The Retail Operations will be responsible for driving the end-to-end operations of all company-owned and franchise ice-cream Frachise across regions. The role will ensure operational excellence, brand consistency, customer experience enhancement, sales growth, digital transformation of store operations, and smooth coordination between corporate and store-level teams. This role demands strong experience in food retail, multi-store management, and people leadership.

Key Responsibilities-:

1. Store Operations Management

- Oversee day-to-day functioning of all Stores (company-owned + franchise).

- Ensure adherence to SOPs, hygiene standards, store checklists, and brand guidelines.

- Implement operational improvements to increase efficiency and customer satisfaction.

- Drive store-level KPIs: sales, footfall, conversion, average bill value, wastage control, manpower efficiency.

2. Team Management

- Manage store managers, area managers, and front-line staff.

- Ensure manpower planning, training, onboarding, performance management, and retention.

- Regularly conduct performance reviews of area/store teams.

3. P&L Ownership

- Drive revenue & profitability of all Stores

- Monitor sales trends, costs, and margins.

- Implement measures to reduce operational expenses and improve unit economics.

4. Expansion & New Store Rollouts

- Identify new locations in collaboration with business development teams.

- Lead the end-to-end setup of new stores: layouts, equipment installation, manpower hiring, licensing, and launch readiness.

5. Quality, Compliance & Audit

- Ensure compliance with FSSAI, safety norms, and brand standards.

- Conduct periodic audits for quality, service, delivery, and food safety.

- Address customer escalations and operational issues with quick resolution.

6. Digitalisation & Technology Enablement

- Drive digital adoption across all Stores (POS, billing systems, inventory tools, CRM, loyalty programs).

- Implement digital dashboards for real-time monitoring of store performance.

- Collaborate with tech teams for automation of store processes.

- Lead digital strategy for order management, aggregator platforms, and digital payments.

7. Supply Chain Coordination

- Work closely with SCM for stock planning, distribution, cold-chain logistics, and wastage minimisation.

- Monitor store-level inventory and ensure optimal stock availability.

8. Marketing & Promotions

- Execute in-store promotions, sampling, festival campaigns, and local marketing strategies.

- Work with the marketing team to design and roll out brand-aligned store campaigns.

Required Qualifications & Skills-:

1.10+ years of experience in Retail/QSR/Ice-cream/FMCG outlets.

2. Strong background in multi-store retail operations.

3. Experience in handling P&L, SOP creation, store audits, and team management.

4. Exposure to digital transformation in retail (POS, CRM, dashboards, apps).

5. Excellent communication, problem-solving, and negotiation skills.

6. Ability to work closely with promoter/MD-led organizations.

7. Process-driven and customer-centric mindset.