Retail Operations Director

Head of Retail (Luxury Bridal & Occasion Wear)

Location : [Kolkata / Delhi]

Role Overview

Own the end-to-end retail P&L and in-store experience. You will drive revenue, profitability, clienteling, and brand standards across existing stores, new openings, exhibitions / pop-ups, and

shop-in-shops—while tightly integrating merchandising, CRM, and marketing.

Key Responsibilities

Strategy & P&L

• Deliver sales, gross margin, and store contribution targets;

build monthly / quarterlyAOPs and OTB.

Plan network expansion (SIS / pop-ups), feasibility, and launch playbooks.

Store Operations & Experience

Standardize SOPs : appointment booking flow, bridal trials, alterations / TATs, after-sales, exchanges.

Ensure daily excellence on conversion, ATV, UPT, appointment–to–sale, and service SLAs.

Clienteling & CRM

Build a high-touch clienteling engine : VIP lists, wedding planners, stylists, concierge services, post-purchase care.

Own CRM stack (journeys, WhatsApp / email, cohorts, repeat rate, RFM), and client data hygiene.

Merchandising & Inventory

Translate design calendar to retail : assortment curation by store, size depth, colorways, occasion capsules.

target healthy inventory turns and days of cover.

People & Training

design incentives linked to KPIs.

Run a “Luxury Selling & Bridal Advisory” academy : etiquette, fittings, cross-sell, objection handling.

Must-Have Experience

≥3 years leading multi-store P&L.

Proven success in appointment-led selling (bridal / couture / occasion wear preferred).

Strong merchandising / OTB skills and CRM / clienteling expertise.

willingness to travel

Nice to Have

Network with stylists, wedding planners, and luxury concierges.

Experience in trunk show ,luxury collaboration and running exhibitions / trunk shows.

Fashion / Retail Management degree or equivalent.