Retail Operations Lead

About the role

The Retail Operations Lead is responsible for driving operational excellence across all retail shops, ensuring a superior customer experience, strong commercial performance, and full compliance with SOPs and company policies. This role oversees daily shop performance, manages retail projects, and supports digital retail initiatives.

Key responsibilities

• Ensure 100% adherence to SOPs, health & safety standards, and company policies through regular shop visits, audits, and mystery shopping.
• Drive daily, weekly and monthly shop performance metrics such as sales, activations, NPS, footfall, and conversion rates; implement improvement plans for under‑performing locations.
• Champion a customer‑first culture, monitor NPS and feedback, and develop action plans to close service gaps.
• Oversee new shop openings, relocations, refurbishments and layout changes, coordinating with supply chain, marketing, branding and finance.
• Maintain compliance with audit standards, regulatory requirements and internal controls, addressing findings and implementing preventive measures.
• Review MIS reports, ensure accurate shop‑level data submissions and provide performance summaries for management.

Required profile

• Bachelor’s degree in Business Administration, Marketing, Retail Management or related field; Master’s degree is a plus.
• 4–7 years of experience in Retail Operations Management, preferably in telecom, FMCG or consumer electronics.
• Strong knowledge of retail KPIs, leadership and people‑management abilities, and capacity to work under pressure across multiple shops.

Required skills