Head of Retail Operations

Responsible for EBO/LFS/SIS Business

1) Meeting financial and service targets.

2) Responsibility of –

a) achievement of EBO, LFS(Large format Store) and SIS targets

b) Sales team of the EBOs, LFS & SIS Stores

c) Sales staff and store productivity

d) Customer service

e) VM implementation

f) Working relationship with LFS partners and EBO property owners

Duties and Responsibilities

• Responsible for maintaining all financial parameters within the department
• Maintaining KPI’s of the channel and team members
• Optimizing Sales vs stock levels within the respective channel
• Preparing and presenting Weekly/SP sales reports by channel.

Customer Service

• Responsibility for creating an enjoyable customer experience which exceeds customary standards and service levels
• Identify and implement improved service practices and procedures
• Maintain accurate customer data information
• Maintain an overall 100% client satisfaction rating for all team members

Channel Marketing (Both EBOs and LFS)

• Responsible for development of annual promotion calendar for both EBOs and LFS
• Responsible for coordinating with Marketing team to initiate and implement promotions and events
• Assist with the development of marketing collateral to support promotions

Team Management

• Create/Modify team structure both for managerial and sales staff(store level)
• Responsible for maintaining budgeted staff strength at all levels of the channel
• Establish KPIs of each level and evaluate performances against them
• Plan and monitor incentive and other development/training programs for new joiners and potential team members
• Implementation and monitoring of SOPs, reporting of subordinates and expenses of both stores and individuals

Store Display

• Co-ordinate development of VM plans for both EBO and LFS
• Ensure implementation of VM plans in both EBO and LFS
• Implementation of SOP's of EBO's

Other areas

• Coordinate with merchandise team on stock requirements
• Coordinate with LFS partners on POS
• Coordinate with merchandise team for merchandise requirement for new stores (all formats)
• Maintain relationship with SM and Territory Concept Managers of LFS partners

Work Experience: 10 to 20 years with at least 3-5 years at same level

Industry: Soft furnishing/ Clothing industry/ Retail

Reporting To: Directors

Compensations: 30 lacs per annum. Higher Package can be considered based on the candidate's capabilities.