Retail Operations Manager

Role Overview

The Retail Operations Manager will oversee all aspects of retail store functioning, with a strong focus on delivering exceptional customer service and building a culture of hospitality. This role demands a leader who can inspire teams, maintain operational excellence, drive sales, and ensure that each customer experience reflects the values of Cambay Tiger & Fish & Meat Pantry. Soft skills, emotional intelligence, and team mentorship are essential traits for success in this position.

Key Responsibilities

• Customer Experience & Service Excellence
• Create and enforce a customer-first culture across all stores
• Coach store teams on soft skills, hospitality, and complaint resolution
• Personally handle high-priority or sensitive customer escalations
• Drive CSAT (Customer Satisfaction), NPS (Net Promoter Score), and feedback collection
• Train staff to deliver consistent service aligned with brand standards
• Use feedback and complaint data to build actionable insights

People & Team Management

• Recruit, train, and motivate store managers and front-line staff
• Create training modules focused on service excellence and empathy
• Ensure team morale, discipline, grooming, and punctuality
• Run weekly check-ins and monthly reviews with store teams
• Mentor high-potential employees for internal growth

Sales & Business Operations

• Drive store-wise monthly sales targets and monitor achievement
• Ensure high AOV (Average Order Value), conversion rate, and footfall growth
• Support launch of in-store offers and local marketing tie-ups
• Analyse daily sales, product mix, and performance data for decision-making SOPs, Visual Merchandising & Hygiene
• Ensure adherence to SOPs in billing, stock, service, hygiene, and grooming
• Conduct audits for cleanliness, food safety, and service quality
• Maintain consistent visual display across all stores in line with brand guidelines
• Ensure compliance with FSSAI and other regulatory norms

Expansion & New Store Setup

• Evaluate new store locations and formats
• Plan setup, hiring, training, and SOP readiness for new outlets
• Standardize launch process and post-opening performance review

Ideal Candidate Profile

• Education: Graduate in Hotel Management / BBM / MBA
• Experience: 5–8 years in food retail, QSR, or hospitality operations
• Skills: Strong interpersonal and communication skills, high empathy, conflict resolution, leadership, data-driven decision-making
• Tools Knowledge: POS Systems, Excel, Google Sheets, CRM tools, SOP audit systems
• Personality Traits: Calm under pressure, customer-obsessed, patient, positive mindset, team enabler

Location: Nariman Point, Mumbai

Contact No: 8980012552

Job Type: Permanent

Pay: ₹55,000.00 - ₹75,000.00 per month

Benefits:

• Health insurance
• Paid time off
• Provident Fund

Schedule:

• Day shift

Work Location: In person