Key Responsibilities

1.

Retail

Business &

- P&L; Delivery

- Own retail performance across the store network and drive achievement of Sales, NSV, EBITDA, AOP and productivity metrics.
- Translate business plans into store-level targets, priorities and execution plans.
- Drive like-for-like growth, conversion, ATV/ABV, UPT and overall store productivity.
- Identify underperforming stores and lead structured interventions to improve performance.
- Partner with Business Heads on annual operating plans, growth plans and retail strategy.

2.

Store

Operations

- Own end-to-end operations across EBOs, MBOs, SIS and other retail formats.
- Establish operating standards, processes and governance across the network.
- Drive consistent execution of SOPs, commercial calendars and brand standards.
- Ensure strong discipline around opening/closing processes, inventory, cash management, shrinkage and compliance.
- Build a robust store audit and review mechanism with clear RAG-based action tracking.

3.

Customer

Experience

- Own the overall customer experience across the retail network.
- Drive initiatives to improve customer engagement, conversion and service quality.
- Use customer feedback, NPS, mystery shopping and store insights to identify experience gaps.
- Partner with VM and Brand teams to ensure the store environment consistently reflects brand positioning.

4.

New Store

Openings &

- Expansion

- Lead operational readiness for new store openings, relocations, renovations and format expansion.
- Partner with Projects, Store Development, VM, HR, Supply Chain and Finance to ensure stores are launch-ready.
- Establish pre-opening checklists and governance covering people, inventory, systems, VM and operational readiness.




- Ensure new stores achieve planned ramp-up and productivity milestones.

5. People &

- Leadership

- Own the retail manpower strategy in partnership with HR and ensure the right talent architecture across stores.
- Build a strong pipeline of Store Managers and frontline leaders.
- Drive leadership development, succession planning and internal mobility across the retail network.
- Establish clear performance expectations and accountability across the field organisation.
- Improve frontline engagement and reduce avoidable attrition.

6. Commercial &

- Inventory Management

- Partner with Buying &
- Merchandising to optimise product availability and store-level assortment.
- Drive inventory productivity through effective allocation, replenishment and stock movement.
- Ensure solid coordination between stores, warehouse and merchandising teams.
- Lead initiatives around ageing inventory, liquidation and stock balancing.

7.

Retail

Analytics &

- Performance Management

- Establish a strong retail performance dashboard covering Sales, NSV, LFL, Conversion, ATV, UPT, Productivity, Shrinkage and Customer Metrics.
- Use data and store-level insights to identify performance opportunities.
- Conduct regular regional and store reviews with clear action plans.
- Build a culture of fact-based decision making across the retail organisation.

8.

Retail

Transformation

- Identify opportunities to simplify processes, improve productivity and reduce operational costs.
- Drive adoption of technology and digital tools across stores.
- Lead initiatives around workforce productivity, automation and process improvement.
- Benchmark retail practices and bring relevant external best practices into the organisation.

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