Kushals Retail - Business Head - Retail Operations

Designation: Business Head Retail Ops.

Department: Retail Operations.

Role Overview:

The Head Retail Operations will be responsible for building and scaling the retail operations function for the brand. This role will establish operational frameworks, processes, and systems to ensure efficient store operations, consistent customer experience, and scalable growth across all retail locations.

Responsibilities:

Retail Operations Setup & Governance:

- Build the retail operations function from the ground up, including SOPs, store processes, and governance frameworks.

- Design store operating models, staffing structures, and operational workflows.

- Establish standard operating procedures for store operations, compliance, and customer experience.

- Create scalable operational systems to support multi-store expansion.

Store Operations Management:

- Oversee day-to-day operations across all retail stores, ensuring operational efficiency and consistency.

- Ensure adherence to brand standards, SOPs, VM guidelines and operational policies across stores.

- Monitor store-level performance metrics including sales productivity, conversion, average bill value, and operational efficiency.

- Drive operational discipline across stores.

- Ensure alignment between store operations, brand campaigns, merchandising strategy, and customer experience initiatives.

New Store Openings (NSO):

- Lead operational readiness for new store openings.

- Define store launch playbooks, checklists, and execution frameworks.

- Coordinate with projects, VM, marketing, HR, IT, and Warehouse teams to ensure smooth store launches.

- Ensure stores are operationally ready before launch including staffing, systems, inventory, and SOP training.

Operational Excellence & Process Improvement:

- Build processes to drive standardization and operational efficiency across stores.

- Implement retail audits, compliance mechanisms, and operational reviews.

- Drive continuous improvement initiatives in store operations, service delivery, and operational cost management.

Inventory & Supply Chain Coordination:

- Work closely with the warehouse team to ensure optimal inventory availability.

- Establish processes for inventory control, stock replenishment, and shrinkage management.

- Monitor sell-through, stock availability, and stock movement across stores.

Customer Experience & Service Standards:

- Define and implement customer experience standards across retail stores.

- Build service protocols that align with the brand positioning and customer expectations.

- Monitor customer feedback and implement improvements to enhance store-level customer experience.

Team Building & Capability Development:

- Define roles, responsibilities, and performance metrics for store teams.

- Work closely with HR to drive hiring, training, and capability development programs.

- Foster a culture of accountability, ownership, and operational excellence.

Performance Monitoring & Reporting:

- Implement dashboards and reporting systems to track store performance and operational metrics.

- Conduct regular performance reviews with store teams.

Candidate Profile:

- 10 - 15+ years of experience in retail operations.

- Experience in fashion, lifestyle, jewellery, or consumer retail brands.

- Proven experience managing multi-store retail networks.

- Experience in retail expansion and new store openings.

- Experience working closely with VM and marketing teams for store execution.

- Strong retail operations expertise.

- Operational excellence and process-driven mindset.

- Strong leadership and team-building capability.

- Experience in multi-store retail operations.

- Strong analytical and problem-solving skills.

- Ability to manage cross-functional collaboration.

- Strong understanding of retail metrics and store performance drivers.