Head - Operations & Franchisee Management - Retail

Summary of role: Working with the team of company and franchisee staff, will oversee the retail operations function across the stores in the franchisee network. Needs to be passionate about delivering exceptional levels of customer service and driving sales and other KPIs. Will be responsible for motivating & engaging franchisee and franchisee staff and to ensure the staff represents and embraces Kisna Values and SOPs. They will also hold regular team meetings and visit stores across India as per expected norms

Key Deliverables:

1. Responsible for delivering on the sales target

a. Secondary sales target : Work with the franchisees to deliver on secondary sales targets

b. Primary sales target : Product replenishment and order management between assortment planning and franchisee

c. Sales reporting

d. Lead and motivate the team of direct reports and franchisee teams e. Identify problem stores (if any) and work out plan to

2. Monitor ROIs of franchisees against plan

3. Monitor retail metrics at store level and consolidated

a. Walkin

b. Conversion %

c. Average bill Value

d. No of pieces per buyer

e. AUP

f. GMROF

4. With the operations team, ensure and monitor operating process are followed a. Review franchisee formats to be maintained at store and reporting to RO/HO

b. Merchandising / visual merchandising / brand guidelines

c. Ensure stores capture customer level data and feedback - compulsory for every buyer and attempt for every person walk-in into the store.

d. Maintain stock of display items, packaging, props, trays, mirrors etc e. Ensure store is maintained as per brand guidelines

5. Get retail operations team to train franchisees and employees - Explain and maintain formats as per SOPs

a. Adoption and control over operating processes

b. Ongoing training for changes to the process (as and when)

6. Monitor and control over customer service delivery at store

7. HR related

a. Staffing requirement at store level for different sizes

b. JDs for each profile in store

c. Recruitment and training of manpower of franchisee

d. Rewards and incentives for manpower of franchisee

8. liaising with other departments for execution of the planned activities 9. Lead the team and conduct performance evaluations, promotions and terminations when necessary

Skills & Knowledge:

1. Relevant Experience in similar role

2. 4 to 5 years of management experience

3. Strong organizational, time management and communication skills

4. Results oriented and self-motivated

5. Ability to work well in a team environment

6. The ability to plan and prioritise workloads and delegate accordingly

7. The ability to multi-task and work under pressure

8. The ability to manage and lead the team ensuring a consistent and exceptional standard of customer service in the store