Head – Retail Operations

Oversee day-to-day functioning of all company-owned and franchise ice-cream stores, ensuring adherence to SOPs, hygiene standards, and brand guidelines while driving store-level KPIs including sales, footfall, and wastage control. Manage store managers, area managers, and front-line staff through manpower planning, training, performance reviews, and retention initiatives. Own P&L responsibility by monitoring sales trends, costs, and margins to reduce operational expenses and improve unit economics. Lead end-to-end new store rollouts, including layout design, equipment installation, licensing, and launch readiness, while coordinating with SCM for stock planning, cold-chain logistics, and inventory optimization. Ensure compliance with FSSAI and safety norms through periodic audits, address customer escalations, and drive digital adoption across POS systems, inventory tools, and CRM platforms. Execute in-store promotions and festival campaigns aligned with brand strategy. Requires 10+ years in retail/QSR/Ice-cream with multi-store management and P&L ownership experience.