Central Operations – Offline Retail
Backend Operations, Audit, Store Tech & Operational Excellence
Function
Central Operations – Offline Retail
Reports to
Head of Offline Operations
Location
Corporate Office (Pan-India scope)
Scope
2,500+ stores across India
Type
Full-time | Central, cross-functional role
About the Role
This is the role that keeps our pan-India store fleet running consistently, efficiently and to a high standard — every day, in every store. As the owner of the backend operating system behind our retail network, you will define how stores operate, how compliance is verified, how technology is used to measure and improve performance, and how change is rolled out across thousands of stores without disruption.
Working closely with Audit, Loss Prevention, Business Development, Training & Academy, Visual Merchandising, Tech and Field leadership, you will turn policy and standards into reliable execution on the shop floor. If you enjoy building structure at scale and seeing your work show up in real stores, this role offers exactly that.
What You’ll Own
- Drive the ideation and rollout of the AI charter and operations technology across the store network, in partnership with Tech and Product.
- Lead the deployment of initiatives such as CCTV-based footfall measurement and AI-based store cleanliness and grooming monitoring.
- Ensure data accuracy and store-level adoption, with telemetry feeding back into everyday operational decisions.
- Define, document and maintain the end-to-end SOPs governing backend store operations across COCO, FOFO and HOB formats.
- Standardise procedures across the fleet, version-control changes, and keep SOPs current with new processes, formats and launches.
- Run a clear adoption and review cadence so every store operates to a single, consistent standard.
- Design and own the audit framework and scoring mechanisms used to assess store compliance against SOPs.
- Translate audit findings into time-bound corrective actions at store, AOM and region level, with Audit as a close partner.
- Drive closure of audit gaps through structured tracking, escalation and follow-through with field leadership.
- Own change management across the network, including Visual Merchandising resets and new-launch readiness.
- Build and run a structured rollout playbook so VM changes, product launches and process changes land on time and to standard.
- Partner with Circle Heads to ensure smooth on-ground implementation, verifying readiness before go-live and capturing feedback for improvement.
- Provide data-backed feedback to Merchandising on store-level inventory and staff insights on the merchandise mix.
- Partner with Loss Prevention to identify, monitor and reduce shrinkage by strengthening process controls and surfacing hotspots.
- Manage store consumables end-to-end, balancing cost efficiency with customer experience, and set norms, replenishment logic and cost benchmarks.
- Own the refit charter — cost-benefit analysis, planning, scheduling and tracking — to complete refits on time and minimise store downtime.
- Partner with Business Development to enable smooth new-store openings with clean operational handovers when sales takes over.
- Define and run the operations handover checklist that bridges site readiness to live trading.
- Partner with the Academy team to drive training-calendar adherence, tracking completion across the network and nudging regional leaders.
- Define, communicate and manage the consequence framework for non-adherence to training requirements.
- Manage day-to-day operations for the 300+ FOFO store network, ensuring standards in line with the broader fleet.
- Own an accurate, timely and policy-compliant incentive-release process for FOFO stores.
- Coordinate with Finance and field teams to resolve operational and incentive queries for FOFO partners.
Who You’ll Work With
This is a deeply cross-functional role. You’ll partner closely with Audit (compliance and corrective action), Loss Prevention (shrinkage control), Business Development (new store openings), Training & Academy (training adherence), Visual Merchandising (changes and launches), Circle Heads (on-ground implementation), Tech & Product (operations technology) and Projects & Maintenance (refits and consumables).
How Success Is Measured
- SOP coverage and adoption across the fleet.
- Store audit compliance scores and speed of gap closure.
- Adoption and data accuracy of store operations technology.
- On-time, to-standard execution of VM changes and launches.
- Reduction in inventory shrinkage.
- Consumables cost efficiency without trading off customer experience.
- Refits started and completed on schedule, and on-time handover of new stores.
- Training-calendar adherence and accurate, timely FOFO incentive release.
Company: Lenskart | Function: Central Operations
Reports To: Head of Central Operations | Location: Gurgaon
Owns business performance, customer experience, and operating rigor across Lenskart's 2,700+ store network. Leads a team of Program Managers driving business planning, sales strategy, and audit/SOP excellence, and is the single point of accountability for translating store-level signals into AOP inputs, CXO-level narratives, and long-term growth strategy — with technology and AI as core levers.
- AOP Planning & Delivery: Own the Annual Operating Plan end-to-end — from ground-up input to final sign-off with Finance and leadership — and drive delivery against it through the year, course-correcting as needed.
- Business & CX Ownership: Own the combined view of revenue performance (footfall, conversion, ATV) and customer experience health (audit/SOP scores, hygiene, service quality) across the store network, integrating inputs from both the business strategy and CX/audit tracks.
- CXO & Leadership Reviews: Own the narrative and data for CXO/leadership business reviews — translate store, regional, and program-level detail into a clear, decision-ready story on performance, risks, and growth levers.
- Team Leadership: Lead and mentor Program Managers owning Business Operations & Retail Strategy, and Customer Experience, Audit & SOP Excellence. Set priorities, unblock execution, and ensure both tracks work off a shared store-health view.
- Sales & Revenue Strategy: Own the strategic agenda for revenue growth — category mix, merchandising, staffing productivity, and regional demand strategy — in partnership with ZM/AOM leadership.
- GTM Strategy: Own go-to-market planning for new categories, store formats, and market expansion — from launch readiness and store enablement to post-launch performance tracking.
- Program Governance: Own the portfolio of central programs (incentive schemes, productivity drives, training interventions, tech-enabled tools) — prioritize investment, track ROI, and sunset what isn't working.
- Technology & AI Partnership: Partner with tech and product leadership to build new products and AI-driven tools for customers and store teams — from store-level actionable dashboards and automation to AI-powered decision support — that improve both customer experience and field productivity.
- Long-Term Growth: Own the long-range growth agenda — new categories, market expansion readiness, service model evolution — and represent Central Operations in strategic planning forums.
- Process & Experience Excellence: Own the enterprise view of SOP adherence, audit consolidation, and hygiene mechanisms, ensuring findings convert into structured improvement programs at scale.
- Experience: 6–12 years in business/program management, retail strategy, or operations leadership, with at least 2–3 years managing teams (consulting, e-commerce, or large retail background preferred).
- Tools: Strong command of Excel/Sheets; Power BI or SQL preferred.
- Track Record: Proven track record owning AOP or equivalent large-scale planning cycles end-to-end.
- Stakeholder Management: Experience presenting to and influencing senior/CXO-level stakeholders.
- People Leadership: Strong people leadership — has managed or mentored program managers or cross-functional teams.
- Tech Exposure: Exposure to or strong interest in AI/tech-enabled tools and building products with technology teams.
- Cross-functional Influence: Comfortable driving alignment across regional and central teams without formal authority over the field organization.
CXO/Business Head, ZMs/AOMs, Central Operations Team (PMs), Circle Heads, Analytics, Finance (AOP), Category & Merchandising, Warehouse Team, Tech & Product
