Country Retail Manager at DHL Worldwide Express Kenya Ltd (2017-09 – 2026-02)
Led and scaled upwards the national retail network, driving over 27% of total country revenue, 40% of sales annual growth and significant footprint (brick-and-mortar) expansion countrywide.
- Built and supported sales and retail strategy, operational enhancement, departmental and organizational initiatives to foster sustainable growth and profitability realization.
- Orchestrated introduction of flagship products resulting to consistent growth of sales accounting for 75% of annual revenue retail centres.
- Cultivated strategic partnerships countrywide to grow and manage over 175 retail partner outlets year to date and 10 company-owned Retail service points via sustainable sales strategy emphasizing key customer solutions for both acquisitions and retention.
- Drove the implemented of digital payments platform achieving 100% cashless payment processing across the 175 retail partner stores and service points nationwide
- Recognized for leading continuous process improvement both locally and globally through voice of the customer (VOC-Medallia) and voice of the business (VOB-First Choice) initiatives focused on service quality excellence and optimizing Retail SOP infrastructure.
- Spearheaded the nationwide implementation of Retail Omnichannel, calibrating brick-and-mortar functions to enhance service accessibility and operational efficiency, with full cross-functional adoption.
- Designed and executed comprehensive retail growth acceleration strategies and solutions addressing pricing, product mix, marketing, and customer engagement to deliver sustainable growth
- Owned Retail P&L optimization initiatives aligning cost control and productivity with service excellence supporting sustained overall topline growth.
- Spearheaded cross-departmental collaboration across Sales, Finance, IT, Operations, and Customer Service accelerating decision-making and improving operational excellence
- Delivered high impact in-person, virtual, and hybrid training programs for internal teams and external partners; supporting capability in people learning and development. Designed scope for Retail partnerships strategic empowerment.
- Fortified adherence to infrastructure enhancement, regulatory standards and process improvement initiatives to uphold accountability and risk management.
- Championed growth initiatives stimulating customer acquisition, retention, and margin improvement across B2B B2C and C2C segments resulting in quantifiable commercial sales growth.
- Drove and illustrated best practice in Commercial compliance negotiations and facility management and reinforcing governance in stakeholder management.
- Invested in coaching by nurturing competencies through focused training, soft-skills development, performance evaluation, empowering and enabling individual and team to unlocking their potential.
Retail Service Point Supervisor at DHL Worldwide Express Kenya Ltd (2015-10 – 2017-08)
Spearheaded a business expansion of owned service points from 8 to 9, expanding retail presence and improving customer access, market coverage while ensuring operational excellence.
- Drove retail performance, achieving growth 75% of total retail revenue monthly through targeted strategies.
- Provide team leadership and staff management of the frontline service point advisors in the 9 service points through supervisory excellence, motivation strategies to deliver quality service.
- Ensure high quality customer service management, timely resolve customer claims, complaints or escalate issues appropriately.
- Provide operational oversight to ensure efficiency and compliance, manage inventory, daily cash handling and reconciliation processes, and adherence to company policies, procedures and health and safety regulations.
- Spearhead sales growth and performance measures by driving sales target, monitor daily Key performance indicators in sales, customer satisfaction and service turnaround times. Implement promotional activities and marketing initiatives as guided by management.
- Implement reporting and compliance measures through prepared daily, weekly, monthly operational and sales reports, ensure compliance with corporate standards audit and regulatory requirements
Key Account Executive at DHL Worldwide Express Kenya Ltd (2015-07 – 2015-09)
Manage relationships within strategic customer portfolio (local and global accounts held in country) guaranteeing ongoing value provision by company.
- Manage relationships within strategic customer portfolio (local and global accounts held in country) guaranteeing ongoing value provision by company.
- Advance revenue growth and retention strategies to guarantee achievement of revenue objectives and margins
- Completed performance analyses and reporting actions, yielding insights for strategic initiatives.
- Flagged potential risks and growth opportunities, ensuring timely resolution on claims, track and trace and 100% booking completed daily.
- Provided critical feedback for strategic plans through comprehensive review processes.
Customer Service Advisor and Service Point Advisor at DHL Worldwide Express Kenya Ltd (2011-02 – 2015-06)
Refined express service desk management through enhanced process development of cash import express and implementation that was adopted across Sub Saharan Africa.
- Refined express service desk management through enhanced process development of cash import express and implementation that was adopted across Sub Saharan Africa.
- Efficient coordination of network exports and imports, driving proactive services to optimize revenue generation and customer retention for both corporate and retail clients.
- Executed solid principles in service excellence, optimizing sales support and operational efficiency to elevate sales growth and reinforce customer loyalty with reduction of claims to below 5 per month, 100% remote bookings completed within 48 hours.
- Boosted revenue by implementing targeted upselling and cross-selling techniques to include leads conversation, cold calls and customer visit
- Ensured compliance with operational standards by monitoring daily service point performance. Elevated customer satisfaction levels through strategic sales initiatives, valuated team service metrics to drive continuous improvement in performance.
- Managed comprehensive shipment processing ensuring accuracy compliance with logistics and customs regulations and efficient handling of documentation and transactions.
- Maintained accurate inventory through diligent management practices. Performed cash reconciliation to uphold financial integrity. Prepared daily comprehensive reporting on cash flow and inventory status.
