Retail Operation Manager

JOB DESCRIPTION

ROLE: - Retail Operation Manager (ROM)

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.)

People Management

• Assign responsibilities and set expectations

• Give regular feedback to team

• Provide support and guide the team to deliver on the job

• Provide support in implementing the MT program (recruitment,

feedback reviews, final assessment, and confirmation)

• Review and ensure that EMT, Wooqer Videos, Go Home, IST TTT, SDP and

MDP programs are implemented as per defined norms.