Head of Retail Operations

Reliance Brands Limited; Mumbai; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Reliance Brands Limited in Mumbai seeks a Store Operations Lead to drive performance across its retail network, implement annual plans, and ensure brand standards. This role focuses on end-to-end store operations, customer experience, new store openings, inventory management, analytics, and retail transformation, partnering with HR, Finance, and VM teams.

Ideal candidates will have proven ability to lead cross-functional teams, establish governance, and deliver measurable improvements in sales

Responsibilities

• Own retail performance across the store network, driving Sales, NSV, EBITDA, and productivity metrics.
• Translate business plans into store targets, priorities and execution plans.
• Drive like-for-like growth, conversion, ATV/ABV, UPT and overall store productivity.
• Identify underperforming stores and lead interventions to improve performance.
• Partner with Business Heads on annual operating plans and retail strategy.
• Own end-to-end operations across EBOs, MBOs, SIS and other formats.
• Establish operating standards, processes and governance across the network.
• Lead new store openings, relocations, renovations and expansion readiness.

Job description

• Own retail performance across the store network and drive achievement of Sales, NSV, EBITDA, AOP and productivity metrics.
• Translate business plans into store-level targets, priorities and execution plans.
• Drive like-for-like growth, conversion, ATV/ABV, UPT and overall store productivity.
• Identify underperforming stores and lead structured interventions to improve performance.
• Partner with Business Heads on annual operating plans, growth plans and retail strategy.

2. Store Operations

• Own end-to-end operations across EBOs, MBOs, SIS and other retail formats.
• Establish operating standards, processes and governance across the network.
• Drive consistent execution of SOPs, commercial calendars and brand standards.
• Ensure strong discipline around opening/closing processes, inventory, cash management, shrinkage and compliance.
• Build a robust store audit and review mechanism with clear RAG-based action tracking.

3. Customer Experience

• Own the overall customer experience across the retail network.
• Drive initiatives to improve customer engagement, conversion and service quality.
• Use customer feedback, NPS, mystery shopping and store insights to identify experience gaps.
• Partner with VM and Brand teams to ensure the store environment consistently reflects brand positioning.

4. New Store Openings & Expansion

• Lead operational readiness for new store openings, relocations, renovations and format expansion.
• Partner with Projects, Store Development, VM, HR, Supply Chain and Finance to ensure stores are launch-ready.
• Establish pre-opening checklists and governance covering people, inventory, systems, VM and operational readiness.
• Ensure new stores achieve planned ramp-up and productivity milestones.
• Own the retail manpower strategy in partnership with HR and ensure the right talent architecture across stores.
• Build a strong pipeline of Store Managers and frontline leaders.
• Drive leadership development, succession planning and internal mobility across the retail network.
• Establish clear performance expectations and accountability across the field organisation.
• Improve frontline engagement and reduce avoidable attrition.

6. Commercial & Inventory Management

• Partner with Buying & Merchandising to optimise product availability and store-level assortment.
• Drive inventory productivity through effective allocation, replenishment and stock movement.
• Ensure strong coordination between stores, warehouse and merchandising teams.
• Lead initiatives around ageing inventory, liquidation and stock balancing.

7. Retail Analytics & Performance Management

• Establish a strong retail performance dashboard covering Sales, NSV, LFL, Conversion, ATV, UPT, Productivity, Shrinkage and Customer Metrics.
• Use data and store-level insights to identify performance opportunities.
• Conduct regular regional and store reviews with clear action plans.
• Build a culture of fact-based decision making across the retail organisation.

8. Retail Transformation

• Identify opportunities to simplify processes, improve productivity and reduce operational costs.
• Drive adoption of technology and digital tools across stores.
• Lead initiatives around workforce productivity, automation and process improvement.
• Benchmark retail practices and bring relevant external best practices into the organisation.