Head of Retail Operations

Role Overview:We are looking for a dynamic and result-oriented Head of Retail Operations to lead and scale our retail business across COCO (Company Owned Company Operated) and FOFO (Franchise Owned Franchise Operated) formats. This role will be responsible for driving operational excellence, revenue growth, profitability, and customer experience across all retail outlets.Key Responsibilities:1. Retail Operations ManagementOversee end-to-end operations of all retail stores across COCO & FOFO formatsEnsure standardization and adherence to SOPs across all locationsDrive store productivity, operational efficiency, and service excellence2. P&L OwnershipOwn and manage the overall P&L for retail operationsDrive revenue growth, optimize costs, and improve store-level profitabilityMonitor key financial metrics including sales, margins, and EBITDA3. Franchise (FOFO) ManagementBuild and maintain strong relationships with franchise partnersEnsure franchise compliance with brand guidelines and operational standardsSupport franchise partners in business growth, training, and performance improvement4. COCO Store ManagementDrive performance of company-owned stores through effective team managementEnsure high standards of visual merchandising, inventory management, and customer experienceOptimize staffing, training, and store processes5. Expansion & StrategyIdentify opportunities for retail expansion across geographiesCollaborate with leadership on store rollout strategies and market penetrationEvaluate store performance and rationalize underperforming locations6. Team LeadershipLead, mentor, and develop regional and store-level teamsBuild a high-performance, customer-centric retail cultureDrive training initiatives for store teams and franchise partners7. Customer Experience & Brand ExcellenceEnsure consistent and premium customer experience across all touchpointsMonitor customer feedback and implement improvementsUphold brand standards across stores including visual merchandising8. Inventory & Supply Chain CoordinationEnsure optimal inventory levels across storesMinimize stock-outs and overstock situationsCollaborate with supply chain teams for efficient replenishmentKey Requirements:12–18 years of experience in retail operations, with strong exposure to multi-store managementProven experience managing both COCO & FOFO retail formatsStrong understanding of P&L management and financial planningExperience in scaling retail operations and managing large teamsStrong stakeholder management, especially with franchise partnersData-driven decision-making and analytical mindsetExcellent leadership, communication, and problem-solving skills

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