Retail Operations Manager

Description:

Role Overview:

- We are seeking a highly dynamic and accomplished Retail Operations Manager to lead the operational excellence of our flagship stores in the Bengaluru region.

- This critical role is responsible for ensuring the efficient, compliant, and profitable functioning of all assigned retail outlets.

- The ideal candidate will have extensive, high-value retail experience, preferably within the Retail Jewellery or luxury goods industry, and a proven ability to translate strategic goals into seamless, day-to-day execution across multiple locations.

Key Responsibilities:

1.Operational Management & Customer Experience:

- End-to-End Operations: Oversee all facets of daily store operations, including scheduling, facilities management, security protocols, cash handling procedures, and point-of-sale (POS) system integrity.

- Process Optimization: Continuously evaluate and refine standard operating procedures (SOPs) to maximize operational efficiency, reduce waste, and ensure a frictionless, five-star customer journey from entry to purchase and after-sales service.

- Compliance & Audit: Guarantee 100% adherence to all company policies, regional labor laws, and financial regulations.

- Prepare stores for internal and external operational audits, ensuring all documentation is accurate and up-to-date.

Performance & Profitability:

- Sales Target Achievement: Develop and execute sales strategies in collaboration with the regional sales team to ensure all stores meet or exceed monthly and quarterly sales targets.

- Metric Management: Monitor, analyze, and report on key performance indicators (KPIs) including Conversion Rate, Average Transaction Value (ATV), Units Per Transaction (UPT), shrink percentage, and labor costs as a percentage of revenue.

- P&L Management: Actively manage store Profit and Loss (P&L) statements, identifying cost-saving opportunities and revenue-generating initiatives without compromising quality or service.

Team Leadership & Development:

- Recruitment & Onboarding: Partner with HR to recruit, interview, and onboard high-caliber Store Managers and floor staff.

- Training & Coaching: Design and implement comprehensive training programs focused on luxury customer service, product knowledge (especially high-value inventory), effective selling techniques, and operational standards.

- Culture & Motivation: Lead by example to cultivate an inspiring, high-performance culture across the region, motivating teams to achieve both individual and collective business objectives.

- Conduct regular performance reviews and manage succession planning.

Inventory, Visual Merchandising, and Loss Prevention:

- High-Value Inventory Control: Implement stringent inventory management systems specific to the jewellery industry, conducting regular stock counts and variance analysis to minimize shrinkage and ensure stock accuracy.

- Visual Standards: Ensure all stores maintain impeccable visual merchandising standards, reflecting brand guidelines and seasonal campaigns, to enhance product appeal and sales effectiveness.

- Security Protocols: Uphold and enforce strict security and loss prevention procedures appropriate for high-value retail assets.

Required Qualifications and Experience:

- Experience: 5 to 10 years of progressive experience in managing multi-unit retail operations, ideally managing a regional cluster or a significant revenue portfolio.

- Industry Expertise (Strong Preference): Demonstrated experience within the Retail Jewellery, Watches, or luxury fashion/accessories sector is highly preferred, emphasizing knowledge of security, high-touch customer service, and specialized inventory handling.

- Education: Bachelors degree in Business Administration, Retail Management, or a related field.

- An MBA is a plus.

Skills:

- Exceptional analytical skills with proficiency in retail POS systems (e.g., SAP, Oracle) and MS Excel for detailed reporting.

- Proven ability to manage budgets, P&L, and forecasting.

- Strong leadership capabilities with experience in remote team management and talent development.

- Excellent communication and presentation skills in English and proficiency in local language(s) (e.g., Kannada, Hindi) is a bonus