Head - Retail Operations

Job Title: Head Retail Operations

Reports To:

Purpose of the Role

The Head of Retail Operations is responsible for driving business performance across all stores with a strong focus on revenue growth, like-to-like (L2L) improvement, and expansion through new store openings. The role is central to building exceptional customer experience, strengthening loyalty and CRM engagement, and driving sales through multiple levers such as indirect sales, eye camps, and repeat purchase contribution. The leader will also keep a close track of competitor activity and introduce best-selling strategies in collaboration with the buying team.

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