Retail Operations Manager

Location: Bengaluru, India

Job Requirements Manager – Retail Operations Job Purpose To lead the retail operations agenda for the channel by driving sales growth, strengthening franchisee and employee engagement, improving merchandising effectiveness, developing the store network, and ensuring consistent execution of key business initiatives. Key Responsibilities 1. Sales & Business Management Formulate the annual business plan and translate business priorities into channel-level sales plans. Drive achievement of sales and growth objectives across the retail network. Review store performance and identify opportunities for improving productivity and profitability. Develop focused interventions for high-potential and underperforming stores. 2. Retail Operations Drive operational excellence and consistent implementation of retail standards across stores. Identify and lead special projects aimed at improving store performance and creating excitement within the channel. Review key operational metrics and initiate corrective actions where required. 3. Franchisee Engagement Build strong engagement with franchisee partners through structured reviews and regular communication. Understand franchisee concerns and work with relevant teams to resolve business and operational issues. Drive franchisee participation in key business and brand initiatives. 4. Employee Engagement Develop initiatives to improve employee engagement and motivation across the retail network. Drive recognition and engagement programs to build stronger store-team participation. Work with regional teams to strengthen capability and performance culture. 5. Merchandising & New Product Management Drive new-product penetration and improve merchandise productivity. Monitor and drive GMROF and other merchandise performance measures. Lead launch planning, product availability, VM alignment, launch communication and post-launch reviews. Provide structured marketplace feedback to merchandising and product teams. 6. Cross-Functional Coordination Work closely with Brand, Merchandising, VM and support functions for effective retail execution. Coordinate with Fragrance, Bags and Eye Plus teams to enable cross-category opportunities and seamless store execution. 7. Network Development & Store Revival Support development and operational readiness of new stores. Identify struggling stores and create structured revival plans in partnership with regional teams. Monitor improvement plans until the stores demonstrate sustainable progress. Customer Experience Drive the overall customer experience agenda across the retail channel, ensuring consistent delivery of defined CX standards across stores. Review customer experience performance, identify improvement opportunities and drive corrective initiatives with regional and store teams. Drive CX improvement programmes and strengthen customer-centric practices across the retail network. Retail Marketing Drive execution of retail marketing activities across the channel in alignment with the brand and marketing calendar. Coordinate with Marketing, Brand, VM and field teams to ensure effective store-level activation of campaigns and initiatives. Review execution effectiveness and identify opportunities to improve customer engagement and business impact. Key Performance Areas The role can be measured through: Achievement of channel sales and business objectives Store productivity and performance improvement Performance and stabilisation of new stores Revival of concern/underperforming stores Customer experience performance Franchisee engagement and effectiveness Merchandise productivity and new product penetration Retail marketing execution Store employee engagement Retail SOP and operational compliance Effectiveness of key cross-functional initiatives Work Experience Experience Relevant experience in retail operations, sales, multi-store management or channel management . Strong exposure to driving business performance across a geographically distributed store network. Experience of working with franchisees or business partners would be preferred. Experience in consumer-facing retail categories is desirable. Demonstrated exposure to store performance improvement, customer experience and cross-functional execution.