Head of Brand Operations

Objective

This position is responsible for leading the end-to-end operations of the brand across all retail touchpoints. The role ensures strategic alignment with business goals and drives revenue growth, operational efficiency, and brand excellence by managing sales, retail execution, team development, and customer satisfaction.

Key responsibilities

Sales and profitability

• Achieve quantitative performance targets across key metrics such as units per transaction (UPT), average transaction value (ATV), monthly sales, sales per square foot, sales turnover, and shrinkage control.
• Define and drive store sales strategies to optimize profitability.
• Guide area and store managers to enhance productivity and effective resource utilization.
• Control and reduce operational costs through process improvements and automation.
• Ensure compliance with SOPs, policies, and loss prevention guidelines across all stores.
• Supervise the execution of brand-specific visual merchandising standards.
• Lead recruitment and training in sales techniques, customer service, and brand etiquette.
• Promote employee motivation and productivity through regular performance evaluations and coaching.

Employee development

• Identify training and upskilling needs in collaboration with the learning and development team.
• Formulate succession planning and talent development strategies.
• Set KPIs and KRAs for direct reports, conduct appraisals, and implement feedback mechanisms.
• Participate in recruitment and ensure the behavioral and technical readiness of store teams.

Communication

• Conduct regular sales and operations reviews with area and store managers.
• Communicate performance feedback and areas for improvement to store teams.
• Ensure brand engagement in customer loyalty programs.
• Participate in weekly management meetings to review business plans and results.

Stock management

• Monitor and manage store inventory levels in collaboration with brand and planning teams.
• Coordinate across operations, planning, and buying to improve product availability and inventory turnover.
• Identify slow-moving stock and take action; implement stock control and loss prevention initiatives.

Store design and project management

• Participate in the design and layout planning of new stores and refurbishments.
• Create store opening schedules in coordination with project and merchandising teams.
• Guide visual and operational readiness during store launches.
• Liaise with architects and project teams to ensure adherence to brand standards.

Miscellaneous

• Ensure brand visibility and alignment with marketing initiatives.
• Support compliance, legal approvals, and documentation related to store operations.
• Provide leadership with insights on market trends, customer feedback, and performance risks.

Desired experience

• 12–15 years of experience in brand operations, with a minimum of 5 years in a leadership role.
• In-depth understanding of operational KPIs, customer service, and brand execution in a multi-store environment.
• Strong commercial acumen and team leadership abilities.
• Bachelor’s degree in business management, retail, or a related field; an MBA is preferred.