Retail Operations Manager

Position: Retail Operations Manager )
About us
New Century Trading India Pvt Ltd having its offices in Mumbai & Bangalore, A subsidiary of HTL Group, founded in 1976, HTL Group is one of the world’s leading leather tanners and manufacturers of quality leather upholstered furniture. Headquartered and listed in Singapore, the transnational company exports more than 95 per cent of its products to over 50 countries, including in Europe, Asia-Pacific, USA and the Middle East.
Specialties-  Leather Sofa, Fabric Sofa, Lifestyle Home Furniture, Leather Trading, Sofa Manufacturing, Domicil, Corium, HTL Gallery, Fabbrica, and Relax Studio

Role & responsibilities
We are looking for a highly motivated and results-oriented Manager – Retail Operations from Premium/luxury chain of Stores to join our team. The Retail Operations Manager will be responsible for driving operational excellence across all the Stores in Bangalore while delivering an exceptional, personalized client experience aligned with global luxury brand standards. The role focuses on Store performance, team excellence, and brand integrity while ensuring profitability and compliance.

Key Responsibilities:

Store Operations & Brand Standards
Oversee day-to-day operations of Store & ensuring strict adherence to global brand guidelines and SOPs.
Maintain impeccable store presentation, VM standards, grooming, and ambiance aligned with luxury benchmarks.
Ensure seamless coordination for new boutique openings, refits, and store launches.

Sales Performance & Business Growth
Drive achievement of sales targets, productivity metrics, and profitability while preserving brand equity.
Analyze sales data, client profiles, and category performance to identify growth opportunities.
Support execution of seasonal launches, trunk shows, private previews, and VIP events.

Client Management Experience
Champion a world-class, personalized client experience across all customer touchpoints.
Ensure effective use of CRM and sales tools to build long-term relationships with HNI and UHNI clients.
Handle high-level customer escalations with discretion and professionalism.

Team Leadership & Talent Development
Lead, coach, and mentor Store Managers and sales teams to deliver luxury service excellence.
Drive recruitment of talent aligned with luxury service ethos and brand values.
Oversee training on product knowledge, selling ceremony, grooming, etiquette, and client engagement.
Monitor performance, conduct regular reviews, and support succession planning.

Inventory, Security & Compliance
Ensure optimal inventory levels, accurate stock management, and secure handling of high-value merchandise.
Monitor shrinkage, loss prevention, and compliance with audit requirements.
Coordinate with supply chain and merchandising teams for timely replenishment and allocation.

Financial Management & Reporting
Manage Store budgets, operational expenses, and cost efficiencies without compromising service standards.
Review MIS, sales reports, CRM analytics, and operational KPIs.
Ensure compliance with statutory, HR, and internal audit requirements.

Cross-Functional Collaboration
Work closely with Marketing, VM, HR, Finance, and Global Brand teams to ensure alignment.
Implement global initiatives and local market strategies for luxury clientele in South India.

Key Skills &

Competencies:

Deep understanding of luxury retail operations and premium customer service
Strong clienteling and CRM expertise
Exceptional attention to detail and brand sensibility
High emotional intelligence and discretion
Strong leadership, coaching, and stakeholder management skills
Advanced analytical and reporting capabilities
Extensive Travel within Bangalore initially.

Qualifications &

Experience:

Graduate / Postgraduate in Retail Management, Business Administration, or Hospitality
7–10 years of experience  in luxury or premium retail
5+ years  in multi-Store or regional operations leadership

Experience with international luxury brands preferred
Familiarity with ERP/CRM systems will be an added advantage.

Performance Metrics (KPIs):
Sales revenue & growth vs. targets
Number of new accounts acquired
Client retention & satisfaction levels
Expansion into new markets/sectors
Contribution to product & brand visibility