Manager - Retail Operations (8-15 yrs)

Responsibilities:

Retail Operations Management:

1. Oversee the operations of all retail stores and dark stores, ensuring consistency in quality and customer service.

2. Implement and monitor standard operating procedures (SOPs) to optimize store operations, especially in a high-growth environment.

3. Ensure stores are well maintained, visually appealing, and compliant with health and safety regulations.

4. Maintaining and managing company resources including- furniture, fittings, hardware, POS

and relevant vendor relationships

5. Liaise and support MBO store operations relating to the particular brand.

6. Support and build the ECOM business by finding solutions to logistics and operation matters

Inventory Management

1. Ensuring that all retail EBOs, MBOs and dark stores are well stocked to enable sales across all channels - retail, quick commerce and e commerce.

2. Planning stock movements - timely replenishments and inter-store transfers to maintain stock level.

3. Plan warehouse visits and stock management at the warehouse

4. FIFO and expiry management at a store, region and across formats (stores, SIS, MBO stores), ensuring zero wastage due to expiry.

Team Leadership:

1. Lead, mentor, and motivate city managers, store managers and staff to achieve sales targets and maintain high standards.

2. Conduct regular training sessions to enhance team skills and knowledge.

3. Foster a positive and collaborative work environment across all stores.

4. Manpower planning and budgeting for all retail and dark stores.

5. Supporting store staff (on a need basis) in store operations and customer service

6. Work collaboratively with Human Resources to improve the employee candidate referral and increase employee retention.

Customer Experience:

1. Develop and implement strategies to enhance the customer experience in stores.

2. Address and resolve customer complaints and issues promptly and effectively across all sales channels including quick commerce and e-commerce.

3. Gather customer feedback to inform continuous improvement initiatives.

4. Dealing with high-value clients and customers and maintaining a relationship with them.

Quick Commerce and Corporate Sales Strategy:

1. Drive sales on the existing quick commerce platforms, liaise with marketing team to effectively prepare ad plans and budgets

2. Develop and implement strategies to attract and secure bulk orders from corporate and other prospective clients.

3. Build and maintain strong relationships with key corporate accounts.

4. Collaborate with the marketing team to create compelling corporate sales proposals and presentations.

Reporting, Auditing and Analysis:

1. Present weekly and monthly reports to track sales and other KPIs that determine business performance.

2. Analyse data to identify areas for improvement and implement corrective actions.

3. Conduct monthly audits for each store as per the brand format - physical audits of stock, systems and processes, followed by detail reports and executing action plans

4. Prepare, check and approve store expenses including petty cash expenditures.

5. Preparing and sharing routine store visit reports and monthly OM dashboards

Budgeting and Financial Management:

1. Prepare and manage the retail operations budget and contingency plans, ensuring cost effective practices.

2. Monitor and control operational expenses to maximize profitability.

3. Tracking and measuring operational and financial information against the decided budgets

4. Sales forecasting for the retail stores and preparing targets for stores

5. Preparing and budgeting for store incentives on a timely basis.

6. Reconciliation of all discrepancies from the monthly audits - internal and external.

Vendor Management:

1. Liaoning and maintain the relations with all the vendors, courier partners and service partners.

2. Project managing new store openings, including liaising with vendors, real estate partners, statutory authorities, recruiting and training

Candidate Qualifications & Skill Requirements:

- At least 7 years of experience in building and managing teams across multiple locations

- Strong written and verbal communication in English

- Ability to multitask and work independently on projects

- Good relationship-building capability

- Hospitality background preferred

- Outstanding knowledge of fine foods and service

- Demonstrates problem-solving ability

- Experience managing Cafes and gourmet stores would be an added advantage.

Job Location: Mumbai

Reporting Manager: Business Director.

Timeframe: Immediate