Head – Retail Operations

Job Description

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.

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.