Job Description

Grind & Pound - Retail Manager (COCO & Franchise)

(Hybrid Role - Gurgaon/Delhi NCR Preferred)

Role Overview

The Retail Manager will oversee end-to-end retail operations for company-owned (COCO) and franchise (FOCO) units. This role requires ensuring smooth expansion, compliance, store operations, customer experience, supply chain efficiency, and franchise engagement. The role is hybrid in nature, with frequent site/store visits across Gurgaon and Delhi NCR.

Key Responsibilities1. Retail Unit Expansion

Identify and finalize retail unit locations based on expansion plans and SOPs.

Coordinate with marketing/design teams for store layouts and branding.

Liaise with vendors for Bill of Material (BOM), cost negotiations, and execution timelines.

Oversee build-out as per BOM, cost, quality, and delivery timelines.

2. Compliances, Documentation & NOCs

Ensure adherence to all compliance requirements, NOCs, regulations, and approvals.

Draft and implement SOPs for location identification.

Collaborate with legal and finance teams on agreements (lease, vendor, maintenance, etc.).

3. Unit Operations & SOPs

Define and implement SOPs for store operations, inventory, safety, packaging, and certifications.

Train teams on company values, processes, customer interaction, and grievance handling.

Monitor customer experience (NPS/CSAT ? 95%) and implement improvement measures.

Standardize product quality across stores.

Capture customer insights for new product development and improvements.

Drive audit readiness, shrinkage/wastage control, and compliance.

4. People Leadership

Recruit, train, and retain a productive retail operations team.

Monitor manpower costs, attrition, and skill development.

5. Supply Chain, Inventory & Delivery

Manage inventory, demand planning, and replenishment to minimize wastage.

Finalize and oversee delivery partners with the e-commerce team.

Ensure stock readiness, hygiene, and timely deliveries.

Improve forecasting accuracy and vendor fill rates.

Pilot new retail formats and adopt cost-efficient technologies.

6. Expansion & Franchise Development

Launch new COCO and FOFO outlets on time and within budget.

Onboard, train, and support franchisees to achieve ROI.

Ensure profitability across COCO & FOFO outlets.

7. Franchise Management & Engagement

Act as the relationship manager for franchise partners.

Ensure timely query resolution, ROI tracking, and compliance with audits.

8. Digital & Omnichannel

Strengthen loyalty programs, subscription models, and retail sales.

Oversee ratings/reviews management and omnichannel integration.

Desired Candidate Profile

- 6-8 years of experience in retail operations, preferably in F&B/QSR/consumer retail.
- Proven experience in multi-unit operations and franchise management.
- Strong knowledge of retail SOPs, compliance, and customer experience management.
- Strong people management, vendor negotiation, and customer engagement skills.
- Willingness to travel frequently to stores/sites.
- Candidates from Gurgaon & Delhi NCR preferred.

Job Type: Full-time

Pay: ₹45,000.00 - ₹55,000.00 per month

Benefits:

Flexible schedule Health insurance Leave encashment Life insurance Paid sick time Provident Fund
Expected Start Date: 25/09/2025