DSLR - Retail Operations Lead - West Region

Description:

Role & responsibilities

1. Customer Experience & NPS Ownership

- Own and consistently improve NPS across all stores in the West region

- Ensure a superior, consistent, and differentiated in-store experience aligned with brand values

- Translate customer feedback and insights into actionable improvements across stores

- Drive a culture of customer obsession within store teams

2. Operational Excellence & SOP Adherence

- Design, implement, and enforce robust daily SOPs across all West region stores

- Ensure discipline in store opening/closing, VM upkeep, trial room experience, billing hygiene, and service standards

- Conduct regular audits and reviews to maintain execution quality

- Build systems that ensure consistency without heavy central intervention

3. Conversion & Store Productivity

- Drive store conversion across the region through strong on-ground execution

- Enable teams with clear selling frameworks, training, and daily targets

- Identify and act on levers like walk-in quality, staff engagement, VM, and assisted selling

- Track and improve key store metrics: conversion, AOV, UPT, and Revenue per sqft

4. Inventory & Merchandising Discipline

- Ensure optimal inventory availability across sizes and key styles in all stores

- Drive strong inventory hygiene through defined refresh cycles and SOPs

- Minimize dead inventory while maximizing sell-through

5. Team Building & Performance Culture

- Hire, train, and manage high-performing store teams across the region

- Build strong store leadership through capable Store Managers

- Drive retention through clear growth paths, feedback systems, and recognition

- Design and implement effective incentive structures aligned with business goals

6. Scaling Store Operations

- Build scalable systems and processes to support rapid expansion across the West region

- Ensure consistency in execution across all locations as the network grows

- Support new store launches from pre-opening readiness to post-launch stabilization

- Continuously improve playbooks for store operations, staffing, and performance

7. Data & Performance Management

- Track, analyze, and act on store-level data and KPIs across the region

- Identify trends, gaps, and opportunities across locations

- Drive accountability through structured reviews and performance tracking

- Use data to inform decisions on staffing, inventory, and operations

Preferred candidate profile

- 5-8 years of experience in retail operations, preferably in fashion/lifestyle

- Proven experience in managing multi-store operations across a region

- Strong bias for action and high ownership mindset

- Deep understanding of retail metrics and store-level levers

- Ability to build systems, not just manage day-to-day operations

- Strong people leadership and team-building capabilities

- Comfort working in an agile & fast-paced, high-growth environment