Zonal Head

Job Description: Zonal Head

Job Location : Kuwait

Reports To: COO / Quick Commerce Head

Role Summary

The Zonal Lead is responsible for overseeing the operations of multiple dark stores within a designated region, ensuring seamless execution, profitability, and customer satisfaction in a fast-paced quick commerce environment. This role drives operational excellence, mentors store managers, and ensures adherence to service level agreements (SLAs) while supporting local marketing initiatives and resolving escalations. The Zonal Lead plays a critical role in achieving regional profitability and maintaining high customer experience standards.

Key Responsibilities

● Dark Store Oversight: Manage and monitor operations across multiple clusters of dark stores to ensure efficiency and consistency.

● SLA Adherence: Ensure ≥ 98% compliance with operational SLAs, including delivery timelines and order accuracy.

● P&L Accountability: Drive store-level profitability, aligning with regional budgets and financial targets.

● Local Marketing Support: Collaborate with marketing teams to execute region-specific activations and promotional campaigns.

● Team Leadership: Mentor and guide store managers to enhance performance and operational discipline.

● Performance Reviews: Conduct weekly reviews with store managers to monitor KPIs, address gaps, and drive improvements.

● Stock & Accuracy Management: Monitor stock availability and ensure high picking accuracy to minimize errors and delays.

● Escalation Resolution: Address and resolve operational and customer escalations promptly to maintain service quality.

Key Performance Indicators (KPIs)

● Zone SLA Compliance: Achieve ≥ 98% adherence to operational SLAs across all dark stores in the region.

● Zone Profitability: Meet or exceed budgeted profitability targets for the region.

● Customer NPS: Maintain a Net Promoter Score (NPS) of ≥ 8/10 for customer satisfaction.

Skills & Competencies

● Proven leadership skills in managing multi-site operations and large teams.

● Strong operational control and problem-solving abilities in high-pressure environments.

● Ability to analyze financial and operational data to drive P&L performance.

● Excellent communication and stakeholder management skills to coordinate with marketing, operations, and leadership teams.

● Customer-centric mindset with a focus on maintaining high service standards.

Experience & Education

● Experience: 7–10 years in store operations, retail management, or quick commerce, with a focus on multi-site leadership.

● Education: Bachelor’s degree in Business, Operations, or a related field; MBA or equivalent preferred.

Work Environment

● Dynamic, fast-paced quick commerce setting requiring agility and hands-on leadership.

● Involves frequent travel within the region to oversee dark store operations and conduct reviews.

● Collaborative role working with store managers, marketing, and senior leadership teams.

Job Type: Full-time

Work Location: In person