Direct and Retail Sales Manager
DHL Express
Total years of experience :24 years, 11 Months
• Coordinate the adoption of and compliance with DHL Express global sales process and facilitate a systematic approach for continual improvements through identification of grassroots issues and opportunities.
• Prioritize all sales opportunities for optimum allocation of resources and monitor efficient and effective resource utilization including devotion of sales time to highest value activities to deliver sales objectives and targets.
• Identify key drivers of long term business success and establish metrics to measure sales actions in terms of their contributions to overall business outcomes.
• Manage the team, establish KPIs and allocate targets, monitor individual and group performance regularly. Leverage the performance management system promoting adoption of behaviors to drive star performance and to clearly differentiate high performers from average performers.
• Conduct regular performance evaluations of products, channels, sectors, customers, sales executives and customer service representatives, assess variances from plan and implement on time effective corrective action plans.
• Lead, supervise, coach, motivate and empower staff through open communication, effective leadership, performance feedback, teambuilding exercises to maximize employee satisfaction leading to maximum productivity, business results and customer satisfaction.
• Develop and implement strategies for business development and customer acquisition to maximize volume and market share in the time definite international (TDI) express service business with a focus on the SME market.
• Establish and supervise the lead management process to generate and validate leads to maintain a robust sales pipeline in direct and retail channels with a steady flow of validated prospective customers.
• Implement effective loyalty strategies - including assigning of customers to the right channel, formulation and execution of effective promotions, sponsorships and events, action plans to activate down traders and reclaim lost customers multichannel and e-mail contact programs and establishment of onboarding process and sales contact tool - to retain existing customers.
• Participate in the development of pricing strategies for various products and supervise effective implementation to achieve revenue and margin objectives.
• Develop and implement strategies and plans to establish and sustain strong channel partnerships to increase market reach and serve cash customers.
• Responsible to maximize revenue opportunities in the Business Unit or Country and to manage internal and external customers’ relationships in order to achieve the ETS (Economy Transport Select) strategic goals.
• Responsible to Drives adoption and compliance to the Global Sales process. Identifies the grassroots issues and opportunities have a methodical approach for improvement.
• Responsible to Developing a comprehensive approach to key industries/sectors for the cluster (i.e. mining, GFPS, telecommunications, etc) to grow +2-3 pts ahead of business.
• Responsible to Priorities and manage the allocation of appropriate resources to efficiently and effectively achieve objectives and targets. Direct sales time to focus on the highest value activities.
• Responsible to frequently monitor individual and group performance against KPIs. Use the performance management system to ensure adoption of behaviors that drive star performance, meaningfully differentiating average and high performers.
• Responsible to Identifies key drivers that drive long term business success and measures actions in terms of their contribution to the outcome. Evaluates the performance of products, channels, sectors, customers, sales executives, CS reps against plan and take quickly adaptive actions if necessary.
• Responsible to negotiations and SLA for Contractors and Third Party agents
DHL - Express - SUDAN
Country Sales & Marketing Manager ($ 9 Million Revenue) Khartoum
Jan 2012 till to date
• Responsible to Customer acquisition and business development strategies to maximize TDI volume and market share growth, specially the SME market. Lead management process in place to ensure sufficient amount of suspects customers fed into the sales channels pipeline.
• Responsible to Comprehensive channel strategy to efficiently cover the market making it attractive and easy for customers to do business with DHL, including Cash (own stores & partnerships), Direct (Multi channel, Telesales), Field Sales, National Sales.
• Responsible to Plan to develop strong channel partnerships to increase our market reach and to serve cash customers.
• Responsible to Maximizing the use of global sales teams to grow strategic accounts +2-3 pts ahead of business.
• Responsible to Developing a comprehensive approach to key industries/sectors for the cluster (i.e. mining, GFPS, telecommunications, etc) to grow +2-3 pts ahead of business.
