SENIOR OPERATIONS LEADER

Location: Delhi NCRDepartment: OperationsReports To: Business/Operations LeadershipExperience: 10+ years in Retail, QSR, Bakery, Café, Food & Beverage, Hospitality, or Multi-Unit Operations

Role Overview

We are looking for a Senior Operations Leader to drive the performance, growth, and operational excellence of our multi-store business.

The role will be responsible for managing multi-store operations, sales, customer experience, people performance, process efficiency, and business development across physical and digital channels. The ideal candidate will combine strong operational discipline with a commercial mindset and the ability to translate business strategy into measurable execution.

- P&L; Ownership & EBITDA Turnaround – Own end-to-end Profit & Loss (P&L;) across multiple outlets, drive EBITDA improvement, strengthen outlet-level profitability, optimise operating margins, and lead business turnaround initiatives through revenue growth, cost rationalisation, and operational efficiency.
- Strategic Leadership & Annual Operating Plans (AOP) – Translate business vision into annual operating plans, budgets, business priorities, and measurable performance targets. Establish clear accountability for revenue, profitability, productivity, and growth across the business.
- Multi-Store Operations & Performance Excellence – Lead end-to-end operations across bakery, café, and central kitchen networks, ensuring consistent execution, operational discipline, productivity, service quality, and standardisation across all locations.
- Business Expansion & Market Scaling – Drive business expansion through current outlet launches, market penetration, territory development, and scalable operating models. Evaluate expansion opportunities, support location feasibility and business cases, and ensure new outlets achieve targeted revenue and profitability milestones.
- Revenue Growth & Omnichannel Sales – Own sales performance across retail outlets, B2C channels, institutional and event sales, e-commerce, and quick commerce. Develop revenue acceleration strategies, improve sales conversion and average transaction value, and maximise customer acquisition, repeat business, and channel profitability.
- Cost Optimisation & Operational Turnaround – Identify and eliminate cost leakages across manpower, food production, raw materials, inventory, utilities, logistics, and store operations. Drive waste reduction, yield improvement, portion control, shrinkage management,



and procurement efficiency while safeguarding product quality and customer experience.
- SOPs, Systems & Process Excellence – Design, implement, and continuously strengthen standard operating procedures, operational controls, audit mechanisms, and performance management systems across outlets and central kitchens. Build scalable processes that support business growth, compliance, and consistent execution.
- Customer Experience & Brand Excellence – Own customer experience across all physical and digital touchpoints. Strengthen service standards, product availability, complaint resolution, customer retention, and brand consistency to build customer loyalty and enhance market reputation.
- Workforce Leadership & Organisational Capability – Lead workforce planning, manpower productivity, succession planning, performance management, and leadership development across the operations network. Build a high-accountability culture, develop outlet managers and regional leaders, strengthen employee retention, and partner with HR on hiring, training, engagement, and workforce cost optimisation.
- Cross-Functional Business Leadership – Work closely with Finance, HR, Marketing, Production, Procurement, Supply Chain, Quality, and E-commerce teams to align operational execution with commercial priorities, improve coordination, resolve business bottlenecks, and deliver organisational objectives.
- MIS, KPIs & Management Governance – Establish and review business dashboards covering revenue, gross margins, EBITDA, labour cost, food cost, inventory, wastage, customer satisfaction, productivity, and outlet profitability. Lead periodic business reviews, variance analysis, corrective action plans, and performance accountability across locations.
- Budgeting, Forecasting & Business Controls – Own operational budgets, sales forecasts, financial planning, and resource allocation in alignment with the AOP. Monitor budget variances, enforce financial discipline, strengthen internal controls, and ensure optimal utilisation of business resources.
- Production,



Inventory & Supply Chain Alignment – Collaborate with central production and supply chain teams to align production planning with demand forecasts, maintain product freshness and availability, optimise inventory and distribution, reduce wastage, and ensure consistent quality across all outlets.
- Business Transformation & Continuous Improvement – Lead operational transformation initiatives, leverage data and technology to improve decision-making, institutionalise best practices, and build a scalable, commercially sustainable operating model capable of supporting aggressive growth and long-term profitability.

Key Performance Areas (KPIs)

- Multi-store sales growth
- Outlet profitability and productivity
- Outlet and online sales performance
- Customer satisfaction and complaint resolution
- SOP compliance and process efficiency
- Employee retention and manpower productivity
- Store Manager/team performance
- E-commerce & quick-commerce growth
- Event and B2C business development
- Cost and budget management
- Training effectiveness
- Recent outlet launch and operational readiness

Candidate Profile

The ideal candidate should have:

- 10+ years of experience in multi-unit operations, preferably in Bakery, Café, QSR, Retail, F&B;, Hospitality, or a similar consumer-facing business.
- Proven experience managing multiple outlets/locations and large frontline teams.
- Strong understanding of sales, operations, customer experience, and commercial performance.
- Demonstrated ability to build and implement SOPs and operational systems.
- Strong analytical and problem-solving skills with the ability to work with MIS and business data.
- Experience in e-commerce, quick commerce, online sales, or digital business channels will be an advantage.
- Strong people-management and leadership capabilities.
- Excellent communication, stakeholder-management, and negotiation skills.
- High ownership, execution orientation, and ability to work in a fast-paced growth environment.

What Success Looks Like

The successful leader will create a scalable, process-driven, customer-centric, and commercially strong operations function, ensuring that every outlet delivers consistent customer experience while achieving its sales, productivity, people, and profitability objectives.

Pay: ₹1,500,000.00 - ₹1,950,000.00 per year

Benefits:

- Flexible schedule
- Food provided
- Paid sick time
- Paid time off
- Provident Fund

Work Location: In person

📌 Senior Operations Manager (Food/FMCG) (Hauz Khas)
🏢 Defence Bakery
📍 Hauz Khas