Retail Operations Manager

Titan Company; Bengaluru; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Titan Company in Bengaluru seeks a Manager – Retail Operations to lead the channel's retail agenda, drive sales growth, and strengthen franchisee and employee engagement. The role focuses on merchandising effectiveness, store network development, and consistent execution of key initiatives.

Responsibilities include driving store performance, operational excellence, and cross-functional collaboration to deliver superior customer experiences and strong business results.

Qualifications

• Relevant experience in retail operations, sales, multi-store management or channel management.
• Experience with franchisees or business partners preferred.
• Consumer-facing retail category experience desirable.
• Proven track record in improving store performance and customer experience.

Responsibilities

• Formulate annual business plan and translate priorities into channel sales plans.
• Drive achievement of sales and growth objectives across the retail network.
• Review store performance and identify opportunities for productivity and profitability.
• Develop interventions for high-potential and underperforming stores.
• Drive operational excellence and consistent implementation of retail standards.
• Lead special projects to improve store performance and create excitement.
• Review key operational metrics and take corrective actions.
• Build engagement with franchisee partners and resolve issues.
• Drive franchisee participation in brand initiatives.
• Develop initiatives to improve employee engagement and motivation.
• Drive recognition programs to boost store-team participation.
• Strengthen capability and performance culture with regional teams.
• Drive new-product penetration and improve merchandise productivity.
• Monitor GMROF and other performance measures.
• Lead launch planning, product availability, VM alignment and post-launch reviews.
• Provide marketplace feedback to merchandising and product teams.
• Coordinate with Brand, Merchandising, VM and support functions for retail execution.
• Enable cross-category opportunities with Fragrance, Bags and Eye Plus teams.
• Support development and readiness of new stores.
• Identify and revive underperforming stores with regional partners.
• Monitor progress until stores show sustainable improvements.
• Drive CX standards across stores and improve customer experience performance.
• Review CX performance and drive corrective initiatives.
• Drive CX improvement programs and customer-centric practices.

Skills

Retail operations

Sales

Multi-store management

Franchisee engagement

Employee engagement

Merchandising

New product management

Cross-functional coordination

Store revival

Customer experience

Retail marketing

Job description

Job Requirements

Manager – Retail Operations

Job Purpose

To lead the retail operations agenda for the channel by driving sales growth, strengthening franchisee and employee engagement, improving merchandising effectiveness, developing the store network, and ensuring consistent execution of key business initiatives.

Key Responsibilities

1. Sales & Business Management

• Formulate the annual business plan and translate business priorities into channel-level sales plans.
• Drive achievement of sales and growth objectives across the retail network.
• Review store performance and identify opportunities for improving productivity and profitability.
• Develop focused interventions for high-potential and underperforming stores.

2. Retail Operations

• Drive operational excellence and consistent implementation of retail standards across stores.
• Identify and lead special projects aimed at improving store performance and creating excitement within the channel.
• Review key operational metrics and initiate corrective actions where required.

3. Franchisee Engagement

• Build strong engagement with franchisee partners through structured reviews and regular communication.
• Understand franchisee concerns and work with relevant teams to resolve business and operational issues.
• Drive franchisee participation in key business and brand initiatives.

4. Employee Engagement

• Develop initiatives to improve employee engagement and motivation across the retail network.
• Drive recognition and engagement programs to build stronger store-team participation.
• Work with regional teams to strengthen capability and performance culture.

5. Merchandising & New Product Management

• Drive new-product penetration and improve merchandise productivity.
• Monitor and drive GMROF and other merchandise performance measures.
• Lead launch planning, product availability, VM alignment, launch communication and post-launch reviews.
• Provide structured marketplace feedback to merchandising and product teams.

6. Cross-Functional Coordination

• Work closely with Brand, Merchandising, VM and support functions for effective retail execution.
• Coordinate with Fragrance, Bags and Eye Plus teams to enable cross-category opportunities and seamless store execution.

7. Network Development & Store Revival

• Support development and operational readiness of new stores.
• Identify struggling stores and create structured revival plans in partnership with regional teams.
• Monitor improvement plans until the stores demonstrate sustainable progress.

Customer Experience

• Drive the overall customer experience agenda across the retail channel, ensuring consistent delivery of defined CX standards across stores.
• Review customer experience performance, identify improvement opportunities and drive corrective initiatives with regional and store teams.
• Drive CX improvement programmes and strengthen customer-centric practices across the retail network.

Retail Marketing

• Drive execution of retail marketing activities across the channel in alignment with the brand and marketing calendar.
• Coordinate with Marketing, Brand, VM and field teams to ensure effective store-level activation of campaigns and initiatives.
• Review execution effectiveness and identify opportunities to improve customer engagement and business impact.

Key Performance Areas

The role can be measured through:

• Achievement of channel sales and business objectives
• Store productivity and performance improvement
• Performance and stabilisation of new stores
• Revival of concern/underperforming stores
• Customer experience performance
• Franchisee engagement and effectiveness
• Merchandise productivity and new product penetration
• Retail marketing execution
• Store employee engagement
• Retail SOP and operational compliance
• Effectiveness of key cross-functional initiatives

Work Experience

Experience

• Relevant experience in retail operations, sales, multi-store management or channel management.
• Strong exposure to driving business performance across a geographically distributed store network.
• Experience of working with franchisees or business partners would be preferred.
• Experience in consumer-facing retail categories is desirable.
• Demonstrated exposure to store performance improvement, customer experience and cross-functional execution.