Head Of Retail Operations

Role Purpose

The Head – Retail Operations will be responsible for driving the overall performance and profitability of the Exclusive Brand Outlet (EBO) business. The role will lead store operations, sales delivery, customer experience, productivity, people capability, and expansion readiness across the retail network, ensuring sustainable and profitable growth while maintaining brand standards and operational excellence.

Key Responsibilities

1. Business & P&L Management

• Own and deliver sales, profitability, and EBITDA targets for the EBO business.
• Drive same-store sales growth and improve store productivity metrics.
• Monitor business KPIs including conversion, average bill value (ABV), average selling price (ASP), units per transaction (UPT), and sell-through.
• Prepare and review annual operating plans, budgets, and business forecasts.
• Drive productivity and cost optimization initiatives across the retail network.

2. Retail Operations Excellence

• Ensure flawless execution of retail SOPs and operational standards across all stores.
• Build robust processes for inventory management, shrinkage control, and compliance.
• Drive operational efficiency and consistency across the store network.
• Establish governance mechanisms for store audits and corrective action plans.
• Ensure seamless execution of promotions, launches, and marketing initiatives.

3. Customer Experience & Brand Standards

• Champion customer-centricity and ensure superior in-store experience.
• Drive customer satisfaction, NPS, and service excellence initiatives.
• Ensure adherence to VM standards and brand guidelines across stores.
• Leverage customer insights to improve store experience and business performance.

4. Store Network Expansion & NSO Readiness

• Lead end-to-end operational readiness for new store openings.
• Partner with Projects, HR, Merchandising, and Supply Chain teams to ensure timely store launches.
• Establish standardized processes for store onboarding and stabilization.
• Ensure new stores achieve targeted productivity and profitability metrics.

5. People Leadership & Capability Building

• Lead and develop Regional Managers, Area Managers, and Store Managers.
• Build a high-performance culture driven by accountability and execution excellence.
• Drive talent development, succession planning, and leadership capability building.
• Monitor attrition and employee engagement and implement interventions to improve retention.

6. Commercial & Cross-Functional Collaboration

• Partner with Merchandising and Planning teams to improve inventory productivity and sell-through.
• Work closely with Marketing to drive footfalls and local store marketing initiatives.
• Collaborate with Supply Chain to ensure stock availability and replenishment efficiency.
• Partner with HR on manpower planning, capability building, and engagement initiatives.
• Drive data-based decision-making through dashboards and business analytics.

7. Governance & Compliance

• Ensure adherence to statutory, legal, and company compliance requirements.
• Drive loss prevention, audit compliance, and risk management initiatives.
• Ensure adherence to health, safety, and security standards across the retail network.

Key Performance Indicators (KPIs)

• Sales and EBITDA achievement
• Same Store Sales Growth (SSSG)
• Store Productivity (Sales per Sq. Ft.)
• Conversion %
• Average Bill Value (ABV)
• Units Per Transaction (UPT)
• Gross Margin %

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  Inventory Turns and Sell-through
• Shrinkage %
• New Store Opening Success Rate
• Employee Attrition and Engagement Scores
• Customer Satisfaction/NPS

Educational Qualifications

• MBA / PGDM from a reputed institute preferred.
• Graduate in Business, Retail Management, or a related discipline.

Experience

• 15+ years of experience in Retail Operations with at least 5 years in a leadership role managing large EBO networks.
• Strong experience in Fashion, Kids, Lifestyle, Department Store, or Specialty Retail businesses.
• Proven track record of leading multi-location retail operations and delivering profitable growth.

Key Competencies

• P&L Management
• Retail Operations Excellence
• Strategic Thinking
• Commercial Acumen
• Customer Centricity
• Data & Analytics Orientation
• Team Leadership and Coaching
• Stakeholder Management
• Change Management
• Execution Excellence
• Problem Solving and Decision Making