At DHL, we do more than deliver packages—we connect people, businesses, and communities across the globe. With a presence in more countries than any other logistics provider, DHL has defined global logistics for over four decades. We take pride in being the pioneers of international cross-border shipping, and we thrive on the connections we make every day. It is this spirit that makes us more than just a logistics company. It makes us a force that unites the world, one shipment at a time.
Joining DHL isn’t just about getting a job—it’s about becoming part of a movement to make life better for people around the world through connectivity, efficiency, and excellence. We’re seeking committed professionals ready to grow with us and make an impact. If you’re motivated by purpose, driven by performance, and excited about possibilities, then we want to hear from you.
We are currently hiring for the role of Retail Executive to be based at our Nairobi operations. This is a critical role within our Sales and Business Development team, offering a dynamic and engaging work environment with opportunities for growth and meaningful contribution.
Position: Retail Executive
Career Function: Sales
Job Family: Retail
Career Stream/Level: Professional/Experienced Professional
Reports To: Sales or Retail Manager (depending on structure)
Management Responsibility: Individual contributor role (no direct reports)
Job Purpose
The Retail Executive plays an essential role in executing retail strategies and implementing processes that support the overall business direction of DHL Express Kenya. The position is primarily responsible for data analysis, forecasting, performance reporting, and execution of retail-related activities in alignment with company objectives and global guidelines.
The role requires a results-oriented professional with a keen eye for retail operations, data-driven decision-making, and the ability to collaborate across teams. You will be expected to manage retail workflows, ensure seamless store operations, and directly contribute to enhancing customer satisfaction and revenue growth.
Key Responsibilities
1. Implementation of Retail Strategy
- Execute prescribed retail plans and operational processes as directed by management.
- Analyze sales and operational data to provide performance insights.
- Prepare and submit regular reports on store performance, market conditions, and customer trends.
- Participate in retail forecasting activities to support business planning and inventory management.
2. Store Operations Management
- Ensure that all store operations are in line with company policies, safety protocols, and retail standards.
- Support daily operations such as merchandise receiving, shelving, labeling, and monitoring inventory levels.
- Reconcile daily, weekly, and monthly sales data to measure the store’s financial performance.
- Identify areas of underperformance and implement initiatives to boost sales and efficiency.
3. Customer Relationship Management (CRM)
- Engage customers effectively to understand their needs and offer tailored logistics solutions.
- Promote DHL’s value-added services, loyalty programs, and special offers.
- Manage customer queries, complaints, and feedback with professionalism and a focus on resolution.
- Drive customer acquisition, cross-selling, and up-selling in line with DHL’s business objectives.
4. Team Collaboration and Support
- Participate in team meetings and support coordination for multi-store initiatives including:
- New store opening activities
- Sales events and promotional campaigns
- Incentive and payroll planning activities
- Cross-functional collaboration with non-sales teams
- Foster teamwork and promote a high-performance work culture within retail operations.
5. Performance & Quality Assurance
- Monitor retail KPIs and take corrective measures to achieve sales targets and service standards.
- Work with management to ensure compliance with internal controls, including inventory accuracy and cash handling.
- Implement audit recommendations and ensure continuous process improvement.
6. Safety & Security Compliance
- Follow and enforce safety and security procedures in store environments.
- Train or guide junior staff on safety standards where required.
- Ensure that retail premises are secure and all assets are protected.
Stakeholder Engagement
- Support colleagues within the retail and sales functions to ensure seamless workflows.
- Build and maintain strong relationships with key stakeholders, both internal and external.
- Communicate effectively with cross-functional teams including logistics, finance, and customer service.
- Respond promptly to stakeholder concerns and work towards resolution in alignment with company policies.
Skills and Competencies
To succeed in this role, the candidate must demonstrate strong business acumen, excellent interpersonal skills, and a deep understanding of the retail sales environment. The following competencies are highly valued:
Sales and Customer Skills
- Sales Forecasting and Target Management
- Customer Satisfaction and Relationship Building
- Cross-Selling and Product Demonstration
- Complaint Handling and Conflict Resolution
- CRM and Customer Acquisition
- Persuasion and Influencing
Operational and Analytical Skills
- Inventory and Store Management
- Budgeting and Sales Reporting
- Retail Planning and Execution
- Business Strategy Alignment
- Knowledge of DHL’s Business Processes
- Market Research and Product Positioning
Communication and Presentation Skills
- Clear and Persuasive Communication
- Stakeholder Management and Facilitation
- Presentation and Storytelling for Retail Concepts
- Feedback Integration and Problem Solving
Technological and Digital Fluency
- Proficiency in retail management systems and tools
- Familiarity with CRM platforms and sales tracking software
- Ability to work with data analytics tools and Excel
Experience and Qualifications
Education
- Bachelor’s Degree or equivalent qualification is required.
Experience
- Minimum of 2 years in a retail, sales, or customer-facing role.
- Experience in logistics, e-commerce, or service-oriented retail is an added advantage.
- Proven track record of meeting or exceeding sales targets and managing customer relationships.
- Prior exposure to multi-store operations or new store setups is desirable.
Why Join DHL?
DHL is more than just a workplace—it is a global family that thrives on innovation, teamwork, and dedication to service. As the world’s most international company, we value inclusion, diversity, and personal development.
When you join DHL, you become part of a legacy that has reshaped how people and businesses connect across borders. You’ll work alongside some of the best professionals in logistics, gain access to global learning resources, and benefit from a work culture that prizes collaboration, excellence, and purpose.
This role is perfect for someone who wants to elevate their career in retail and customer service within a globally recognized logistics leader. You’ll enjoy continuous support, global exposure, and the opportunity to make a direct impact on how people and businesses interact in a fast-paced, borderless world.
Application Instructions
To apply for the Retail Executive position, kindly submit your application via the official DHL careers portal or the designated recruitment channel for DHL Express Kenya.
Only shortlisted candidates will be contacted. DHL is an equal opportunity employer and encourages individuals from diverse backgrounds to apply.
Note: This role is based in Nairobi, Kenya, with less than 25% travel expected.
If you’re ready to help the world connect better—starting with your own career—then this opportunity is made for you.
