Head of Retail

The Chief Retail Officer will lead the company’s end-to-end retail strategy and execution, driving revenue growth, profitability, and brand experience across all physical retail formats. This role owns retail P&L, expansion strategy, store performance, customer experience, and operational excellence, while working closely with marketing, supply chain, and digital teams to deliver a seamless omnichannel experience. The ideal candidate combines strong commercial acumen, deep retail operations expertise, and a customer-first mindset, with experience scaling large store networks or premium retail formats.

Key Responsibilities

Retail Strategy & P&L Ownership

- Own P&L for the retail business, including revenue, margins, store economics, and operating costs - Define and execute the long-term retail growth strategy (company-owned stores, franchise, shop-in-shop, pop-ups) - Drive same-store sales growth and overall network profitability

Store Operations & Performance

- Oversee day-to-day retail operations across all locations - Set and track KPIs including sales productivity, conversion, ATV, footfall, shrinkage, and staff costs - Ensure operational excellence, SOP adherence, and audit compliance

Expansion & Network Planning

- Lead store expansion and rollout strategy, including site selection, feasibility, and ROI analysis - Manage new store openings, renovations, and closures based on performance metrics - Build scalable retail operating models across geographies

Customer Experience & Brand Execution

- Own the in-store customer experience and brand standards - Drive training, service excellence, and visual merchandising consistency - Improve NPS and customer retention through superior store execution

People & Capability Building

- Build, lead, and mentor large multi-level retail teams (regional heads, store managers, frontline staff) - Define talent strategy, performance management, incentives, and succession planning - Foster a high-performance, customer-centric culture

Cross-Functional Collaboration

- Work closely with marketing on store launches, promotions, and campaigns - Partner with supply chain & planning to ensure optimal inventory availability and turns - Collaborate with digital & e-commerce teams to enable omnichannel journeys (BOPIS, endless aisle, CRM)

Experience & Background

- 15–20+ years of experience in Retail Operations, preferably in consumer brands, lifestyle, fashion, FMCG retail, electronics, beauty, or home categories - Proven experience managing large store networks and retail P&L - Experience across COCO, FOFO, franchise, or mixed retail models - Exposure to high-growth or transformation environments is a plus