Role Overview The Retail Operations Manager will oversee all aspects of retail store functioning, with a strong focus on delivering exceptional customer service and building a culture of hospitality. This role demands a leader who can inspire teams, maintain operational excellence, drive sales, and ensure that each customer experience reflects the values of Cambay Tiger & Fish & Meat Pantry. Soft skills, emotional intelligence, and team mentorship are essential traits for success in this position. Key Responsibilities Customer Experience & Service Excellence Create and enforce a customer-first culture across all stores Coach store teams on soft skills, hospitality, and complaint resolution Personally handle high-priority or sensitive customer escalations Drive CSAT (Customer Satisfaction), NPS (Net Promoter Score), and feedback collection Train staff to deliver consistent service aligned with brand standards Use feedback and complaint data to build actionable insights People & Team Management Recruit, train, and motivate store managers and front-line staff Create training modules focused on service excellence and empathy Ensure team morale, discipline, grooming, and punctuality Run weekly check-ins and monthly reviews with store teams Mentor high-potential employees for internal growth Sales & Business Operations Drive store-wise monthly sales targets and monitor achievement Ensure high AOV (Average Order Value), conversion rate, and footfall growth Support launch of in-store offers and local marketing tie-ups Analyse daily sales, product mix, and performance data for decision-making SOPs, Visual Merchandising & Hygiene Ensure adherence to SOPs in billing, stock, service, hygiene, and grooming Conduct audits for cleanliness, food safety, and service quality Maintain consistent visual display across all stores in line with brand guidelines Ensure compliance with FSSAI and other regulatory norms Expansion & New Store Setup Evaluate new store locations and formats Plan setup, hiring, training, and SOP readiness for new outlets Standardize launch process and post-opening performance review Ideal Candidate Profile Education: Graduate in Hotel Management / BBM / MBA Experience: 5–8 years in food retail, QSR, or hospitality operations Skills: Strong interpersonal and communication skills, high empathy, conflict resolution, leadership, data-driven decision-making Tools Knowledge: POS Systems, Excel, Google Sheets, CRM tools, SOP audit systems Personality Traits: Calm under pressure, customer-obsessed, patient, positive mindset, team enabler Location: Nariman Point, Mumbai Contact No: 8980012552 Job Type: Permanent Pay: ₹55,000.00 - ₹75,000.00 per month Benefits: Health insurance Paid time off Provident Fund Schedule: Day shift Work Location: In person