• Responsible to Implementing loyalty strategies to retain existing customers, including: customers assigned to the right channel, defining effective and efficient loyalty promotions/sponsorships/events, acting on down traders and lost customers, multi channel & email contact strategy, on boarding process and sales contact tool in place.
• Responsible to Support development and ensure implementation of the Pricing strategy.
• Responsible to Drives adoption and compliance to the Global Sales process. Identifies the grassroots issues and opportunities have a methodical approach for improvement.
• Responsible to Prioritise and manage the allocation of appropriate resources to efficiently and effectively achieve objectives and targets. Direct sales time to focus on the highest value activities.
• Responsible to Drive adoption of commercial tools available to expedite rep activities, increase customer loyalty and achieve results. Sales tools: i.e. COMET, Just Sell, SMS, GSI, i-present. Management Tools: i.e. GSIP Diagnostic Tool, Sparkle. Customer Tools: ecommerce tools (email ship, Web ship, Easy ship, IEO, Preview) . Have enough understanding of tools to be able to coach.
• Responsible to Employs stellar commercial people by aggressively applying screens that determine whether candidates display the required skills for the role.
• Responsible to frequently monitor individual and group performance against KPIs. Use the performance management system to ensure adoption of behaviors that drive star performance, meaningfully differentiating average and high performers.
• Responsible to Coaches the replicable behaviors that drive business results. Drives a culture of coaching within commercial/sales managers. Walks the talk, coaching based on example.
• Responsible to set challenging yet fair and achievable goals (IKO's/KPIs) with team members in line with country, regional and global targets.
• Responsible to Identifies key drivers that drive long term business success and measures actions in terms of their contribution to the outcome. Evaluates the performance of products, channels, sectors, customers, sales executives, CS reps against plan and take quickly adaptive actions if necessary.
• Responsible to Research skills in the areas of customer, market and competitors, and the ability to think creatively to apply that research
• Responsible to Manage all marketing communication and marketing requirements through effective management of the Marketing function
TNT - Express - Kuwait
Special Services Manager - Kuwait ($ 6 Million Revenue) Kuwait
August 2008 to April 2011
• Responsible to maximize revenue opportunities in the Business Unit or Country and to manage internal and external customers' relationships in order to achieve the SpS strategic goals.
• Responsible for Sales and Country Annual Budget
• Responsible for the country EBIT
• Responsible for maintaining and recertification's of all TNT Kuwait accreditations
• Negotiations and SLA for Contractors and Third Party agents (Special Services)
• Responsible to manage day to day activities for my team.
• Responsible to implement and monitor SpS internal processes and procedures in order to maximize efficiency and costs.
• Responsible to lead, motivate and empower staff through effective and open communication, excellent leadership, regular performance feedback and teambuilding, in order to maximize customer satisfaction, business results and employee satisfaction.
• Responsible to implement the agreed strategy for the profitable development of Special Services business within TNT Express.
• Responsible to set up operation capabilities (cost effective line haul Road and Air)
• Responsible to vendors evaluation and negotiation local and international (Trucking & Airline)
• Responsible to analysis data and provide accurate and timely reports to senior management in order to review and monitor the SpS strategy implementation.
• Responsible to contribute to the effective rollout of Divisional and Business Unit SpS and other cross-functional projects, through contribution of professional expertise and leadership.
• Responsible to comply with internal policies and procedures in order to en sure consistency across the Division.
• Responsible to comply with the company's corporate social responsibility, health, safety and environmental standards and responsibilities as identified within TNT Express management systems and effectively implement and maintain these management systems
DHL - Express - Saudi Arabia
Key Accounts Manager - Central Province ($ 4 Million Revenue) KSA, Riyadh
December 2007 to July 2008
• Development and management of a portfolio of large accounts
• Managing 4 territory managers with full responsibility of their target.
• Prospecting new Key accounts
• Answers to invitations to tenders (contractual, commercial and technical parts)
• Costing and pricing of proposals
• Negotiation, closing
• Create and foster a motivational work environment, which encourages professional development, team collaboration and high performance.
