Role Overview:

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