Role Overview The Retail Operations will be responsible for driving the end-to-end operations of all company-owned and franchise ice-cream Frachise across regions. The role will ensure operational excellence, brand consistency, customer experience enhancement, sales growth, digital transformation of store operations, and smooth coordination between corporate and store-level teams. This role demands strong experience in food retail, multi-store management, and people leadership. Key Responsibilities 1. Store Operations Management • Oversee day-to-day functioning of all Stores (company-owned + franchise). • Ensure adherence to SOPs, hygiene standards, store checklists, and brand guidelines. • Implement operational improvements to increase efficiency and customer satisfaction. • Drive store-level KPIs: sales, footfall, conversion, average bill value, wastage control, manpower efficiency. 2. Team Management • Manage store managers, area managers, and front-line staff. • Ensure manpower planning, training, onboarding, performance management, and retention. • Regularly conduct performance reviews of area/store teams. 3. P&L Ownership • Drive revenue & profitability of all Stores • Monitor sales trends, costs, and margins. • Implement measures to reduce operational expenses and improve unit economics. 4. Expansion & New Store Rollouts • Identify new locations in collaboration with business development teams. • Lead the end-to-end setup of new stores: layouts, equipment installation, manpower hiring, licensing, and launch readiness. 5. Quality, Compliance & Audit • Ensure compliance with FSSAI, safety norms, and brand standards. • Conduct periodic audits for quality, service, delivery, and food safety. • Address customer escalations and operational issues with quick resolution. 6. Digitalisation & Technology Enablement • Drive digital adoption across all Stores (POS, billing systems, inventory tools, CRM, loyalty programs). • Implement digital dashboards for real-time monitoring of store performance. • Collaborate with tech teams for automation of store processes. • Lead digital strategy for order management, aggregator platforms, and digital payments. 7. Supply Chain Coordination • Work closely with SCM for stock planning, distribution, cold-chain logistics, and wastage minimisation. • Monitor store-level inventory and ensure optimal stock availability. 8. Marketing & Promotions • Execute in-store promotions, sampling, festival campaigns, and local marketing strategies. • Work with the marketing team to design and roll out brand-aligned store campaigns. Requirements Required Qualifications & Skills • 10+ years of experience in Retail/QSR/Ice-cream/ FMCG outlets. • Strong background in multi-store retail operations. • Experience in handling P&L, SOP creation, store audits, and team management. • Exposure to digital transformation in retail (POS, CRM, dashboards, apps). • Excellent communication, problem-solving, and negotiation skills. • Ability to work closely with promoter/MD-led organizations. • Process-driven and customer-centric mindset.