• Complete staff assessment and performance appraisal documents.
• Recruit, hire and train new inside sales representatives for openings within assigned sub team; maintain pool of qualified candidates.
• Represented the company in events and seminars.
• Contributed to the business development.
• Achieving successfully the yearly assigned target.
Territory Manager - Central Province ($ 2 Million Revenue) KSA, Riyadh
Jan 2007 to November 2007
• Maintaining & developing a diverse set of accounts in order to meet set budgets & targets.
• Generation of new business and acquisition of potential clients.
• Sales reporting and structuring as per global standards of DHL.
• DOS - meeting regular collection targets and ensuring ageing does not go beyond acceptable limits.
• Contributing to the overall targets of the team.
• Representing DHL to the best of one's ability and in line with core values of the group.
• Keeping a track of competitor activity within the territory in specific and understand trends in general on a country level.
• Thinking and acting in a service and/or sales oriented manner.
• Actively aligning DHL services portfolio through understanding the internal and external customer's needs.
• Creating and cultivating long-term business relationships as partnerships
• Achieving successfully the yearly assigned target.
Territory Manager - Yanbu, Meddina & Tabuk ($ 1.2 Million Revenue) KSA,
February 2004 - Dec 2006
• Maintaining & developing a diverse set of accounts in order to meet set budgets & targets.
• Generation of new business and acquisition of potential clients.
• Sales reporting and structuring as per global standards of DHL.
• DOS - meeting regular collection targets and ensuring ageing does not go beyond acceptable limits.
• Contributing to the overall targets of the team.
• Representing DHL to the best of one's ability and in line with core values of the group.
• Keeping a track of competitor activity within the territory in specific and understand trends in general on a country level.
• Thinking and acting in a service and/or sales oriented manner.
• Actively aligning DHL services portfolio through understanding the internal and external customer's needs.
• Creating and cultivating long-term business relationships as partnerships
TNT Express World Wide KSA, Riyadh
Area Manager
December 1998 - April 2000
• Covering my area by monthly visit plan and linked with the operation
• Prospecting and competitors analysis
• Maintained the existing customer
• Reporting to my management in Dubai
• Accounts management
TNT Express World Wide Khartoum- Sudan
Sales Executive
December 1995 - November 1998
• Visiting my existing customer and identify there requirements
• Visiting the new prospect and presentation my service in all products
Professional Skills
• Understanding of Express & distribution services industry;
• Express Industry Knowledge, including DHL, FedEx, UPS, TNT and Aramex.
• Excellent Man management & supervision skills
• Understanding of Middle East commercial interface.
• Managerial, human resource, auditing & accounting skills;
• Communications & public relations skills, including customer care and problem solving skills.
• Profitable negotiation skills.
• Selling skills, process flows, setting action plans and integration between business units.
• Professional presentations skills.
• Computer skills.
MTC-KSA (ZAIN) generating $ 1.5 million per year. Gained in March 2008
➢ Archiving Solution
➢ Trade Marketing Installation for 3000 point of sales
➢ Core business (Inbound, outbound & domestic distribution)
➢ IT solution for reporting
➢ Where house management with 2 implants under my supervision.
Integrated Telecom Company (ITC) generating $ 500K per year. Gained in May 2008
➢ Strategic Inventory Management .
➢ Core business (Inbound, outbound & domestic distribution)
Kuwait Finance House (KFH) generating $ 1.7 million per year. Gained in March 2010
➢ Data Validation Solution (Handling with 3 CS agents and one Coordinator)
➢ Card Distribution Solutions (handling with 4 Ground couriers and one Female courier)
➢ Core Business (Inbound, Outbound & Domestic Distribution)
➢ IT Solution for reporting.
➢ Mail Room Management Solution (Under Negotiation)
➢ Archiving Solution (Prospect)
• Visiting my existing customer and identify there requirements
• Visiting the new prospect and presentation my service in all products
Al Nilein University, Khartoum, Sudan.