Head of Retail Operations

Overview

This leadership role is responsible for overseeing all aspects of Retail Operations, including delivery, transformation initiatives, client relationships, and managing the profit and loss (P&L) for the associated processes.

Key Responsibilities

• Manage daily SLAs and critical deliverables, ensuring monthly SLA and KPI targets are met and progressively enhanced.
• Identify, evaluate, and address potential risks, escalate issues as needed, and proactively recommend corrective measures to maintain project progress.
• Plan and allocate resources effectively, ensure compliance with governance standards within the engagement, and fulfill client and business requirements in line with established policies.
• Collaborate and coordinate with clients to resolve engagement-level challenges and address concerns promptly.

Required Skills and Experience

• Extensive experience working in front end retail operations combined with BPO background managing retail clients.
• Strong understanding of retail processes including Category Management, Store Operations, Supply Chain, Merchandising, E-Commerce, Design, and Legal functions.
• Over 10 years of program or project management experience.
• Proven ability to lead large teams handling multiple priorities and provide calm, decisive leadership during unexpected situations.