Senior Manager – Retail Store Maintenance

Role Overview

The Senior Manager – Retail Store Maintenance will own end-to-end maintenance operations across all retail stores pan-India. This role is responsible for ensuring zero disruption to store operations by driving quick resolution of all infrastructure, electrical, IT, and facility-related issues through effective vendor management and tight SLAs.

This is a central role, working closely with Store Ops, IT, Projects, and external vendors.

Key Responsibilities

Retail Store Maintenance Ownership

- Act as the single point of ownership for all maintenance issues across 180+ retail stores.
- Ensure prompt resolution of day-to-day store issues including lighting, electricals, Wi-Fi/internet, CCTV, HVAC, signage, plumbing, fixtures, and basic civil works.
- Minimize store downtime and ensure uninterrupted customer experience.

Vendor & AMC Management

- Empanel and manage national, regional, and local vendors for various maintenance categories.
- Define SLAs, TATs, and escalation matrices for all vendors.
- Track vendor performance and drive accountability for service quality and turnaround time.
- Negotiate contracts, AMCs, and commercials to optimize cost without compromising service.

Issue Tracking & Escalation Management

- Set up and manage a centralized ticketing / escalation system for store maintenance issues.
- Ensure timely coordination between stores, vendors, and internal stakeholders.
- Proactively monitor recurring issues and implement permanent fixes.

Preventive Maintenance

- Build and roll out preventive maintenance schedules for stores to reduce breakdowns.
- Conduct periodic store audits to identify risks and improvement areas.
- Ensure brand standards are maintained across all store assets.

Stakeholder Collaboration

- Work closely with Retail Ops, IT, Projects, Finance, and Procurement teams.
- Support new store launches by coordinating handover, snag resolution, and post-launch maintenance readiness.
- Act as the go-to person for store managers for all maintenance-related concerns.

Budget & Cost Control

- Own and manage the retail maintenance budget.
- Track spends store-wise and vendor-wise.
- Drive cost optimization through standardization and preventive planning.

Qualifications & Experience

- Graduate / Engineer (Electrical / Mechanical / Facilities preferred).
- 6–10+ years of experience in retail store maintenance or facilities management across large multi-store networks (150+ stores).
- Proven experience managing pan-India vendors and AMCs.
- Strong understanding of retail infrastructure and store-level operations.