Head Retail Operations

Bizaccen Knnect; Patna; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Bizaccen Knnect is seeking a dynamic Head of Retail Operations to oversee day-to-day store operations, including company-owned and franchise locations, with a focus on SOP compliance, staff performance, inventory control, audits and training. You will drive standardized processes and implement corrective actions to ensure a Banwarilal Chandiwala experience across all outlets.

The role also covers franchise support from pre-opening to post-opening, development of a unified operating system, and

Qualifications

• Responsibilities span end-to-end retail operations, franchise operations, SOP development, sales, inventory, audits, team management, training, new store openings, customer experience, and MIS/reporting.

Responsibilities

• Take complete ownership of day-to-day retail operations.
• Ensure smooth functioning of company-owned and franchise stores.
• Establish and monitor opening and closing procedures.
• Maintain operational discipline across all departments.
• Ensure adherence to company SOPs.
• Monitor store productivity and staff performance.
• Identify operational gaps and implement corrective actions.
• Ensure every outlet delivers a consistent Banwarilal Chandiwala experience.
• Act as the central operations authority for franchise outlets.
• Support franchisees during pre-opening, launch and post-opening phases.
• Coordinate with franchisees on store setup, staffing, training, inventory and operational readiness.
• Develop a standard franchise operating system.
• Conduct regular franchise store audits.
• Track franchisee performance and identify underperforming locations.
• Create corrective action plans wherever required.
• Ensure franchisees follow company-approved pricing, customer service, inventory and brand policies.
• Create and continuously improve the Banwarilal Chandiwala Retail Operations Manual, covering: Store opening/closing, Customer greeting, Sales process, Product presentation, Billing, Cash handling, Inventory handling, Stock transfer, Stock reconciliation, Exchange/buyback process, Repairs, Customer complaints, Security, Housekeeping, Staff grooming, Daily reporting, Emergency procedures.
• The objective is to make the business process-driven rather than person-dependent.
• Set store-wise sales targets, monitor sales and analyze metrics like sales per employee, average bill value, conversion, footfall, repeat customers, category sales, gross margin, top-selling SKUs, slow-moving products.
• Work with store managers to improve productivity and develop sales improvement plans for underperforming stores.
• Silver inventory is one of the most critical areas of the business.
• Collaborate with Merchandise/Procurement and Finance to ensure accurate stock records, daily stock discipline, proper tagging, stock reconciliation, inter-store transfers, physical verification, stock ageing monitoring, slow-moving inventory identification, high-value item controls, prevention of stock loss/shrinkage, regular inventory audits.
• Any discrepancy must be immediately investigated and reported.
• Develop a structured Retail Audit System and regularly audit Sales, Inventory, Cash, Billing, Customer service, Staff attendance, SOP compliance, Security, CCTV, Housekeeping, Visual merchandising, Brand standards; prepare monthly store audit reports and corrective action plans.
• Lead Store Managers and operational teams; define responsibilities and KRAs; recruit store staff with HR; establish performance reviews; identify high performers; take corrective action; develop incentive structures.
• Build a central training program covering Silver knowledge, 999/999.9 purity, Hallmarking, Product knowledge, Jewellery selling, Customer psychology, Upselling, Cross-selling, Billing, Exchange/buyback policies, Customer complaints, Security, Grooming, Brand story; ensure new franchise stores complete operational training before opening.
• Take operational responsibility for new franchise/store launches; coordinate with Franchise Team, Interior Team, Procurement, Inventory, HR, Training, Marketing, Store Manager; ensure store is fully operationally ready; create Pre-Opening Checklist (Staff, Inventory, POS, CCTV, Security, Signage, Uniforms, Billing, Packaging, Marketing material, Training, SOP implementation, Trial operations),
• Build a premium and consistent customer experience across all outlets; monitor Customer greeting, Product presentation, Waiting time, Billing experience, Packaging, Complaint resolution, Exchange/buyback experience, After-sales service, Repeat customer engagement; resolve customer complaints centrally within defined timelines.
• Create a daily/weekly/monthly retail MIS; maintain Daily Dashboard (Sales, Footfall, Conversion, Average bill value, Number of bills, Category sales, Stock movement, Cash/UPI reconciliation, Major customer complaints) and Monthly Review (Store profitability, Sales growth, Gross margin, Inventory turnover, Stock ageing, Employee productivity, Customer acquisition, Repeat customers, Operational issues); present monthly retail performance report to Founder/CEO.

