Business Head - Retail Operations

Kushals Fashion Jewellery · Delhi, India

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