Location

North East

Job Purpose:

To lead end-to-end store operations, drive sales and profitability, ensure strong customer experience, and maintain operational excellence. The role requires a strong understanding of grocery retail, QSR/Hotel service standards, P&L management, and shrinkage control.

Key Responsibilities:

1. Store Operations Management

• Manage complete store operations including grocery, fresh, FMCG, and support functions.
• Ensure SOP adherence, hygiene, food safety, and statutory compliance.
• Maintain store readiness, visual merchandising, and planogram compliance.
• Ensure smooth coordination between departments and support teams.

2. Sales, Revenue & P&L Management

• Own store-level P&L, ensuring revenue growth and cost control.
• Drive sales targets, conversion, ATV, and margin improvement.
• Control operational expenses including manpower, utilities, and wastage.
• Analyze daily/weekly MIS, sales trends, and take corrective actions.

3. Shrinkage & Loss Prevention

• Drive shrinkage control through strong processes and audits.
• Monitor pilferage, damages, expiry, wastage, and GRN mismatches.
• Ensure FIFO/FEFO compliance and regular cycle counts.
• Lead internal audits and implement corrective action plans.

4. Inventory & Supply Chain Management

• Ensure optimal inventory levels, availability, and replenishment.
• Control dead stock, near-expiry products, and damages.
• Coordinate with DC, vendors, and category teams for smooth supply.
• Ensure inventory accuracy and timely stock reconciliation.

5. Team Leadership & People Management

• Lead, mentor, and develop Department Managers, Supervisors, and CSAs.
• Ensure manpower planning, rostering, attendance, and productivity.
• Drive performance management, training, and employee engagement.
• Handle discipline, grievances, and adherence to HR policies.

6. Customer Experience & Service Excellence

• Deliver superior customer experience inspired by QSR/Hotel service standards.
• Handle customer escalations and ensure quick resolution.
• Drive service culture, queue management, and store ambience.
• Ensure high customer satisfaction and repeat footfall.

7. Compliance, Audit & Reporting

• Ensure compliance with statutory norms, food safety, safety, and legal requirements.
• Prepare and review daily/weekly/monthly reports on sales, shrinkage, manpower, and costs.
• Support internal, external, and statutory audits.

Key Skills & Competencies:

• Strong understanding of Grocery Retail Operations
• Proven P&L ownership
• Shrinkage & loss prevention expertise
• Customer service excellence (QSR/Hotel exposure preferred)
• Team leadership & stakeholder management
• Data analysis & MIS review
• Knowledge of POS, ERP, and inventory systems

Educational Qualification:

• Graduate (Mandatory)
• Hotel Management / QSR / Hospitality background preferred
• Retail Management certification is an added advantage

Experience:

• 7–12 years of experience in Grocery Retail / Modern Trade
• Prior experience as Store Manager / ASM / Operations Manager preferred
• Exposure to QSR / Hotel operations will be a strong advantage

Key Performance Indicators (KPIs):

• Store sales & profitability (P&L)
• Shrinkage % and inventory accuracy
• Customer satisfaction & service metrics
• Employee productivity & attrition
• Audit & compliance scores