Experience Center Head - Retail Operations

Experience: 10-12 Years

Role: Experience Center Head

Employment Type: Full Time, Permanent

Role Category: Retail Store Operations

Industry: Retail / Home Interiors / Luxury Furniture

Department: Retail & E-commerce / Merchandising

Job Description:

- We are looking for an experienced Experience Center Head to lead the end-to-end operations, sales, customer experience, and P&L of a premium experience center/showroom.

- The ideal candidate will have strong experience in retail sales and operations, with a proven track record of managing premium retail stores, showrooms, or experience centers. Experience in modular kitchens, wardrobes, luxury furniture, home interiors, or allied premium products is highly preferred.

- The role will be responsible for achieving revenue and profitability targets while ensuring exceptional customer experience, operational excellence, and high-performing teams.

Key Responsibilities:

P&L & Business Performance:

- Own the complete P&L of the Experience Center and drive revenue and profitability.

- Achieve monthly, quarterly, and annual sales and revenue targets.

- Develop and execute business plans to improve sales, margins, conversion, and overall store profitability.

- Track key business metrics including footfall, lead conversion, average order value, sales pipeline, and revenue realization.

- Identify opportunities to increase revenue through cross-selling, upselling, and allied product categories.

Sales & Customer Experience:

- Lead showroom sales across modular kitchens, wardrobes, living furniture, and allied home-interior products.

- Drive the complete customer journey from lead generation and consultation to design, order closure, and handover.

-Develop strong relationships with premium customers and ensure a high-quality showroom experience.

- Monitor sales performance and implement strategies to improve conversion rates and average ticket size.

- Handle key customer escalations and ensure timely resolution of customer concerns.

- Work closely with design and sales teams to convert customer requirements into successful business opportunities.

Store & Operations Management:

- Own the overall Experience Center operations, ensuring smooth and efficient day-to-day functioning.

- Maintain high standards of showroom presentation, visual merchandising, product displays, and customer experience.

- Ensure adherence to company policies, SOPs, operational processes, and compliance requirements.

- Monitor inventory, product displays, samples, pricing, promotional material, and store assets.

- Coordinate with central teams such as marketing, supply chain, design, finance, and customer service to ensure seamless operations.

- Analyze operational challenges and implement process improvements.

Team Leadership

- Lead, coach, and develop the showroom sales and operations team.

- Set individual and team targets and monitor performance against KPIs.

- Conduct regular performance reviews and provide coaching and feedback.

- Build a customer-centric, high-performance sales culture.

- Recruit, train, and retain high-quality retail talent as required.

- Business Development & Market Insights

- Analyze local market trends, customer preferences, competitor activity, and pricing.

- Develop initiatives to improve showroom footfall and lead generation in collaboration with marketing teams.

- Identify new business opportunities and partnerships to drive showroom sales.

- Provide management with regular reports, insights, forecasts, and recommendations.

Required Candidate Profile:

- 10-15 years of experience in retail sales and operations.

- Minimum 5 years of experience in a leadership role managing premium retail stores, showrooms, or experience centers.

- Proven experience managing P&L, revenue targets, sales performance, and retail operations.

- Strong experience in modular kitchens, wardrobes, luxury furniture, home interiors, or premium lifestyle products.