Job Description: Operations Head Retail Operations & P&L

Position Overview

The Operations Head will lead end-to-end retail operations, ensuring operational excellence across all stores. This role is responsible for driving P&L performance, improving customer experience, optimizing store processes, and ensuring smooth day-to-day execution aligned with the companys growth strategy. The ideal candidate is a strong leader with deep retail experience, analytical skills, and a passion for high-performance store operations.

Key Responsibilities

1. Retail Operations Leadership

- Oversee daily operations across all retail stores and formats.

- Develop and implement operational SOPs for efficiency and consistency.

- Ensure compliance with company policies, visual merchandising standards, and brand guidelines.

2. P&L Ownership

- Own full P&L accountability for all retail stores.

- Monitor revenue, margins, operating costs, manpower budgets, and profitability targets.

- Drive cost-control initiatives while improving store productivity.

- Prepare monthly business reviews, forecasts, and financial analysis.

3. Store Operations & Performance Management

- Set KPIs for store managers (sales targets, conversion, ATV, bill-size, shrinkage, etc.).

- Evaluate store performance and strategize improvements.

- Conduct regular audits to ensure operational discipline and loss prevention.

- Improve stock availability through coordination with supply chain & merchandising.

4. Customer Experience Management

- Ensure world-class customer service standards.

- Analyze customer feedback, NPS, and service metrics to drive improvements.

- Develop training programs for frontline staff on service excellence.

5. Team Leadership & Development

- Lead, mentor, and motivate store managers and area managers.

- Drive recruitment, training, and competency development for store staff.

- Build a high-performance culture with accountability and ownership.

6. Operational Strategy & Expansion

- Contribute to store expansion, new store openings, and location feasibility studies.

- Optimize store layouts, manpower planning, and operational workflows.

- Lead digital transformation initiatives in retail (POS, automation, omni-channel operations).

7. Inventory & Supply Chain Coordination

- Monitor inventory levels, ageing stock, shrinkage, and stock accuracy.

- Implement best practices for replenishment, stock movement, and cycle counts.

8. Cross-Functional Collaboration

- Work closely with Finance, HR, Marketing, Merchandising, and SCM teams.

- Support marketing campaigns, promotions, and seasonal launches.

Key Skills & Competencies

- Strong knowledge of retail operations, multi-store management, and P&L handling

- Leadership & team management

- Analytical and data-driven decision-making

- Customer service excellence

- Process orientation & operational discipline

- Problem-solving and conflict resolution

- Strong communication and interpersonal skills

- Ability to work in a fast-paced, target-driven environment

Educational Qualification

- MBA (Retail / Operations / Business Management preferred)

- Graduate degree with strong retail operations experience may also be considered

Experience Required

- 10 to 18+ years of experience in retail operations, with at least 5 years in a senior leadership role

- Experience in managing large retail formats (Apparel, FMCG, Electronics, Luxury, Beauty, QSR, etc.)

- Proven track record of delivering P&L results and driving operational excellence

Key Performance Indicators (KPIs)

- Store Sales & Revenue Growth

- Profitability & Margin Improvement

- Shrinkage Control

- Inventory Accuracy

- Customer Experience Scores (NPS, CSAT)

- Store Audit Scores

- Training & Staff Productivity

- Execution of SOPs & Compliance