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 robust 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.

📌 Head of Operations (Mumbai)
🏢 Reliance Brands
📍 Mumbai