Zonal Head- Retail Operations

The Zonal Head Operations is a senior leadership role responsible for driving operational excellence, revenue growth, and customer experience across all Dark Stores and Hybrid COCO Stores within the assigned zone. This role ensures that every store consistently delivers on performance across E-commerce fulfillment, Walk-in Retail, Hyperlocal delivery, and Marketplace operations. The position leads a team of Area Managers, who in turn manage Store Managers, ensuring operational, quality, and financial KPIs are met according to FNP standards.

Role & responsibilities

1. Zonal Leadership & Strategy Execution

• Own the complete operational performance of 3040 stores within the assigned geography.
• Translate national retail strategy into a zonal action plan with clear KPIs across Ecom, Walk-in Retail, Hyperlocal, and Marketplace.
• Drive zonal growth by identifying micro-market opportunities and unlocking revenue levers

2. Multi-Function Store Operations Management

• Ensure each store meets SLAs across E-commerce fulfillment, Walk-in experience, Hyperlocal delivery, and Marketplace orders.
• Maintain operational discipline in product availability, store readiness, merchandising, and VM standards.

3. Team Leadership & Capability Building

• Lead and coach Area Managers.
• Build strong talent bench across stores.
• Conduct structured reviews and business plans.

4. Performance Management, P&L & Accountability

• Own zonal P&L including revenue, cost, and store EBITDA.
• Improve operational efficiency and manpower productivity. 5.

5.Customer Experience & Quality Delivery

• Maintain high standards of product quality
• Ensure seamless last-mile with strict delivery TATs.
• Resolve escalations and implement corrective actions.

6. Process Compliance & Audit Governance

• Ensure adherence to SOPs.
• Conduct audits on stock, hygiene, manpower, and safety.
• Drive compliance with retail processes and legal documentation.

7. Cross-Functional Collaboration

• Work with Supply Chain, Category, Ecom Ops, CRM/Marketing, HR.
• Act as Zonal SPOC with central teams.

8. Occasion Readiness & Peak Management

• Lead peak readiness for major occasions.
• Build manpower, throughput, and delivery readiness plans

Preferred candidate profile

• Graduate/MBA preferred.-
• 10-15 years experience in Retail Ops / Dark Stores / Hyperlocal / QSR / FMCG / Omnichannel.
• Operational rigor
• Leadership & people management
• Analytical and dashboard-driven
• Communication & stakeholder management
• Customer-first mindset

Interested candidates may apply directly or share their CV's at pooja.bhatt@fnp.com