Head of Retail Operations

Responsibilities Retail Operations Leadership: Lead and manage all outlet operations to deliver sales, profitability, and experience targets Oversee day-to-day execution across regions, ensuring adherence to brand standards, SOPs, and operational discipline Conduct regular audits and site visits, resolving performance gaps and managing risks Cross-Functional Leadership & Collaboration: Work closely with Finance, Marketing, Supply Chain, and HR to align operations with broader organizational goals Drive pricing decisions and provide input on campaign execution, logistics, and cost efficiency opportunities. Support digital innovation, new sales channels and process automation Performance Management & Execution: Design and embed performance management systems (KPIs, appraisals, coaching, escalation frameworks) for all retail teams Drive outlet-level KPIs including sales per outlet, transaction count, labor ratio, and cost-to-sales metrics Optimize resource planning, staffing, and scheduling based on data and business cycles. Strategic Sales & Growth Planning: Forge and execute retail sales strategies across all locations Lead outlet expansion, including site selection, market surveys, relocations, and refurbishments. Stay ahead of the curve on competitor activity, market shifts, and customer behavior trends. Product & Experience Optimization: Collaborate with Product, Marketing, and R&D teams to optimize product mix per location, based on sales data and local preferences. Champion customer-centric thinking in layout, service flow, and in-store experiences Drive superior customer experience by ensuring service excellence, resolving escalated issues, implementing feedback-based improvements, and overseeing quality assurance and compliance with health and safety standards Utilize virtual operations tools and data dashboards to drive visibility and faster decision-making. Culture & People Development: Build and maintain a culture of excellence, discipline, and continuous improvement across all operational views. Collaborate with HR on recruitment, onboarding, and capability development of outlet teams and middle managers Support succession planning and internal promotions based on data-backed performance tracking. Financial Oversight: Analyze P&L per outlet, identify opportunities to reduce waste, boost revenue, and optimize inventory turnover Co-create budgets and forecast and lead monthly performance reviews with accountability at all levels. Key Performance Metrics Outlet sales growth and cost-to-sales ratios Store profitability and shrinkage control Operational compliance and audit result Customer satisfaction and retention metric Staff retention, bench strength, and promotion rates Successful store openings, refurbishments, and relocations. Qualifications & Experience Bachelor’s Degree in Business, Hospitality, Operations Management, or related field (MBA preferred) 8–12 years of experience in multi-unit QSR or food service operations, with 3–5 yea