Head – Retail Operations | EBO Retail Experience

Role:

Location:

Purpose of the Role:

Key Responsibilities:

Strategic & Business Leadership

• Define and execute the retail operations strategy to deliver sustainable growth.
• Drive revenue through L2L performance, new store expansion, and innovative sales levers.
• Partner with the buying team to bring in winning products and categories.
• Track competitor landscape and ensure Vision Express stays ahead with best practices and offerings.
• Act as a key contributor to the overall business strategy and performance.

Customer Experience & Engagement

• Build and maintain consistent brand experience across all stores.
• Strengthen loyalty programs and repeat purchase initiatives.
• Use CRM and digital engagement to re-engage lapsers and increase customer lifetime value.
• Replace non-adaptation with proactive, customer-first selling communication.

Sales & Profitability

• Ensure sales growth by leveraging different revenue drivers such as eye camps, indirect sales, CRM reactivation, and repeat contributions.
• Drive upselling and cross-selling opportunities to improve customer basket size and value.
• Maintain profitability by ensuring operational discipline and cost efficiency. Expansion & Growth
• Lead new store opening projects, including market assessment, location selection, and launch execution.
• Build and implement expansion plans to increase Vision Express’ footprint in strategic locations.

People & Leadership

• Lead, develop, and inspire regional managers, store managers, and retail teams to achieve business goals.
• Build team capability through structured training and development interventions.
• Create a high-performance culture with clear accountability and ownership.

Operations & Process Excellence

• Define and monitor store performance KPIs across conversion, engagement, and repeat contribution.
• Partner with supply chain and buying teams to ensure right product availability at the right time.
• Leverage technology (POS, ERP, CRM) to improve efficiency and enable data-driven decisions.
• Continuously evaluate and improve operational processes for agility and scalability.

Qualifications & Experience

• Bachelor’s degree in Business, Retail Management, or related field (MBA preferred).
• Extensive experience in retail operations, with proven success in leading multi-location businesses.
• Strong commercial acumen with deep understanding of retail P&L.
• Experience in customer experience design, loyalty programs, CRM engagement, and expansion projects.
• Excellent leadership, communication, and decision-making skills.

Key Competencies

• Strategic Thinking & Business Acumen
• Leadership & People Development
• Customer Experience Orientation
• Sales & Profitability Focus
• Market & Competitor Awareness
• Agility & Change Management Performance Metrics
• Growth in store sales and L2L performance
• Successful execution of new store openings and expansion plans
• Customer experience and loyalty outcomes
• Effectiveness of indirect sales and CRM initiatives
• Impact of eye camps and repeat contribution
• Profitability and operational efficiency
• Employee engagement and productivity