DHL Express Lebanon - Retail or Food Service Hero of the Year

Company: DHL Express Lebanon
Company Description: DHL is present in over 220 countries and territories across the globe, making it the most international company in the world. With a workforce exceeding 285,000 employees, we provide solutions for an almost infinite number of logistics needs. DHL is part of the world's leading postal and logistics Group, Deutsche Post DHL.
Nomination Category: COVID-19 Response Categories
Nomination Sub Category: Retail or Food Service Hero of the Year

Nomination Title: Retail Heroes 2020-2021

Shout out to those Heroes who fought and are still fighting COVID-19 in their own way!Shout out to those Heroes who stood up, supported their colleagues and made sure the world keeps moving!DHL Lebanon Retail agents were always ready to support all countries by handling,packing,coordinating and following up urgent medical shipments &coping with the booming of ecommerce.

With them being available 24/7,Customers were able to overcome many challenges due to lockdowns.Since Covid-19 is spreading widely and uncontrollably in Lebanon,those agents didn’t step back any day.Lebanon was not only hit dramatically by COVID this year but also had a massive explosion which ruined Beirut Port and half of the capital’s buildings back in August20,in addition to some serious economic crisis,currency devaluation and protests combined with unrest and clashes between protesters and the government.

The retail team was ready to overcome those risks and challenges like usual and keep shinning!!!

Let’s describe in few words the achievements done during that critical year:

-All DHL Express service points are operating with full efficiency even during lockdown where most of the competitors are closed.
-Achieved a 73% growth on revenue/day.
-Achieved a 27 % growth on shipments/day.
-Achieved a 157 % growth on weight/day.
-Accomplished a 42% growth on revenue in2020.
-Promoted and sold the products and value added services of DHL achieved 35% Upselling rate.
-Attracted 46% New Retail Customers.
-Provided support to Call center Frontliners as the number of calls increased by 30% in 2020.
-Attributed with 2410 leads/year to the Sales team with 75% conversion rate of potential new businesses.
-Reopened the temporary Beirut Central District Branch after 2 intense incidents:First the total burnt of the permanent office by protestors and second the destruction of the temporary office by the explosion.
-Won the Retail Country of the year award 2020 in the Inter-MENA competition Tier2.

MENA Head of Retail,Mr.Ziad Ziadeh congratulated the team:“All Retailers have demonstrated every single DHL attribute during one of the most difficult year we could have experience in our DHL Lives!Well Done"