Head Retail Operations

Key Responsibilities

1. Store Operations

* Take complete ownership of day-to-day retail operations.

* Ensure smooth functioning of company-owned and franchise stores.

* Establish and monitor opening and closing procedures.

* Maintain operational discipline across all departments.

* Ensure adherence to company SOPs.

* Monitor store productivity and staff performance.

* Identify operational gaps and implement corrective actions.

* Ensure every outlet delivers a consistent Banwarilal Chandiwala experience.

2. Franchise Operations

* Act as the central operations authority for franchise outlets.

* Support franchisees during pre-opening, launch and post-opening phases.

* Coordinate with franchisees on store setup, staffing, training, inventory and operational readiness.

* Develop a standard franchise operating system.

* Conduct regular franchise store audits.

* Track franchisee performance and identify underperforming locations.

* Create corrective action plans wherever required.

* Ensure franchisees follow company-approved pricing, customer service, inventory and brand policies.

3. SOP Development

Create and continuously improve the Banwarilal Chandiwala Retail Operations Manual, covering:

* Store opening/closing

* Customer greeting

* Sales process

* Product presentation

* Billing

* Cash handling

* Inventory handling

* Stock transfer

* Stock reconciliation

* Exchange/buyback process

* Repairs

* Customer complaints

* Security

* Housekeeping

* Staff grooming

* Daily reporting

* Emergency procedures

The objective is to make the business process-driven rather than person-dependent.

4. Sales Operations

* Set store-wise sales targets in coordination with management.

* Monitor daily, weekly and monthly sales.

* Analyse:

* Sales per employee

* Average bill value

* Customer conversion

* Footfall

* Repeat customers

* Category-wise sales

* Gross margin

* Top-selling SKUs

* Slow-moving products

* Work with store managers to improve productivity.

* Develop sales improvement plans for underperforming stores.

5. Inventory & Stock Control

Silver inventory is one of the most critical areas of the business.

The Head of Retail Operations will work closely with the Merchandise/Procurement and Finance teams to ensure:

* Accurate stock records

* Daily stock discipline

* Proper tagging

* Stock reconciliation

* Inter-store transfers

* Physical verification

* Stock ageing monitoring

* Slow-moving inventory identification

* High-value item controls

* Prevention of stock loss/shrinkage

* Regular inventory audits

Any discrepancy must be immediately investigated and reported.

6. Store Audit & Compliance

Develop a structured Retail Audit System.

Regularly audit:

* Sales

* Inventory

* Cash

* Billing

* Customer service

* Staff attendance

* SOP compliance

* Security

* CCTV

* Housekeeping

* Visual merchandising

* Brand standards

Prepare monthly store audit reports and corrective action plans.

7. Team Management

* Lead Store Managers and operational teams.

* Define responsibilities and KRAs for store employees.

* Work with HR for recruitment of store staff.

* Establish performance review systems.

* Identify high performers and future store leaders.

* Take corrective action against poor performance.

* Develop incentive structures in coordination with management.

8. Training

Build a central training program for Banwarilal Chandiwala employees.

Training should cover:

* Silver knowledge

* 999/999.9 purity

* Hallmarking

* Product knowledge

* Jewellery selling

* Customer psychology

* Upselling

* Cross-selling

* Billing

* Exchange/buyback policies

* Customer complaints

* Security

* Grooming

* Brand story

All new franchise stores must complete operational training before opening.

9. New Store Opening

Take operational responsibility for new franchise/store launches.

Coordinate with:

Franchise Team Interior Team Procurement Inventory HR Training Marketing Store Manager

Ensure the store is completely operationally ready before launch.

Create a Pre-Opening Checklist covering:

* Staff

* Inventory

* POS

* CCTV

* Security

* Signage

* Uniforms

* Billing

* Packaging

* Marketing material

* Training

* SOP implementation

* Trial operations

10. Customer Experience

Build a premium and consistent customer experience across all outlets.

Monitor:

* Customer greeting

* Product presentation

* Waiting time

* Billing experience

* Packaging

* Complaint resolution

* Exchange/buyback experience

* After-sales service

* Repeat customer engagement

Customer complaints should be tracked centrally and resolved within defined timelines.

11. MIS & Reporting

Create a daily/weekly/monthly retail MIS.

Daily Dashboard

* Sales

* Footfall

* Conversion

* Average bill value

* Number of bills

* Category sales

* Stock movement

* Cash/UPI reconciliation

* Major customer complaints

Monthly Review

* Store profitability

* Sales growth

* Gross margin

* Inventory turnover

* Stock ageing

* Employee productivity

* Customer acquisition

* Repeat customers

* Operational issues

Present the monthly retail performance report to the Founder/CEO.