Chief Operation Officer

Key Responsibilities1. Retail Operations Management Oversee daily operations across all retail centres/outlets/business units Ensure smooth functioning of centre operations, SOP compliance, and service delivery Drive operational efficiency by training, upskilling of team, productivity, and profitability Monitor centre KPIs performance, footfall conversion, ATV, repeat business, and customer satisfaction Standardize operational processes across locations 2. Business Growth & Expansion Lead expansion strategy for new centres, cities, and formats Evaluate new market opportunities and profitability models - Brand partnerships Drive revenue growth through operational initiatives. Collaborate with marketing and sales teams for business scaling Support franchise/business partnership models where applicable 3. Financial & P&L Management Own overall operational P&L. Monitor budgets, operational costs, EBITDA, and margins Improve cost efficiencies without compromising customer experience Drive centre-level profitability and ROI tracking Review MIS, financial reports, and business dashboards regularly 4. Customer Experience Excellence Build exceptional customer experience standards Improve customer retention and loyalty metrics. Drive NPS/customer satisfaction initiatives Ensure grievance resolution systems are effective Continuously enhance in-centre experience and engagement 5. Team Leadership & Organization Building Lead and mentor department heads and regional teams. Build high-performance culture and accountability systems Develop leadership pipeline and succession planning Drive KPI-based performance management. Ensure strong cross-functional collaboration 6. Process, Systems & Automation Implement operational SOPs and governance frameworks. Drive automation and technology adoption across operations Improve reporting systems, dashboards, and data-driven decision making. Work closely with ERP/CRM/retail tech platforms Ensure compliance, audit readiness, and risk management