Deputy City Head - Retail/eCommerce

Ways of working: Hybrid - Office / Field: Employees are expected to work from the office on all days out of their respective base locations

Role Overview:

- We are seeking a dynamic and experienced City Head for Store Operations to manage and oversee the performance of multiple stores within a city.

- The ideal candidate will be entrusted with leading the operations of quick commerce for all the stores within the city and responsible for ensuring operational excellence, driving high performance of the team with an objective of unparalleled experience to customers ensuring high Customer Net Promoter Score (NPS), which directly impacts the business's top line growth.

Key Responsibilities:

- Lead and manage a team of Cluster Operations Managers to achieve operational KPIs

- Lead and oversee all aspects of city operations, ensuring seamless supply chain management

- Drive lowest cost store operations while maintaining on-time delivery performance. Find and pursue cost reduction opportunities for maintaining strong P&L

- Oversee inventory management, including the stock replenishment and minimizing stock losses and ensure optimal in-stock levels and product availability to meet customer demands

- Uphold high NPS standards, fostering customer satisfaction and loyalty

- Foster team development and provide training initiatives to maintain a skilled workforce while managing attrition levels

- Implement store layout optimizations and Kaizen methodologies to achieve best-in-class Order-to-Delivery (O2D) performance

- Cultivate and maintain strong relationships with external stakeholders affecting store operations

- Drive continuous improvement initiatives to enhance cost efficiency through process optimization and innovation

- Partner with the city growth team and implement strategies to drive growth and increase in market share within the city. Expansion into fringe zones for higher customer zone coverage

- Author, manage, and deliver executive level reporting, including daily, weekly, monthly, quarterly status reports to manage risks and issues and improve team communication and collaboration

- Maintain harmony and ensure shared responsibility of business objectives with focus on recruiting right talent at right time and oversee the new employee onboarding & orientation process

Desired Skillset:

- Relevant experience in ecommerce/quick commerce and logistic industry with minimum 6 Years experience

- Education qualification - Masters from Tier-1/Tier-2 Institute (Preferable)

- Proven experience in operations, forecasting, and P&L management

- High ownership, accountability and bias for action a must

- Strong customer engagement skills and focus on enhancing customer experience

- Ability to effectively manage inventory control processes

- Should have experience towards managing a large team of online and offline members with exceptional team leadership capabilities with a focus on employee development

- Drive process improvements and the ability to keep pace with our explosive growth while motivating others

Key Behaviors:

- Proactively resolves problems within the scope of responsibility

- Provides constructive feedback and suggestions to improve performance

- Demonstrates flexibility in work schedule to meet business needs

- Ensures compliance with all procedures and policies

- Develops actionable plans to address issues and capitalize on opportunities, ensuring effective execution

- Seeks to understand organizational goals and individual contributions to achieving them

"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regards to race, color, religion, sex, disability status, or any other characteristic protected by the law"