Retail Excellence Manager
3 days ago
Role & responsibilities
- Define and cascade store-wise, category-wise sales targets aligned to AOP
- Review performance across KPIs: WSP achievement, NOB, UPT, ATV, ABS, FPST, and conversion
- Lead weekly and monthly performance diagnostics to surface problem clusters and act decisively
- Lead design and deployment of diagnostic tools (e.g., Freshness Index, STPW, SGL gaps, S/R ratio)
- Create and enforce playbooks for footfall generation, visual merchandising, and stock productivity
- Ensure corrective actions from mystery audits, VM audits, and CRM campaign ROI are closed timely
- Design and track against weekly PJP for ASMs and RSMs combination of top doors, low performance doors and doors with staffing attendance issues
- Track staff performance KPIs and intervene (schedule staff capability programs based on behavioral insights - low conversion, low UPT, low NPS)
- Track and report cases where gap due to attrition and delayed hiring is leading to missed sales
- Serve as the SPOC for cross-functional retail asks / play active role in reviews and other forums
- Monitor NPS, CSAT, and mystery audit performance across the network
- Identify root causes of poor customer feedback (wait time, staff behavior, layout)
- Define what best-in-class looks like, create and implement SOPs to achieve the same
- Track complaint logs and resolution status by region/store
- Monitor Sales-to-Rent (S/R) ratios and Operating Profit trends
- Flag underperforming or non-viable stores using data-driven triggers
- Support decisions related to closures, resizing, or rent renegotiation
Preferred candidate profile
- Strong analytical orientation with fluency in retail KPIs, store operations, and merchandising logic
- Proven experience in managing store clusters, resolving people/ store/ merch issues swiftly
- Track record of deploying playbooks or frameworks at scale
- Collaborative, field-oriented, and process-rigorous
- Track-record of managing sales teams for a region would be a plus
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