Role Overview

DTDC is looking for a dynamic and commercially driven National Retail Manager to lead the performance and growth of DTDC’s company-owned customer contact points across India.

This role will own the P&L, sales growth, branding, and customer experience across DTDC’s retail touchpoints. The National Retail Manager will work at the intersection of retail operations, sales strategy, and brand experience, ensuring that DTDC’s physical presence reflects the strength and reliability of the brand.

The role requires a balance of strategic thinking and field execution, including frequent visits to retail locations to drive performance, standardise experience, and identify growth opportunities.

The National Retail Manager will lead a team of 10 members across field and corporate roles and will play a key role in shaping DTDC’s retail strategy across both physical stores and the MyDTDC app ecosystem.

Key Responsibilities

• Retail P&L Ownership
• Own the national P&L for DTDC’s company-owned retail network
• Drive revenue growth, cost optimisation, and profitability across retail locations
• Monitor store-level performance metrics and take corrective actions where needed
• Retail Sales Strategy
• Design and execute the national sales strategy for DTDC’s retail network
• Identify opportunities to increase walk-in sales, customer conversions, and repeat usage
• Create retail-led initiatives to grow adoption of the MyDTDC app
• Work closely with marketing and product teams to design retail-led customer acquisition program
• Retail Network Performance & Field Leadership
• Lead regular field visits to retail stores across India
• Ensure operational discipline and sales focus at store level
• Identify performance gaps and coach regional teams to improve outcomes
• Work with operations to ensure retail stores maintain high service standards
• Brand Experience & Retail Visibility
• Ensure all company-owned contact points reflect DTDC’s brand identity and service promise
• Maintain consistent store design, visual merchandising, and communication standards
• Drive in-store branding initiatives to enhance customer engagement
• Customer Experience
• Establish retail service benchmarks across the network
• Monitor customer feedback and drive improvements in the retail experience
• Work with customer support teams to resolve recurring customer issues
• Ensure the physical retail experience aligns with DTDC’s digital ecosystem
• Digital Integration (MyDTDC App)
• Drive awareness and adoption of the MyDTDC app through retail stores
• Develop strategies to convert walk-in customers into digital users
• Work with the product and marketing teams to ensure seamless integration between physical and digital journeys
• Team Leadership
• Lead and manage a team of approximately 10 members across field and corporate roles
• Build a high-performance retail team focused on sales growth and customer experience
• Set clear targets, review performance regularly, and develop talent within the team

Key Metrics for Success

• Retail network revenue growth
• Store-level profitability
• Walk-in customer conversion rates
• MyDTDC app adoption through retail
• Customer satisfaction scores
• Consistency of brand experience across stores

Candidate Profile

Experience

• 8–12 years of experience in retail operations, retail sales, or network-led businesses
• Experience managing multi-city retail operations
• Strong exposure to P&L management
• Experience in consumer-facing businesses preferred
• Industries that may fit well:
• Retail chains
• Telecom retail networks
• BFSI distribution
• Logistics / mobility networks
• QSR or service retail

Skills

• Strong commercial and analytical mindset
• Ability to balance strategy and execution
• Strong field leadership capabilities
• Customer experience orientation
• Stakeholder management across functions
• Personal Attributes
• Highly ownership-driven
• Comfortable working in a fast-paced operational environment
• Strong problem-solving ability
• Willingness to travel frequently for field visits