Head - Retail Operations - QSR/F&B Retail

Head Retail Operations Reporting into CEO

Work Level - AVP/VP

- AGM Dark Stores/AGM Franchise operations and Head of Retail Training will be Direct reportees.

- Lead Indian gifting company which provides flowers, cakes, plants and other gift items and delivers across 450+ cities & towns across India and

- 120+ countries worldwide with over 430+ outlets across the country.

- Managing the operations of 430+ outlets +3 Dark Stores with the category of flowers, plants and cakes, having an annual turnover of over 220 + Crores.

- Leading the NPS of the brand and establishing practices to improve the NPS of the organization. Opening New Dark stores across India of the brand and creating the future roadmap.

- Targeting to achieve 1000+ Outlets by 2025.

- Leading multiple projects in the Retail Transformation- Digital Integration, Omnichannel, Mystery Reviews, and Operations Reviews. Strategizing to improve Franchisee network and strengthening the operations.

Job Summary :

- This is a key leadership role responsible for overseeing and driving the strategic growth and operational excellence of the retail chain business within the organization. This position will involve developing and executing strategies, managing a team of professionals, and ensuring the profitability and expansion of the retail chain.

- We are looking specifically for a profile with operations background (New Store Opening Experience; Establishing Systems for Monitoring Area Supervisors, Managers and Stores SOPs; and experience of working on specific business-sales strategies viz. Customer Regain, In-store Marketing

Key Responsibilities and Accountabilities (KRAs):

1. Business Strategy and Planning:

- Develop and execute a comprehensive business strategy for the EBOs /Franchisee stores retail chain, aligned with the company's overall goals and objectives.

- Identify growth opportunities, market trends, and potential risks.

2. Operational Excellence:

- Ensure efficient and effective day-to-day operations of retail stores, including inventory management, staffing, and customer service.

- Implement best practices and process improvements to enhance operational efficiency.

3. Financial Management:

- Manage the financial performance of the retail chain, including budgeting, financial forecasting, and profit optimization.

- Monitor key financial metrics and take corrective actions as necessary.

4. Team Leadership and Development:

- Lead and manage a team of senior managers, area supervisors, store leaders, pharmacists, and support staff.

5. Customer Experience:

- Focus on delivering exceptional customer experiences, ensuring high standards of service and product quality.

- Develop and implement strategies to enhance customer loyalty and satisfaction.

6. Regulatory Compliance:

- Ensure compliance with all Food related regulations, licensing requirements, and quality standards.

- Develop and maintain relationships with relevant regulatory bodies.

7. Expansion and Growth:

- Identify opportunities for expanding the retail chain through new store openings or acquisitions.

- Oversee the planning and execution of expansion projects.

- Franchise Development (Leads, Prospects and Contract Signing) and Franchise Operations (FOCO)

Key Performance Indicators (KPIs):

1. Revenue Growth: Achieve annual revenue growth for the retail chain business.

2. Profitability: Maintain and increase profitability

3. Customer Satisfaction: Maintain a customer satisfaction rating of 85%, as measured through surveys and feedback.

4. Operational Efficiency: Improve operational efficiency, reducing operational costs through process. optimization.

5. Expansion Success: Successfully execute [to be shared] new store openings within the given timeline an budget.

6. Compliance Rating: Ensure a 100% compliance rating with all regulatory and licensing requirements.

7 Employee Development: Foster a positive work environment with a reduction in employee turnover and a increase in employee engagement.

8 Inventory Management: Maintain an optimal inventory turnover rate while reducing carrying costs. This role is critical in driving the success and growth of the retail chain business within the organization. The Incumbent will be responsible for strategic planning, financial management, operational efficiency, and ensuring the business complies with all relevant regulations while delivering exceptional customer experiences.