Role SummaryThe Director – Retail will own the end-to-end P&L; of the retail business and be accountable for scaling it profitably. This leadership role combines commercial ownership across revenue, margins, and costs with operational transformation through process standardization, digital enablement, and data-driven decision-making across the store network.

The role holder will define the retail strategy, translate business objectives into store-level targets and execution playbooks, build high-performing teams, and establish scalable systems and processes. The Director – Retail will be the single point of accountability for retail performance and growth to the leadership team.

Work Schedule: 6 days a week, aligned with the operational requirements of the retail business.

Key Responsibilities1. Revenue &

- P&L; Ownership

- Own the complete retail P&L;, including revenue, gross margins, store-level contribution, and operating costs, for a business of ₹15 Cr+ and growing.
- Set annual, quarterly, and monthly revenue targets by store, category, and channel, cascading them to Regional Heads and Store Managers.
- Track and optimize the complete sales funnel: footfall → walk-in capture → consultation → quotation → conversion → average ticket size → repeat purchase.
- Identify revenue gaps early and lead corrective action plans with clear ownership, milestones, and timelines.
- Drive incremental revenue through CRM, referral programs, and alternative sales channels, including phygital journeys, home consultations, and catalogue-led sales.
- Own pricing and discount governance in partnership with Category and Finance teams, balancing growth, profitability, and customer value.

2.

Retail

Operations &

• Store Excellence
- Review, strengthen, and own the store SOP framework. Existing SOPs are in place; the expectation is to elevate them to premium-retail standards, close execution gaps, and ensure consistent implementation on the store floor.
- Establish and enforce standards across the following areas:
- Staff grooming and presentation: Uniforms, grooming, greeting protocols, floor conduct, and body language.
- Customer experience: Customer welcome, needs discovery, consultative walkthroughs, sampling and visualization, quotation and closing, hospitality, and post-visit follow-up.
- Store maintenance: Opening and closing checklists, cleanliness, lighting, fixtures, washrooms, air-conditioning, signage, and preventive maintenance.
- Display hygiene: Planogram adherence, sample and swatch condition, product and price tagging, damaged-product replacement, and seasonal display refreshes.
- Build a comprehensive retail audit framework covering self-audits, cluster-head audits, mystery audits, and visual merchandising audits.
- Introduce monthly store scorecards against SOPs and operating standards, with transparent accountability, corrective actions, recognition, and consequences.
- Standardize store layouts, product displays, sample management, and inventory hygiene across all store formats.
- Own store productivity metrics, including sales per sq. ft., sales per staff member, conversion rate, NPS,



and CSAT, and implement initiatives to improve performance.
- Lead new store launches end-to-end, covering location inputs, launch planning, staffing, training, opening marketing, and 90-day stabilization.
- Partner with Supply Chain and Category teams to ensure the availability of high-velocity SKUs, sample sets, and display inventory across all stores.

3. Digital, CRM & • Retail Technology
- Drive adoption and effective usage of CRM, lead management systems, and store-level dashboards across frontline teams, with defined usage KPIs and accountability.
- Define the retail technology roadmap by identifying system gaps, prioritizing enhancements, documenting business requirements, and partnering with Product and Technology teams on implementation.
- Build and own the retail reporting framework, including daily, weekly, and monthly dashboards covering footfall, leads, conversion, ticket size, staff productivity, and store-level P&L.;
- Establish a consistent, data-driven review cadence to identify trends, track performance, and drive timely interventions.
- Champion a seamless phygital customer journey, integrating online enquiries, store visits, consultations, transactions, and post-visit follow-ups.

4. Planning, Forecasting & • Commercial Management
- Lead the annual retail business plan, including revenue, margins, store expansion, headcount, capital expenditure, and marketing budgets.
- Own monthly and quarterly sales forecasting, variance analysis, and performance reviews, presenting business performance, risks, and corrective actions to the leadership team.
- Plan and execute the annual promotions calendar covering seasonal campaigns, festive periods, category-led offers, and clearance sales, with clear ROI measurement.
- Own the retail marketing budget, including in-store activations, local area marketing, catchment campaigns, events, and partnerships with architects, designers, and builders.
- Control store operating costs across staffing, rentals, utilities, consumables, and logistics, while driving cost-to-serve improvements.
- Identify opportunities to improve store-level profitability, resource utilization, and return on retail investments.

5.

People

Leadership &

• Capability Building
- Build, lead, and develop a high-performing retail organization comprising Regional/Cluster Heads, Store Managers, Sales Consultants, and support teams.
- Design and manage frontline incentive structures that align individual performance with revenue, margin, and customer-experience goals.
- Own the retail performance management cycle, including goal-setting, monthly reviews, performance improvement plans, promotions, and succession planning for store leadership.




- Build a structured training and capability-development curriculum covering product knowledge, consultative selling, CRM usage, SOPs, and customer service.
- Introduce training assessments, certification, and periodic refreshers to ensure consistent capability across the store network.
- Drive frontline engagement and retention, and own hiring plans and attrition targets in partnership with HR.
- Build a customer-obsessed, data-disciplined, and ownership-driven culture across the retail organization.

6. Cross-functional Leadership
- Represent the voice of the store and the customer in leadership discussions with Category, Marketing, Supply Chain, Finance, Product, and Technology teams.
- Drive cross-functional alignment on assortment, pricing, promotions, inventory availability, and other decisions affecting store performance.
- Partner with Finance and Category teams to identify opportunities for margin improvement, pricing optimization, and profitable growth.
- Collaborate with Marketing and Product teams to improve lead generation, customer engagement, conversion, and repeat purchases.
- Represent the retail business in board and investor reviews, as required.
- Translate business priorities into clear cross-functional action plans, ensuring timely execution and measurable outcomes.

Ideal Candidate Profile
- Demonstrated experience in leading and scaling a retail business with end-to-end P&L; ownership, preferably in a business of ₹15 Cr+ and growing.
- Strong commercial understanding of revenue growth, gross margins, store contribution, operating costs, and retail profitability.
- Proven experience managing multi-store retail operations, store productivity, customer experience, and operational excellence.
- Experience building and implementing SOPs, retail audit frameworks, store scorecards, and performance review mechanisms.
- Strong understanding of CRM, lead management, retail dashboards, and technology-enabled store operations.
- Experience in annual business planning, sales forecasting, budgeting, and commercial decision-making.
- Demonstrated ability to build and lead multi-layered teams, develop frontline talent, and improve productivity and retention.
- Strong analytical, problem-solving, stakeholder-management, and execution skills.
- A hands-on, customer-centric leader who can operate effectively in a growing business environment and build scalable processes without compromising execution quality.

Key Success Measures
- Retail revenue growth and achievement of store-level targets.
- Gross margin, store contribution, and overall retail P&L; performance.
- Store conversion rates, average ticket size, repeat purchases, and customer satisfaction.
- Sales productivity per store, per sq. ft., and per employee.
- Store SOP compliance, audit scores, and consistency of customer experience.
- CRM adoption, lead follow-up discipline, and dashboard usage.
- New-store launch effectiveness and achievement of 90-day stabilization milestones.
- Frontline productivity, employee retention, and leadership capability development.
- Cost optimization and return on retail investments.

📌 Director Retail (Bengaluru)
🏢 Material Depot
📍 Bengaluru