Head of Operations

Role Purpose
Own the overall retail operations charter for the business, driving  store performance, customer experience, operational excellence and profitable growth  across the retail network. The role will be responsible for translating business strategy into strong store-level execution and building a scalable, disciplined retail operating model.

Key Responsibilities
1. Retail Performance & P&L
Own overall retail performance across the store network, including  NSV, LFL growth, productivity and profitability .
Drive achievement of store-level targets through effective review mechanisms and corrective interventions.
Identify performance gaps and work closely with business, merchandising and commercial teams to improve store productivity.
Drive  store EBITDA, cost optimisation and operational efficiency .
2. Store Operations
Lead end-to-end operations across all stores, ensuring adherence to defined SOPs and operating standards.
Establish strong governance around  store opening, daily operations, stock management, VM, manpower and customer service .
Drive operational audits and ensure timely closure of identified gaps.
Standardise best practices across the retail network.
3. Customer Experience
Own the customer experience agenda across stores.
Drive consistent service standards and ensure customer-centricity becomes an integral part of store operations.
Track customer feedback, complaints and NPS/CX metrics and translate insights into action.
4. New Store Openings
Partner with the business and cross-functional teams to ensure  NSO readiness  across manpower, training, inventory, VM, infrastructure and operations.
Ensure stores are operationally ready within committed timelines.
Build a robust post-launch review mechanism to track store performance and identify early interventions.
5. People & Capability
Lead and develop the retail operations team across regions.
Build a strong store leadership pipeline through  talent development, succession planning and capability building .
Partner with HR on manpower planning, productivity, retention and employee engagement.
Strengthen store manager capability and accountability.
6. Inventory & Commercial Discipline
Partner with Supply Chain and Merchandising teams to optimise  stock availability, inventory turns, sell-through and ageing .
Ensure effective stock movement and minimise operational losses.
Drive adherence to commercial and inventory control processes.
7. Governance & Process Excellence
Establish a robust  MIS, review cadence and performance dashboard  for the retail network.
Use data and analytics to identify trends, benchmark stores and drive informed decisions.
Continuously review and simplify operating processes to improve execution efficiency.
Ensure compliance with company policies, statutory requirements and operational controls.
Key Success Metrics
NSV / Revenue achievement
LFL growth
Store productivity
Store EBITDA / profitability
Sales per sq. ft.
Sales per employee
Conversion & ATV
Inventory turns / sell-through
Customer experience / NPS
Store audit compliance
NSO readiness and launch timelines
Employee productivity and attrition