preferred