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
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.