Country Service Point Manager, Vietnam

Job description

Ref: req36551

We are currently seeking a Country Service Point Manager, Vietnam to join DHL eCommerce in Vietnam!

The Country Service Point Manager, Vietnam will be responsible for developing a new strategy and constructing a profitable network of DHL ServicePoints in major cities in Vietnam.

Essential Duties and Responsibilities

Customer & Stakeholder Management

• Setup a network of first mile and last mile DHL ServicePoints for the convenience of senders and recipients

• Provide DHL products and services to walk-in customer at DHL ServicePoints

• Establish trusting and mutually beneficial relationships to tap on the retailers' network and location 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 3 rd party ServicePoints shops, at the same time, ensuring adherence to company policies & procedures.

• Liase with, co-ordinate, consult with local x-functional teams to setup this new business and manage daily operations

• Work with regional product owners and functions to constantly implement new ideas for reach and cost optimization

Process Management

• Study the cash customers profile and analyse competitive landscape

• Conduct feasibility study where appropriate

• Develop a ServicePoint strategy for the cash market

• Develop a winning and viable retail business strategy for the country

• Develop strategy implementation plan(s), detailing key objectives, tasks, timelines and budgets

• Identify and negotiate with retailers who have a large presence, no. of outlets or network of customers nationwide (e.g. national convenience store chains, office goods delivery companies, etc)

• In consultation with Marketing and Operations, construct a network of ServicePoints with strong DHL branding

• Establish, operate and maintain an efficient retail operating system (people, process and system) to maximise and sustain a steady revenue stream from ServicePoints

• Continuously improve, refresh and revitalise products and services to meet changing customer needs

• Working jointly with Marketing, develop creative and impactful products, services and programmes to grow the retail business

• Implement measures for continuous cost optimization

• Closely monitor and optimize process and product quality across the ServicePoint network

• 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 problems

• Compile monthly reports detailing service standards and performance of the retail business segment

Team Management

• As the retail business is established, the incumbent will develop a team of retail professionals

• Develop KPIswith cross functional teams (Marketing, Ops, CS) and monitor individual performance

• Identify training and development needs for subordinates and self.

• Develop strong skills and capabilities of subordinates

• Contribute to the team effectiveness of cross-functional projects.

Desired Skills / Qualifications

• Minimum of 2-3 years' strategic planning experience in retail/ ecommerce or express logistics.

• Strong negotiation skills.

• Strong English (written and spoken) comprehension and communication are essential.

• Experience of retail channel development and network management in similar industry

• Partner development and partner management skill

• Knowledge and understanding of the retail trade from a service perspective.

• Comprehensive knowledge of the eCommerce industry.

Minimum Educational Qualification

• Educated to tertiary level, preferably with degree in Business Management or a commercially oriented subject (eg MBA, Commercial, etc)