Retail Excellence Manager

Role & responsibilities

• Define and cascade store-wise, category-wise sales targets aligned to AOP
• Review performance across KPIs: WSP achievement, NOB, UPT, ATV, ABS, FPST, and conversion
• Lead weekly and monthly performance diagnostics to surface problem clusters and act decisively
• Lead design and deployment of diagnostic tools (e.g., Freshness Index, STPW, SGL gaps, S/R ratio)
• Create and enforce playbooks for footfall generation, visual merchandising, and stock productivity
• Ensure corrective actions from mystery audits, VM audits, and CRM campaign ROI are closed timely
• Design and track against weekly PJP for ASMs and RSMs combination of top doors, low performance doors and doors with staffing attendance issues
• Track staff performance KPIs and intervene (schedule staff capability programs based on behavioral insights - low conversion, low UPT, low NPS)
• Track and report cases where gap due to attrition and delayed hiring is leading to missed sales
• Serve as the SPOC for cross-functional retail asks / play active role in reviews and other forums
• Monitor

  NPS, CSAT, and mystery audit

  performance across the network
• Identify root causes of poor customer feedback (wait time, staff behavior, layout)
• Define what best-in-class looks like, create and implement SOPs to achieve the same
• Track complaint logs and resolution status by region/store
• Monitor

  Sales-to-Rent (S/R)

  ratios and

  Operating Profit

  trends
• Flag underperforming or non-viable stores using data-driven triggers
• Support decisions related to closures, resizing, or rent renegotiation

Preferred candidate profile

• Strong analytical orientation with

  fluency in retail KPIs, store operations, and merchandising logic

• Proven experience in managing

  store clusters

  , resolving

  people/ store/ merch

  issues swiftly
• Track record of deploying

  playbooks or frameworks

  at scale
• Collaborative, field-oriented, and process-rigorous
• Track-record of managing sales teams for a region would be a plus