Job Description

JOB DESCRIPTION


ROLE: - RETAIL OPERATIONS MANAGER


HOME CENTRE


Role Summary

Deliver on sales and profitability for the stores in the region through product (optimum stock, range, and

size), best in class retail standards, processes, and a seamless customer shopping experience.

Summary Of Role Responsibilities

? Drive the sales budgets and LFL growth store and category wise

? Drive the achievement of key performance indicators (ATV, conversion, basket size, employee

productivity etc.)

? Drive adherence to the retail SOPs and processes for the region (including statutory compliances)

? Drive adherence to defined standards of customer service to enhance the overall customer

experience

? Drive adherence to planograms and VM standards

? Review and ensure adherence to the point-of-sale norms (tracking customer orders, customer

complaints, returns and refunds)

? Execute new store launches and renovations as per the defined guidelines

? Review and ensure adherence to the stock display norms at the stores

? Review and ensure adherence to the stock availability and handling norms at the stores

? Manage and guide the team to deliver on the job


Key Job Responsibilities

Retail Operations

? Drive adherence to the retail SOPs and processes for the region (including statutory compliances)

? Review SOPs and provide feedback for improvement

? Drive adherence to defined standards of customer service to enhance the overall customer

experience and improve the NPS (Go Home)

? Drive adherence to planograms, VM standards and checklists

? Review and ensure adherence to the point-of-sale norms (tracking customer orders, customer

complaints, returns, refunds, MPOS adherence)


? Take required actions to ensure the internal audit norms are always met and CSA is conducted as

per the defined schedule

? Take necessary actions based on ACL report

? Review and ensure store refits and renovations are completed as per the defined timelines

? Monitor staffing levels in stores within the region to ensure resources are effectively deployed

? Manage handling of non-trading stock and fixtures

? Provide ideas for new initiatives (process and people related)

? Assess mystery shopping feedback and prepare action plan for improvement

? Drive adherence to promotions and share feedback

? Execute new store launches and renovations as per the defined guidelines and NSO checklist

? Generate reports on sales, stock and product performance at store level and share the same with

the relevant stakeholders (TCMs and Corporate)

? Manage customer complaints and ensure the backend processes (DMS, DHS and CSD) are adhered

to


Stock Management

? Review and ensure adherence to the stock display norms at the stores

? Review and ensure adherence to the stock availability and handling norms at the stores (order

management, receipts, back store management, store to store transfer, consolidation, and stock

count)

? Take necessary actions to ensure regular stock take, PI and GC is undertaken as per the defined

schedules

? Work with relevant stakeholders in controlling and limiting shrinkage and damage to the defined

norms

? Work towards clearing the ageing stock in coordination with the relevant stakeholders as per the

defined norms

Performance and Profitability

? Drive the sales budgets and LFL growth store and category wise

? Drive the achievement of key performance indicators (ATV, conversion, basket size, employee

productivity, SPF, MPF etc.)

? Analyze and share store wise profitability

? Analyze and share the product, category, and product mix performance gaps


Financial Planning

? Review and recommend actions to control costs for the region (overtime, consumables, operational

expenses etc.)