Job Description

Job Title:

Manager - One Retail

Function:

Retail & Partner Channel

Reports To:

Head - Retail and Partner Channel

Location:

Mumbai, India

About Blue Dart Express India

Blue Dart Express India, a leader in the logistics and express delivery sector, is part of the DHL Group. We provide reliable, time-sensitive delivery solutions to over 37,000+ locations across the country. Our robust domestic network and unmatched infrastructure position Blue Dart as a critical player in India's logistics industry. We take pride in innovation, service excellence, and building a high-performance workforce that drives sustainable business growth.

Our Retail team is responsible for expanding and enhancing Blue Dart's retail presence, ensuring a seamless experience for customers across our vast network. With the rise of e-commerce, omnichannel retail, and growing consumer expectations, retail and partner channels play a critical role in ensuring seamless, customer-friendly, and efficient logistics solutions.

Position Overview

The Manager - One Retail will be responsible for driving retail expansion, optimizing store operations, and strengthening partnerships to enhance Blue Dart's presence across India. The role will focus on improving retail service quality, streamlining operations, and maximizing revenue opportunities through direct retail outlets and partner networks.

The incumbent will work closely with cross-functional teams, franchise partners, and technology teams to enhance Blue Dart's retail service model while ensuring a consistent and superior customer experience.

Job Purpose

The role is focused on enhancing Blue Dart's retail footprint and customer engagement strategy by developing scalable retail models, driving sales, and improving service offerings across all retail and partner locations.

Key Responsibilities

Retail Strategy & Expansion

Develop and implement strategies to enhance the One Retail model across company-owned outlets and partner locations. Identify new retail expansion opportunities, including high-footfall areas, franchise models, and strategic partnerships. Collaborate with real estate and operations teams to identify ideal locations for new retail outlets and optimize existing store performance.

Sales & Revenue Growth

Drive revenue growth through retail sales, service upselling, and cross-selling initiatives. Identify and execute sales acceleration programs, leveraging data analytics to enhance customer acquisition and retention. Work closely with the commercial and product teams to introduce new services and optimize pricing models for retail customers.

Customer Experience & Service Excellence

Enhance the in-store customer experience, ensuring seamless transactions, minimal wait times, and personalized service. Implement and track customer satisfaction metrics, addressing key areas of improvement for retail operations. Standardize training programs for frontline retail staff and franchise partners to ensure consistent service quality.

Retail Operations & Process Optimization

Streamline store operations, inventory management, and logistics coordination to improve efficiency. Implement technology-driven solutions, such as self-service kiosks, digital payments, and mobile-based customer support. Collaborate with internal teams to reduce operational bottlenecks and enhance last-mile delivery efficiency.

Franchise & Partner Network Management

Strengthen relationships with existing franchise and partner networks, ensuring alignment with Blue Dart's service standards. Develop strategies to expand the partner network, including collaborations with retail chains, convenience stores, and third-party logistics providers. Establish a governance model to monitor partner compliance, performance, and customer service quality.

Digital Engagement & Sales Programs

Launch and scale cash-to-digital sales initiatives to increase digital transaction adoption. Drive bookings through the Blue Dart App by promoting its adoption among customers. Work with marketing and technology teams to enhance the functionality, visibility, and customer engagement for digital sales channels.

Data Analytics & Market Insights

Utilize data-driven insights to track sales performance, customer behavior, and operational efficiency. Conduct market research and competitive benchmarking to identify industry trends and customer expectations. Implement dashboards and reporting frameworks to monitor retail KPIs and drive continuous improvement.

Stakeholder Collaboration & Leadership

Work closely with regional teams, product teams, and digital transformation units to align retail initiatives with business objectives. Lead cross-functional projects that improve retail performance, innovation, and digital adoption. Act as a strategic partner to leadership in shaping long-term retail strategies and market positioning.

Qualifications & Experience

Education

Essential: MBA/PGDM in Marketing, Retail Management, or Business Strategy. Preferred: Certification in Retail Operations, Omnichannel Strategy, or Franchise Management.

Experience

Overall: 8-12 years of experience in retail operations, sales, or franchise management, preferably in logistics, e-commerce, or service industries. Proven expertise in retail strategy development, customer experience optimization, and sales acceleration. Strong background in franchise/channel partner management, store performance analytics, and digital retail transformation.

Technical Skills & Competencies

Core Technical Skills

Expertise in retail store operations, partner channel management, and sales optimization. Strong understanding of omnichannel retail, digital payments, and last-mile delivery strategies. Proficiency in data analytics tools for retail performance tracking and market intelligence.

Behavioural Competencies

Strategic Thinking: Ability to develop long-term retail growth strategies aligned with business objectives. Customer-Centric Approach: Passion for enhancing retail service quality and improving customer satisfaction. Execution Excellence: Strong project management skills to implement retail initiatives effectively. Collaboration & Leadership: Ability to work with cross-functional teams and partner networks to drive results.

Key Performance Indicators (KPIs)

S. No.

Key Result Areas

Key Performance Indicators (KPIs)

1



Retail Expansion



Growth in the number of One Retail locations and partner networks



2



Revenue Growth



Increase in retail sales and service upselling



3



Customer Experience



Improvement in Net Promoter Score (NPS) and customer satisfaction metrics



4



Operational Efficiency



Reduction in transaction time and process bottlenecks



5



Partner Network Performance



Compliance, service quality, and performance of franchise partners