NSO (New Store Opening) - Compliance, Inventory & Launch Readiness | - Lead operational readiness for new store launches, ensuring complete compliance with SOPs, statutory requirements, and inventory controls.
- Coordinate with Projects, VM, IT, Supply Chain, Finance, and Store Operations to ensure seamless launch execution.
- Validate NSO checklists, ensure merchandising and inventory accuracy, and drive zeroerror opening readiness.
- Highlight gaps in preopening audits and drive timely closure of action points.
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Audits - SOP, Safety & InStore Service Standards | - Ensure 100% adherence to store SOPs, statutory norms, safety protocols, and operational processes.
- Conduct periodic audits and store readiness reviews to assess compliance in cashiering, commercial processes, stock management, backstore discipline, VM, and customer service.
- Drive corrective action plans for audit findings and monitor their zonewide closure.
- Strengthen compliance culture by conducting refresher trainings and reinforcing SOP discipline.
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Special Projects - RFID & Express Checkout | - Drive successful implementation of RFIDbased inventory processes and Express Checkout initiatives across the zone.
- Ensure adoption of tools, accurate tagging, scanning discipline, and resolution of exceptions.
- . Support project rollouts by providing field insights, monitoring pilot outcomes, and ensuring adherence to rollout timelines.
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Omni Operations, MRTO & Customer Complaints | - Drive omnichannel execution quality across the zone, ensuring store readiness for pickups, deliveries, order fulfilment, and inventory accuracy.
- Monitor MRTO performance, identify bottlenecks, and work with stores to reduce turnaround time.
- Liaise with Customer Service teams to track complaint trends and drive corrective measures for service recovery and process improvements.
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Aurify Requirements & Store Compliance Monitoring | - Ensure all Aurify platform requirements are met by stores, including timely submissions, validations, and dashboard updates.
- Track store-level compliance metrics and drive adherence through routine follow-ups, reviews, and escalation management.
- Support store teams in closing non-compliances and improving audit and compliance scores.
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Data Sufficiency - MH, GC | - Ensure data sufficiency and accuracy for Mystery Shopping (MH) and Guest Connect (GC) metrics.
- Monitor score trends at store, cluster, and zone level, and work with store teams to improve gaps in service behaviours and customer experience.
- Drive initiatives to enhance NPS, service excellence, and in-store experience outcomes.
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Awaaz Query SPOC | - Serve as the Zonal SPOC for all Awaaz platform queries and grievances.
- Ensure timely resolution of tickets through strong follow-ups with stores, HR, and other stakeholders.
- Track escalations and ensure closure within defined SLAs.
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EOSS Readiness - Zonal SPOC | - Lead operational preparedness for EOSS (End of Season Sale) across the zone.
- Coordinate with Retail Ops, Merchandising, VM, and Supply Chain to ensure smooth execution.
- Monitor readiness parameters such as manpower planning, stock deployment, signage, ticketing, customer service counters, and queue management.
- Drive daily EOSS reviews and ensure corrective actions for smooth store operations during peak periods.
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People Management | - Build operational capability across stores through continuous coaching, on-ground visits, and strong governance practices.
- Identify training needs and strengthen frontline capability on SOPs, cashiering, inventory management, Omni workflows, and customer service.
- Ensure stores have the right operational bench strength and succession readiness.
- Create a culture of accountability, discipline, and high performance.
- Plan and execute all Opsrelated training sessions for Store Managers, Department Managers, and store teams.
- Conduct periodic refreshers on safety, SOPs, shrinkage control, customer service, RFID usage, Express Checkout, and Omni workflows.
- Partner with HR and L&D for capability-building programs and continuous skill enhancement.
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