Head Operations

Role Definition

The Operations Head is responsible for the overall operational performance , ensuring smooth day-to-day functioning, sales performance, customer experience, manpower productivity, inventory discipline and adherence to company processes and standards.

Key Responsibilities

1. Store Operations: Ensure smooth and disciplined daily store functioning; monitor SOP implementation, opening/closing and operational standards; identify gaps and implement corrective actions.

2. Sales & Business Performance: Drive achievement of store sales and productivity targets; monitor daily, weekly and monthly sales, conversion and team performance; take timely corrective measures.

3. Team & Manpower Management: Lead Store Managers, Sales, Billing, Warehouse and Support teams; ensure proper manpower deployment and productivity; set KRAs, monitor performance and provide regular feedback.

4. Customer Experience: Maintain high standards of customer service and selling experience; handle escalated customer issues; ensure effective resolution and encourage repeat business.

5. Inventory & Stock Control: Ensure proper stock movement, storage and availability; monitor stock discrepancies, transfers, damages and ageing; coordinate with warehouse and store teams for inventory accuracy.

6. Process & Compliance: Ensure adherence to company policies, SOPs and statutory requirements; monitor billing, cash handling, attendance and operational controls; conduct regular operational audits.

7. Reporting & Management Coordination: Prepare and review daily, weekly and monthly operational reports; present performance updates, issues and action plans to management; coordinate with HR, Marketing, Finance and other departments.

Key Outcomes / KRAs

• Achievement of sales and store targets
• Improved team productivity
• Excellent customer experience
• Accurate inventory and stock control
• Effective manpower utilisation
• Strong SOP and process compliance
• Reduction in operational errors, losses and customer complaints

Key Skills

Leadership | Operations | Sales | People Management | Inventory | Analytics | Problem Solving

Ideal Candidate

A strong retail operations professional with experience in fashion/apparel/saree retail, capable of managing people, processes and business performance while maintaining high customer-service standards.

Ways of Working

• Maintain strong floor presence and operational discipline.
• Review performance regularly and communicate issues early.
• Coordinate closely with Store Managers and support functions.
• Ensure timely execution of management decisions and action plans.
• Use data and reports to identify gaps and improve store performance.
• Maintain high standards of customer service, teamwork and accountability.