Designation : Business Head – Retail Ops
Department : Retail Operations
Role Overview
The Head – Retail Operations will be responsible for building and scaling the retail operations
function for the brand. This role will establish operational frameworks, processes, and systems
to ensure efficient store operations, consistent customer experience, and scalable growth
across all retail locations.
Responsibilities
Retail Operations Setup & Governance
Build the retail operations function from the ground up, including SOPs, store processes,
and governance frameworks.
Design store operating models, staffing structures, and operational workflows.
Establish standard operating procedures for store operations, compliance, and customer
experience.
Create scalable operational systems to support multi-store expansion.
Store Operations Management
Oversee day-to-day operations across all retail stores, ensuring operational efficiency and consistency.
Ensure adherence to brand standards, SOPs,VM guidelines and operational policies across stores.
Monitor store-level performance metrics including sales productivity, conversion, average bill value, and operational efficiency.
Drive operational discipline across stores.
Ensure alignment between store operations, brand campaigns, merchandising strategy, and customer experience initiatives.
New Store Openings (NSO)
Lead operational readiness for new store openings.
Define store launch playbooks, checklists, and execution frameworks.
Coordinate with projects, VM, marketing, HR, IT, and Warehouse teams to ensure smooth store launches.
Ensure stores are operationally ready before launch including staffing, systems, inventory, and SOP training.
Operational Excellence & Process Improvement
Build processes to drive standardization and operational efficiency across stores.
Implement retail audits, compliance mechanisms, and operational reviews.
Drive continuous improvement initiatives in store operations, service delivery, and operational cost management.
Inventory & Supply Chain Coordination
Work closely with the warehouse team to ensure optimal inventory availability.
Establish processes for inventory control, stock replenishment, and shrinkage management.
Monitor sell-through, stock availability, and stock movement across stores.
Customer Experience & Service Standards
Define and implement customer experience standards across retail stores.
Build service protocols that align with the brand positioning and customer expectations.
Monitor customer feedback and implement improvements to enhance store-level customer experience.
Team Building & Capability Development
Define roles, responsibilities, and performance metrics for store teams.
Work closely with HR to drive hiring, training, and capability development programs.
Foster a culture of accountability, ownership, and operational excellence.
Performance Monitoring & Reporting
Implement dashboards and reporting systems to track store performance and operational metrics.
Conduct regular performance reviews with store teams.
Candidate Profile
10-15+ years of experience in retail operations
Experience in fashion, lifestyle, jewellery, or consumer retail brands
Proven experience managing multi-store retail networks
Experience in retail expansion and new store openings
Experience working closely with VM and marketing teams for store execution
Strong retail operations expertise
Operational excellence and process-driven mindset
Strong leadership and team-building capability
Experience in multi-store retail operations
Strong analytical and problem-solving skills
Ability to manage cross-functional collaboration
Strong understanding of retail metrics and store performance drivers
