AGM Operations-Retail & Hospitality-Gurgaon

Hiring for an organization operating in the retail and hospitality space

Opening: AGM-Operations

Industry: Retail/Hospitality

Location: Gurgaon

Key Responsibilities:

The AGM – Operations will be responsible for driving the overall operational performance of the assigned business units/outlets, ensuring achievement of revenue and profitability targets, operational excellence, customer satisfaction, statutory compliance, and effective people management.

The role requires strong leadership and hands-on experience in managing multi-unit retail/hospitality operations, with a focus on improving productivity, controlling costs, enhancing customer experience, and ensuring consistent implementation of company standards across all locations.

A. Operations Management

• Manage day-to-day operations of assigned outlets/business units and ensure smooth, efficient and profitable functioning.
• Ensure adherence to company SOPs, operational standards, service standards and brand guidelines.

B. Business & Financial Performance

• Drive achievement of revenue, sales, EBITDA/profitability and productivity targets.
• Prepare and monitor annual/monthly operational budgets and business plans.
• Analyze sales trends, operating costs, margins and profitability.

C. Customer Experience

• Ensure consistently high levels of customer service and customer satisfaction.
• Monitor customer feedback, complaints, online reviews and service-related issues.

D. People Management & Leadership

• Lead, mentor and develop Operations Managers, Unit/Outlet Managers and frontline teams.
• Ensure appropriate manpower planning and deployment based on business requirements.

KEY PERFORMANCE INDICATORS (KPIs)

The AGM – Operations will be evaluated primarily on:

1. Achievement of revenue and business targets.
2. Outlet/unit profitability and EBITDA improvement.
3. Like-for-like sales growth.
4. Cost control and operating expense optimization.
5. Customer satisfaction and complaint resolution.
6. Operational audit and SOP compliance.
7. Inventory accuracy, wastage and shrinkage control.
8. Employee productivity and manpower optimization.
9. Employee retention and team capability development.
10. Successful opening/ramp-up of new units.
11. Statutory, safety and compliance performance.
12. Implementation of process improvement initiatives.