Job Description

Designation : Business Head - Retail Ops

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Department : Retail Operations

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Role Overview

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The Head – Retail Operations will be responsible for building and scaling the retail operations

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function for the brand. This role will establish operational frameworks, processes, and systems

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to ensure efficient store operations, consistent customer experience, and scalable growth

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across all retail locations.

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Responsibilities

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Retail Operations Setup & Governance

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● Build the retail operations function from the ground up, including SOPs, store processes,

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and governance frameworks.

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● Design store operating models, staffing structures, and operational workflows.

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● Establish standard operating procedures for store operations, compliance, and customer

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experience.

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● Create scalable operational systems to support multi-store expansion.

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Store Operations Management

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● Oversee day-to-day operations across all retail stores, ensuring operational efficiency and consistency.

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● Ensure adherence to brand standards, SOPs,VM guidelines and operational policies across stores.

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● Monitor store-level performance metrics including sales productivity, conversion, average bill value, and operational efficiency.

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● Drive operational discipline across stores.

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● Ensure alignment between store operations, brand campaigns, merchandising strategy, and customer experience initiatives.

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New Store Openings (NSO)

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● Lead operational readiness for new store openings.

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● Define store launch playbooks, checklists, and execution frameworks.

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● Coordinate with projects, VM, marketing, HR, IT, and Warehouse teams to ensure smooth store launches.

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● Ensure stores are operationally ready before launch including staffing, systems, inventory, and SOP training.

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Operational Excellence & Process Improvement

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● Build processes to drive standardization and operational efficiency across stores.

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● Implement retail audits,



compliance mechanisms, and operational reviews.

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● Drive continuous improvement initiatives in store operations, service delivery, and operational cost management.

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Inventory & Supply Chain Coordination

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● Work closely with the warehouse team to ensure optimal inventory availability.

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● Establish processes for inventory control, stock replenishment, and shrinkage management.

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● Monitor sell-through, stock availability, and stock movement across stores.

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Customer Experience & Service Standards

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● Define and implement customer experience standards across retail stores.

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● Build service protocols that align with the brand positioning and customer expectations.

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● Monitor customer feedback and implement improvements to enhance store-level customer experience.

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Team Building & Capability Development

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● Define roles, responsibilities, and performance metrics for store teams.

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● Work closely with HR to drive hiring, training, and capability development programs.

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● Foster a culture of accountability, ownership, and operational excellence.

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Performance Monitoring & Reporting

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● Implement dashboards and reporting systems to track store performance and operational metrics.

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● Conduct regular performance reviews with store teams.

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Candidate Profile

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● 10–15+ years of experience in retail operations

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● Experience in fashion, lifestyle, jewellery, or consumer retail brands

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● Proven experience managing multi-store retail networks

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● Experience in retail expansion and new store openings

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● Experience working closely with VM and marketing teams for store execution

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● Robust retail operations expertise

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● Operational excellence and process-driven mindset

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● Strong leadership and team-building capability

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● Experience in multi-store retail operations

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● Strong analytical and problem-solving skills

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● Ability to manage cross-functional collaboration

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● Strong understanding of retail metrics and store performance drivers

📌 Business Head - Retail Operations (New Delhi)
🏢 Kushals Fashion Jewellery
📍 New Delhi