A. Job Purpose

The Manager - Merchandise & Books is responsible for developing and driving a key revenue vertical within The Library by curating, managing, and growing the merchandise and books portfolio. This role ensures that both categories align with the positioning and standards of leading international cultural venues, while contributing meaningfully to commercial performance. The incumbent will oversee the creation and execution of a merchandise strategy that enhances brand visibility and strengthens consumer engagement. Additionally, they will assist in curating a distinctive and thoughtfully selected range of books that reflects the cultural vision and ethos of Nita Mukesh Ambani Cultural Centre, adding intellectual depth and reinforcing the overall visitor experience.

B. Key Deliverables

 Guest Experience - Drive superior guest engagement across the Merchandise & Books vertical through knowledgeable service and seamless transactions. - Maintain high Guest Satisfaction Scores (NPS) and consistently positive online reviews. - Ensure efficient service flow, minimizing turnaround time and optimizing footfall management during peak periods. - Create a welcoming and culturally immersive environment aligned with the brand ethos.

 Revenue Growth & Profitability - Own complete P&L responsibility for the Merchandise & Books vertical. - Achieve defined revenue and profitability targets while driving incremental footfalls through strategic merchandising and programming alignment. - Drive revenue growth through conversion - Build and monitor MIS dashboards for real-time tracking of revenue, costs, and profitability metrics

 Inventory & Commercial Efficiency - Maintain strict inventory control across merchandise and book vertical, ensuring stock accuracy and shrinkage control. - Implement robust inventory processes including RFID tagging, audits, replenishment planning, and POS health monitoring. - Ensure optimal stock availability while improving cost efficiencies and working capital management. Page 2 of 2

 Team Leadership, Engagement & Retention - Build, mentor, and lead a high-performing team focused on service excellence and operational discipline. - Improve employee engagement, reduce attrition, and create structured development pathways for high potential team members. - Foster a culture of accountability, collaboration, and continuous improvement. - Manage vendor relationships effectively to ensure quality, timeliness, and commercial competitiveness.

 Operational Excellence & Compliance - Enhance operational efficiency by optimizing processes, reducing service bottlenecks, and improving overall store productivity. - Ensure system hygiene across POS, inventory management, and reporting tools. - Maintain compliance with internal controls, audit standards, and brand guidelines. - Foreplaning as per NMACC Grand Theatre/ other shows/ event calendars. - Forecasting footfalls as per the event calendar and planning the schedule / calendar of the vertical accordingly

C. Skills and Competencies

• Strong commercial acumen with P&L ownership and revenue management capability • Proficiency in preparing MIS reports, MS excel & presentation skills • Proficiency in POS systems & inventory management systems (e.g., Micros, Infrasys, or similar platforms) • Expertise in retail merchandising, assortment planning, and inventory control (RFID, audits, replenishment) • Vendor management and maintaining relationships • Leadership ability to build, engage, and retain high-performing teams • Customer-centric mindset with a focus on service excellence and guest satisfaction • Strong operational discipline, problem-solving ability, and attention to detail • Capability to plan and execute effectively in high-footfall, event-driven environments

D. Qualifications

• Bachelor’s degree in Retail Management, Business Administration, Commerce, or related field • Postgraduate qualification (MBA/PGDM in Retail, Marketing, or Operations)

E. Experience

• 8 -10 years of experience in retail operations, merchandise management, or bookstore / lifestyle retail • Experience in premium retail, cultural institutions, hospitality retail, or lifestyle brands preferred • Proven track record of driving revenue growth, managing inventory efficiently, and leading teams • Exposure to event-led retail or high-footfall environments will be an added advantage