Role PurposeOwn 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 Responsibilities1. Retail Performance & P&LOwn; 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 OperationsLead 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 ExperienceOwn 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 OpeningsPartner 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 & CapabilityLead 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 DisciplinePartner 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 ExcellenceEstablish 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 MetricsNSV / Revenue achievementLFL growthStore productivityStore EBITDA / profitabilitySales per sq. ft.Sales per employeeConversion & ATVInventory turns / sell-throughCustomer experience / NPSStore audit complianceNSO readiness and launch timelinesEmployee productivity and attrition

📌 Head Of Operations (Maharashtra)
🏢 Reliance Brands
📍 Maharashtra