Pan India Operations Head - From Retail & QSR Industry -Mumbai

Operational Strategy & Execution

- Design and implement scalable operational strategies aligned with business goals and customer experience standards across all café locations.

- Drive key performance metrics including productivity, efficiency, cost control, and service quality, using data-driven insights for continuous improvement.

- Develop, standardize, and enforce SOPs to ensure consistency in food preparation, service, hygiene, and store operations.

- Ensure compliance and accountability through regular training, audits, and performance reviews at store and regional levels.

- Collaborate with cross-functional teams (HR, Supply Chain, Projects, Marketing) to align operations with new launches, campaigns, and process improvements.

- Leverage technology platforms (POS, inventory, workforce tools) to optimize operational visibility and efficiency.

P&L and Financial Oversight

- Own and manage the P&L for all assigned café locations, ensuring profitability and sustainable revenue growth.

- Optimize operational budgets, controlling labor, raw material, and overhead costs while maintaining quality standards.

- Conduct regular financial performance reviews to identify cost-saving opportunities and improve unit-level economics.

- Coordinate with Finance to ensure timely reporting, forecasting, and adherence to fiscal targets.

People Management & Team Development

- Lead, coach, and develop multi-level teams including Regional Managers, Store Managers, and front-line staff.

- Build a performance-driven culture focused on accountability, service excellence, and team engagement.

- Implement structured training programs to ensure role readiness, upskilling, and career development.

- Manage workforce planning, including hiring, rostering, productivity tracking, and attrition control.Role & responsibilities

People Management & Team Development

- Lead, coach, and develop multi-level teams including Regional Managers, Store Managers, and front-line staff.

- Build a performance-driven culture focused on accountability, service excellence, and team engagement.

- Implement structured training programs to ensure role readiness, upskilling, and career development.

- Manage workforce planning, including hiring, rostering, productivity tracking, and attrition control.

Café Launches & Expansion

- Oversee end-to-end execution of new café openings, including site assessment, staffing, vendor coordination, and launch readiness.

- Collaborate with Projects, HR, and Marketing teams to ensure smooth rollouts and post-launch stabilization.

- Maintain brand and operational consistency across legacy and newly launched stores.

Customer Experience & Quality Assurance

- Ensure best-in-class customer experience through consistent service, ambiance, and product quality.

- Monitor customer feedback, NPS, and mystery audits to identify and resolve service gaps.

- Implement and enforce health, safety, and hygiene standards in compliance with legal and brand requirements.

- Create a culture of customer-first thinking across all levels of staff.

Supply Chain & Vendor Management

- Coordinate with the supply chain team for inventory planning, procurement, and timely replenishments.

- Manage vendor relationships to ensure product quality, cost efficiency, and on-time deliveries.

- Track and optimize inventory levels, reducing waste and improving margin performance.

- Resolve supply-related issues with minimal impact to store operations.

Qualifications & Skills

- Bachelors or Masters degree in Hospitality Management, Business Administration, or a related field.

- 1015 years of progressive experience in Café/QSR/F&B retail operations, with multi-unit leadership.

- Strong knowledge of P&L management, SOP design, inventory, and vendor control.

- Experience in scaling operations, preferably in a high-growth or startup environment.

- Excellent leadership, problem-solving, and interpersonal skills.

- Proficient with POS systems, Excel, and operational analytics tools.

Salary :- 35 to 50 LPA

Job Location :- Mumbai -Worli

Contact Details :-

HR-Chitra Aher

Chitra@oasishrconsultant.com