Head Retail Operations

Role Overview

The Retail Operations will be responsible for driving the end -to -end operations of all company -owned and franchise ice -cream Frachise  across regions. The role will ensure operational excellence, brand consistency, customer experience enhancement, sales growth, digital transformation of store operations, and smooth coordination between corporate and store -level teams. This role demands strong experience in food retail, multi -store management, and people leadership.

Key Responsibilities

1. Store Operations Management

• Oversee day -to -day functioning of all Stores (company -owned + franchise).
  

• Ensure adherence to SOPs, hygiene standards, store checklists, and brand guidelines.
  

• Implement operational improvements to increase efficiency and customer satisfaction.
  

• Drive store -level KPIs: sales, footfall, conversion, average bill value, wastage control, manpower efficiency.
  

2. Team Management

• Manage store managers, area managers, and front -line staff.
  

• Ensure manpower planning, training, onboarding, performance management, and retention.
  

• Regularly conduct performance reviews of area/store teams.
  

3. P&L Ownership

• Drive revenue & profitability of all Stores
  

• Monitor sales trends, costs, and margins.
  

• Implement measures to reduce operational expenses and improve unit economics.
  

4. Expansion & New Store Rollouts

• Identify new locations in collaboration with business development teams.
  

• Lead the end -to -end setup of new stores: layouts, equipment installation, manpower hiring, licensing, and launch readiness.
  

5. Quality, Compliance & Audit

• Ensure compliance with FSSAI, safety norms, and brand standards.
  

• Conduct periodic audits for quality, service, delivery, and food safety.
  

• Address customer escalations and operational issues with quick resolution.
  

6. Digitalisation & Technology Enablement

• Drive digital adoption across all Stores (POS, billing systems, inventory tools, CRM, loyalty programs).
  

• Implement digital dashboards for real -time monitoring of store performance.
  

• Collaborate with tech teams for automation of store processes.
  

• Lead digital strategy for order management, aggregator platforms, and digital payments.
  

7. Supply Chain Coordination

• Work closely with SCM for stock planning, distribution, cold -chain logistics, and wastage minimisation.
  

• Monitor store -level inventory and ensure optimal stock availability.
  

8. Marketing & Promotions

• Execute in -store promotions, sampling, festival campaigns, and local marketing strategies.
  

• Work with the marketing team to design and roll out brand -aligned store campaigns.
  

Requirements

Required Qualifications & Skills

• 10+ years of experience in Retail/QSR/Ice -cream/ FMCG outlets.
  

• Strong background in multi -store retail operations.
  

• Experience in handling P&L, SOP creation, store audits, and team management.
  

• Exposure to digital transformation in retail (POS, CRM, dashboards, apps).
  

• Excellent communication, problem -solving, and negotiation skills.
  

• Ability to work closely with promoter/MD -led organizations.
  

• Process -driven and customer -centric mindset.