Job description

Key Responsibilities

1. Store Operations

• Take complete ownership of day-to-day retail operations.
• Ensure smooth functioning of company-owned and franchise stores.
• Establish and monitor opening and closing procedures.
• Maintain operational discipline across all departments.
• Ensure adherence to company SOPs.
• Monitor store productivity and staff performance.
• Identify operational gaps and implement corrective actions.
• Ensure every outlet delivers a consistent Banwarilal Chandiwala experience.

2. Franchise Operations

• Act as the central operations authority for franchise outlets.
• Support franchisees during pre-opening, launch and post-opening phases.
• Coordinate with franchisees on store setup, staffing, training, inventory and operational readiness.
• Develop a standard franchise operating system.
• Conduct regular franchise store audits.
• Track franchisee performance and identify underperforming locations.
• Create corrective action plans wherever required.
• Ensure franchisees follow company-approved pricing, customer service, inventory and brand policies.

3. SOP Development

Create and continuously improve the Banwarilal Chandiwala Retail Operations Manual, covering:

• Store opening/closing
• Customer greeting
• Sales process
• Product presentation
• Billing
• Cash handling
• Inventory handling
• Stock transfer
• Stock reconciliation
• Exchange/buyback process
• Repairs
• Customer complaints
• Security
• Housekeeping
• Staff grooming
• Daily reporting
• Emergency procedures

The objective is to make the business process-driven rather than person-dependent.

4. Sales Operations

• Set store-wise sales targets in coordination with management.
• Monitor daily, weekly and monthly sales.
• Analyse:
  • Sales per employee
  • Average bill value
  • Customer conversion
  • Footfall
  • Repeat customers
  • Category-wise sales
  • Gross margin
  • Top-selling SKUs
  • Slow-moving products
• Work with store managers to improve productivity.
• Develop sales improvement plans for underperforming stores.

5. Inventory & Stock Control

Silver inventory is one of the most critical areas of the business.

The Head of Retail Operations will work closely with the Merchandise/Procurement and Finance teams to ensure:

• Accurate stock records
• Daily stock discipline
• Proper tagging
• Stock reconciliation
• Inter-store transfers
• Physical verification
• Stock ageing monitoring
• Slow-moving inventory identification
• High-value item controls
• Prevention of stock loss/shrinkage
• Regular inventory audits

Any discrepancy must be immediately investigated and reported.

6. Store Audit & Compliance

Develop a structured Retail Audit System.

Regularly audit:

• Sales
• Inventory
• Cash
• Billing
• Customer service
• Staff attendance
• SOP compliance
• Security
• CCTV
• Housekeeping
• Visual merchandising
• Brand standards

Prepare monthly store audit reports and corrective action plans.

7. Team Management

• Lead Store Managers and operational teams.
• Define responsibilities and KRAs for store employees.
• Work with HR for recruitment of store staff.
• Establish performance review systems.
• Identify high performers and future store leaders.
• Take corrective action against poor performance.
• Develop incentive structures in coordination with management.

8. Training

Build a central training program for Banwarilal Chandiwala employees.

Training should cover:

• Silver knowledge
• 999/999.9 purity
• Hallmarking
• Product knowledge
• Jewellery selling
• Customer psychology
• Upselling
• Cross-selling
• Billing
• Exchange/buyback policies
• Customer complaints
• Security
• Grooming
• Brand story

All new franchise stores must complete operational training before opening.

9. New Store Opening

Take operational responsibility for new franchise/store launches.

Coordinate with:

Franchise Team Interior Team Procurement Inventory HR Training Marketing Store Manager

Ensure the store is completely operationally ready before launch.

Create a Pre-Opening Checklist covering:

• Staff
• Inventory
• POS
• CCTV
• Security
• Signage
• Uniforms
• Billing
• Packaging
• Marketing material
• Training
• SOP implementation
• Trial operations

10. Customer Experience

Build a premium and consistent customer experience across all outlets.

Monitor:

• Customer greeting
• Product presentation
• Waiting time
• Billing experience
• Packaging
• Complaint resolution
• Exchange/buyback experience
• After-sales service
• Repeat customer engagement

Customer complaints should be tracked centrally and resolved within defined timelines.

11. MIS & Reporting

Create a daily/weekly/monthly retail MIS.

Daily Dashboard

• Sales
• Footfall
• Conversion
• Average bill value
• Number of bills
• Category sales
• Stock movement
• Cash/UPI reconciliation
• Major customer complaints

Monthly Review

• Store profitability
• Sales growth
• Gross margin
• Inventory turnover
• Stock ageing
• Employee productivity
• Customer acquisition
• Repeat customers
• Operational issues

Present the monthly retail performance report to the Founder/CEO.