RETAIL OPERATIONS HEAD

Job Description : RETAIL OPERATIONS HEAD PAN INDIA The Head of Retail Operations will lead and oversee the performance, profitability and operational excellence of the company's pan-India retail network, comprising both Company-Owned Stores (COCO) and Franchisee-Owned Stores (FOFO). The role will drive sales growth, ensuring brand consistency, enhancing customer experience, optimizing operational efficiencies, and building strong franchise relationships while delivering sustainable business results. Key Responsibilities: Retail Business Performance: - Drive revenue, profitability, and productivity across all company-owned and franchise-operated stores - Develop and implement retail strategies aligned with organizational growth objectives - Monitor key business metrics, including sales, conversion, average transaction value (ATV), inventory turns, and store profitability - Identify opportunities for business expansion and operational improvements Store Operations Management: - Ensure seamless day-to-day operations across all retail locations - Develop, standardize, and enforce operational SOPs, policies, and compliance frameworks - Drive operational excellence through process optimization and cost management - Ensure stores maintain high standards of visual merchandising, housekeeping, safety, and customer service Franchise Management: - Build and maintain strong relationships with franchise partners - Support franchisees in achieving business targets through operational guidance, training, and performance reviews - Ensure franchise compliance with brand standards, operating procedures, and commercial agreements - Resolve operational issues and drive corrective action plans where necessary Customer Experience & Brand Standards: - Champion a customer-first culture across the retail network - Monitor customer satisfaction metrics and implement initiatives to enhance customer experience - Ensure consistent execution of brand standards across all stores - Drive service excellence through regular audits, training, and feedback mechanisms Team Leadership & Capability Building: - Lead and mentor regional, zonal, and store operations teams - Establish performance management systems and succession planning initiatives - Identify training needs and develop capability-building programs - Foster a high-performance and accountability-driven culture Inventory & Supply Chain Coordination: - Collaborate with merchandising, planning, and supply chain teams to ensure optimal inventory availability - Monitor stock health, replenishment cycles, shrinkage, and inventory accuracy - Drive initiatives to reduce stock losses and improve inventory productivity New Store Expansion & Projects: - Support store expansion plans including site readiness, store opening processes, and operational setup - Ensure smooth launch and stabilization of new stores - Collaborate with cross-functional teams on retail transformation initiatives and technology implementations Financial & Commercial Management: - Manage store operating budgets and profitability targets - Monitor operating expenses and identify cost optimization opportunities - Review store-level financial performance and drive corrective actions where required - Ensure adherence to financial controls and audit requirements Compliance & Governance: - Ensure compliance with all statutory, legal, safety, and company regulations - Conduct periodic operational audits across company-owned and franchise stores - Implement risk mitigation measures and governance frameworks Key Performance Indicators (KPIs): - Revenue Growth - Same Store Sales Growth (SSSG) - Store Profitability (EBITDA) - Franchisee Performance Index - Customer Satisfaction/NPS Scores - Inventory Accuracy & Shrinkage Control - Store Audit Compliance Scores - Employee Productivity Metrics - New Store Opening Success Rate - Staff Retention & Engagement Qualification & Experience: - Master's degree in Business Administration, Retail Management, Commerce or related field - Minimum 12+ years of retail operations experience - Proven experience managing large-scale multi-location retail networks across India - Strong exposure to both company-owned and franchise retail formats

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