Head Retail Operations

MERINO INDUSTRIES LIMITED; India; On-site; INR 502,000 - 837,000; Full time

Job summary

MERINO INDUSTRIES LIMITED in India seeks a Store Leader for Brand Experience Centres to drive KPIs, manage staff, collaborate with marketing, and plan influencer events. The role focuses on enhancing customer experience, maintaining facilities, and delivering strong sales performance across venues.

You will oversee lead generation, SOP development, and cross-functional sales handovers, while ensuring financial discipline and consistent reporting.

Qualifications

• Driving KPIs to evaluate performance of Brand Experience Centres.
• Oversee recruitment, training, and development of staff within Experience Centres.
• Collaborate with marketing to drive footfall and engagement, including launch events.
• Conceptualize and host events to connect centres with key influencers.
• Identify opportunities to enhance customer experience and satisfaction.
• Establish systematic maintenance for Brand Experience Centres.
• Manage lead generation and sales pipeline; develop SOPs and ensure handovers.
• Generate regular reports on store performance, sales metrics, and customer feedback.
• Manage store budget and ensure operations stay within financial parameters.

Responsibilities

• Define and monitor KPIs to evaluate the performance and success of Brand Experience Centres.
• Implement corrective actions to achieve and exceed performance targets.
• Oversee the recruitment, training, and development of staff within Experience Centres.
• Optimize staffing levels to ensure efficient operations and exceptional customer service.
• Define KPIs for each individual roles and regular monitoring ensuring achievement.
• Collaborate with marketing teams to plan and execute promotional activities to drive footfall and customer engagement including launch events.
• Conceptualize, plan, and host exclusive events aimed at fostering connections between our Experience Centres and key influencers like AID, Contractors.
• Continuously identify opportunities to enhance the overall customer experience within Brand Experience Centres and implement initiatives to improve customer satisfaction.
• Establish and oversee a systematic approach to the maintenance of Brand Experience Centres.
• Collaborate with relevant teams to address maintenance issues promptly and maintain a pristine environment.
• Manage lead generation processes to ensure a consistent and effective sales pipeline.
• Develop SOPs and collaborate closely with branch sale steams to facilitate efficient lead handovers.
• Establish sales integration with branch teams to ensure lead closures and reporting of sales numbers.
• Generate regular reports on store performance, sales metrics, and customer feedback.
• Conduct thorough reviews and monitoring activities to identify areas for improvement and implement necessary adjustments.
• Manage the store's budget, track expenses, and ensure that the store operates within its financial parameters.

Job description

Role & Responsibilities

1. Driving the Store Key Performance Indicators (KPIs):
   
1. Define and monitor KPIs to evaluate the performance and success of Brand Experience Centres.
2. Implement corrective actions to achieve and exceed performance targets.
2. Manpower Management:
   
1. Oversee the recruitment, training, and development of staff within Experience Centres.
2. Optimize staffing levels to ensure efficient operations and exceptional customer service.
3. Define KPIs for each individual roles and regular monitoring ensuring achievement.
3. Promotions and Marketing Initiatives:
   
1. Collaborate with marketing teams to plan and execute promotional activities to drive footfall and customer engagement including launch events.
4. Influencer Connect Meet and Greet Events:
   
1. Conceptualize, plan, and host exclusive events aimed at fostering connections between our Experience Centres and key influencers like A&ID, Contractors.
5. Customer Experience Enhancement:
   
1. Continuously identify opportunities to enhance the overall customer experience within Brand Experience Centres and implement initiatives to improve customer satisfaction.
6. Maintenance:
   
1. Establish and oversee a systematic approach to the maintenance of Brand Experience Centres.
2. Collaborate with relevant teams to address maintenance issues promptly and maintain a pristine environment.
7. Lead Pipeline Management and sales integration
   
1. Manage lead generation processes to ensure a consistent and effective sales pipeline.
2. Develop SOPs and collaborate closely with branch sale steams to facilitate efficient lead handovers.
3. Establish sales integration with branch teams to ensure lead closures and reporting of sales numbers.
8. Reporting, Monitoring, and Reviews:
   
1. Generate regular reports on store performance, sales metrics, and customer feedback.
2. Conduct thorough reviews and monitoring activities to identify areas for improvement and implement necessary adjustments.
9. Financial Management:
   
1. Manage the store's budget, track expenses, and ensure that the store operates within its financial parameters.