Head – Retail (Express Business)

Location: Mumbai, India

Experience: 18–25 years

About the Company

Our organization is India's largest integrated logistics services provider and a global leader in less-than-container-load consolidation, headquartered in Mumbai. With more than three decades of logistics experience, we operate across 180 countries, provide door-to-door delivery in more than 50 markets, and maintain extensive express distribution coverage across India. Growth has been shaped by organic expansion, strategic mergers and acquisitions, and entry into multiple logistics verticals. Our integrated portfolio spans international supply chain, express distribution, CFS-ICD, contract logistics, air freight, and logistics parks. By creating synergies across group businesses, we deliver customized supply-chain solutions. We aim to stay ahead through dynamic leadership, innovation, courageous decision-making, change management, and agile execution in India and globally.

About the Role

The Head – Retail will own the pan-India channel and retail ecosystem for the Express Business, converting network scale into profitable, sustainable growth. This leader will shape national strategy, expand franchise and partner coverage in underpenetrated markets, and own the Channel and Retail P&L across zones. The role will lead a network of more than 6,000 partners and approximately 4,000 employees through zonal leadership, while improving partner capability, retention, productivity, and returns. Success requires transforming retail experience through consistent outlets, technology-enabled visibility, customer-service improvements, activations, loyalty initiatives, and stronger governance. The leader will mentor zonal business heads and future leaders, establish audit and financial controls, and align Operations, Product, Finance, Marketing, HR, and L&D. Reporting to the National Head – Sales and Marketing, the role manages four to five direct reports and requires extensive travel across India.

Key Responsibilities

Define and execute the national channel and retail strategy, aligning network expansion, partner economics, customer experience, and P&L outcomes with Express Business growth priorities.
Expand into underpenetrated markets through scalable franchise and partner models, using market data, investment discipline, and clear return thresholds to build sustainable coverage.
Own Channel and Retail P&L performance across zones, shifting the operating model from volume-led expansion toward value-based partner engagement, productivity, contribution, and profitability.
Govern a network of more than 6,000 partners and approximately 4,000 employees through zonal leadership, strengthening capability, retention, grievance resolution, and long-term partner relationships.
Establish data-backed channel-health metrics, CRM and retail analytics reviews, and performance cadences that improve partner productivity, outlet economics, visibility, and return on investment.
Transform the retail experience through footprint expansion, brand consistency, technology-enabled service visibility, retail activation, loyalty programs, and coordinated customer engagement with Marketing.
Build leadership depth by mentoring zonal business heads and next-line leaders, while partnering with HR and L&D on training for channel sales teams and franchise owners.
Strengthen governance through franchise audits, financial controls, operational discipline, and cross-functional collaboration with Operations, Product, Finance, and industry stakeholders.

Essential Skills & Technologies

Deep expertise in logistics, express distribution, retail operations, franchise networks, and channel-partner ecosystems, with the judgment to balance scale, service quality, and profitable growth.
Proven P&L ownership, financial acumen, negotiation, stakeholder management, and national-level commercial leadership across complex, distributed operating environments.
Working familiarity with CRM, ERP, retail analytics, logistics software, inventory-management systems, and data-analysis tools used to improve visibility, decisions, execution, and governance.

Additional Plus

Experience leading large-scale channel or franchise networks in logistics, express delivery, e-commerce, FMCG, or other distributed consumer-facing businesses will be advantageous.
A postgraduate degree such as an MBA, exposure to national retail transformation, or experience with technology-enabled outlet models will strengthen candidacy.
Demonstrated success in building partner capability, improving franchise profitability, and expanding coverage across underpenetrated geographies will be valued.

What You'll Bring

You will bring 18–25 years of experience in channel leadership, franchise-network development, retail operations, logistics, express delivery, e-commerce, FMCG, or a closely related distributed business. At least five years should reflect national leadership responsibility, with ownership of large networks, multi-zone performance, and commercially material P&L outcomes.
You will combine strategic thinking with execution discipline, translating market opportunities into scalable partner programs, stronger outlet economics, improved customer experience, and sustainable profitability. Your leadership will be grounded in analytical decision-making, problem-solving, negotiation, communication, and relationship management across partners, employees, and senior stakeholders.
You will demonstrate customer focus, adaptability, resilience, integrity, and governance in a fast-moving environment. A bachelor's degree in Business Administration, Logistics, or a related discipline is expected; an MBA or equivalent postgraduate qualification is preferred.
You must be comfortable using data, CRM, ERP, retail analytics, logistics, inventory, and performance-management systems to create visibility and accountability. Extensive travel across India is essential for direct network engagement.

Why Join Us

Shape the national retail and channel agenda for a large, integrated logistics platform, with direct ownership of partner ecosystem growth, customer experience transformation, and profitable Express Business outcomes.
Influence a distributed ecosystem spanning more than 6,000 partners and approximately 4,000 employees, while building the next generation of zonal and channel leadership.
Work across international supply chain, express distribution, contract logistics, air freight, and logistics-park businesses to create synergies and deliver integrated customer solutions.
Lead a high-impact transformation agenda centered on technology, governance, partner economics, operational efficiency, and sustainable national expansion.

What We Offer

A senior national leadership mandate with ownership of Channel and Retail P&L, strategic expansion, partner governance, customer experience, and profitability across India.
The opportunity to work with a broad logistics portfolio, cross-functional leadership teams, and a large partner and retail ecosystem undergoing technology-enabled transformation.
A performance-oriented environment that values innovation, courageous decisions, agile execution, collaboration, integrity, and disciplined governance.

Head Retail (Express Business)