DailyObjects - Head - Retail Operations (10-15 yrs)

At DailyObjects, we are committed to designing exceptional products that blend distinctive aesthetics with practical functionality. With cutting-edge design, creativity, and superior craftsmanship, we aim to redefine lifestyle accessories and provide unparalleled customer experiences. We are a fast-growing D2C brand with a dynamic culture of innovation, adaptability, and excellence.

Role Overview:

The Retail Operations Head will be responsible for overseeing the operations of all offline stores of Daily Objects. This includes ensuring smooth execution of Standard Operating Procedures (SOPs), managing staff, optimizing inventory, improving customer experience, and maintaining high operational efficiency.

The candidate must have strong leadership skills, retail operations expertise, and a proven track record in managing multi-store formats.

Key Responsibilities:

1. Standard Operating Procedures (SOPs)

- Develop and implement SOPs for store operations including opening/closing routines, cash handling, safety protocols, and emergency procedures.

- Define customer service SOPs for consistent experience across stores.

- Set up inventory management protocols to maintain optimal stock levels and minimize shrinkage.

- Ensure all operational SOPs are documented in a centralized manual for training and reference.

- Implement daily report closures including inventory tracking, billing settlements, and payment reconciliation with payment gateway partners

2. Staffing, Training & Scheduling

- Define staffing plans for flagship stores and other retail formats

- Implement a smart scheduling system to optimize shifts, ensuring peak-hour coverage.

- Assign clear role responsibilities (e.g., Store Manager, Sales Associate, Cashier) to ensure accountability.

- Oversee training and onboarding programs for store employees, including a structured training program covering POS handling, customer service, inventory management, brand philosophy, product knowledge, technology know-hows, product specifications etc.

- Develop an ongoing training calendar for upskilling employees and ensuring uniformity in service standards & product knowledge & training including styling etc.

3. Inventory Control & Stock Replenishment

- Implement real-time inventory tracking across all stores and integrate with the online platform.

- Set auto-replenishment triggers for high-demand SKUs.

- Conduct monthly inventory audits to monitor stock movement, prevent shrinkage, and improve forecasting.

- Develop loss prevention strategies including store security and theft control measures.

- Ensure daily inventory reporting and reconciliation for accurate financial tracking.

4. Facility Maintenance & Store Standards

- Establish cleaning and maintenance protocols for in-store hygiene and visual appeal.

- Partner with vendors for store maintenance HVAC servicing lighting, signage upkeep etc

- Ensure all health & safety compliance measures are in place.

5. Customer Experience & Engagement

- Create customer engagement programs including personalized shopping assistance, loyalty programs, and exclusive in-store events

- Implement customer feedback loops to track and enhance satisfaction levels.

- Standardize the returns & exchange process to maintain customer trust and brand reputation.

6. POS Billing & Omnichannel Integration

- Oversee the implementation of a POS system that integrates with online sales and inventory.

- Ensure all stores are equipped with modern billing, inventory tracking, and omnichannel fulfillment systems.

- Track customer data from POS to offer personalized recommendations and improve CRM strategies.

- Ensure seamless billing settlements and reconciliation with payment gateway partners

7. Performance Tracking & Analytics

Define KPI dashboards to measure:

- Sales per store (TD, SPP etc.)

- Average transaction value (ATV)

- Footfall conversion rates

- Customer satisfaction scores

- Conduct monthly store audits to assess operational efficiency and SOP compliance.

- Benchmark Daily Objects against industry best practices for continuous improvement.

8. Compliance & Legal Protocols

- Ensure stores comply with labor laws fire safety codes & business regulations

- Maintain employee safety standards including training programs and compliance checklists.

- Keep detailed documentation for audits legal requirements and operational procedures.

9. Expansion & New Store Openings

- Play a key role in the launch of new stores by managing setup hiring and operational workflows.

- Ensure new locations meet brand guidelines and are optimized for efficiency.

- Work closely with the Projects & Design team to maintain consistency in store layouts and branding.

Qualifications & Skills:

1) 10+ years of experience in managing multi-store retail operations.

2) Strong in inventory control, team management, SOP creation & execution.

3) Has handled store expansions project coordination store-level P&L responsibilities.

4) Exposure to D2C brands transitioning into offline would-be a super plus.