• 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

• 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

• 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

• 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

• 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

• 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

experience