HEAD – RETAIL SALES & OPERATIONS, MERCHANDISING & BUSINESS

• *Company:** P.ORR \& SONS
• *Location:** Chennai
• *Experience:** 12–18\+ Years
• *Industry Preference:** Watches / Luxury Retail

• *ABOUT THE ROLE**

P.ORR \& SONS is looking for an experienced and commercially strong **Head – Retail Sales \& Operations, Merchandising \& Business** to lead the next phase of growth of our retail business.

This is a **senior business leadership position** with end\-to\-end responsibility for the performance and growth of the retail network.

The role will be responsible for **Sales, Store Operations, P\&L, Buying, Merchandising, Inventory, Visual Merchandising, Customer Experience, Service TAT, People Development, Store Audit, New Store Openings and Market Expansion.**

The ideal candidate should be equally comfortable with **strategy, numbers, people and execution**.

• *KEY RESPONSIBILITIES**

• *1\. Retail Sales \& Business Growth**

• Own overall retail sales and revenue targets.
• Develop annual, quarterly and monthly business plans.
• Drive store\-wise, brand\-wise and category\-wise sales performance.
• Improve conversion, ATV/ABV, UPT and salesperson productivity.
• Identify underperforming stores and implement corrective action plans.
• Drive same\-store growth and overall retail profitability.

• *2\. Store P\&L \& Commercial Management**

• Own store\-level P\&L and profitability.
• Monitor revenue, gross margin, discounts and operating costs.
• Improve store contribution and cost efficiency.
• Analyse business performance and provide corrective strategies to Management.
• Ensure business decisions are driven by profitability, not only turnover.

• *3\. Buying, Merchandising \& Inventory**

• Lead retail buying and assortment planning.
• Ensure the right product mix for each store and customer segment.
• Monitor SKU performance, sell\-through, stock turn and inventory ageing.
• Reduce slow\-moving and non\-moving inventory.
• Improve inventory productivity and GMROI.
• Plan stock allocation, replenishment and inter\-store transfers.
• Coordinate with Purchase, Finance, Warehouse and Brand Principals.

• *4\. Visual Merchandising \& Store Standards**

• Maintain high VM and store presentation standards.
• Ensure effective product placement and brand presentation.
• Drive festive, promotional and brand\-specific VM.
• Conduct periodic store and VM reviews.
• Ensure stores consistently reflect the P.ORR \& SONS brand positioning.

• *5\. Customer Experience**

• Build a consistent premium customer experience across all stores.
• Monitor customer satisfaction, complaints and escalations.
• Improve repeat customer engagement and retention.
• Handle critical / VIP / HNI customer issues when required.
• Strengthen CRM and customer relationship initiatives.

• *6\. Watch Service \& After\-Sales**

• Monitor watch service revenue and performance.
• Ensure agreed service TAT is maintained.
• Track pending and overdue service jobs.
• Work closely with the Service Team to resolve delays.
• Monitor service quality, customer communication and complaints.
• Identify opportunities to increase service revenue and customer retention.

• *7\. Training \& Team Development**

• Lead training and coaching of Store Managers and retail teams.
• Develop product knowledge, selling skills and customer\-service capabilities.
• Monitor individual and store\-level productivity.
• Identify high performers and future leaders.
• Address performance gaps through structured coaching and development.
• Build a strong succession pipeline for retail leadership.

• *8\. Store Audit \& Operational Excellence**

• Establish and monitor retail SOPs and operational standards.
• Conduct regular store audits.
• Monitor inventory, billing, cash handling, VM, customer service and compliance.
• Identify operational gaps and ensure timely corrective action.
• Improve consistency and discipline across all stores.

• *9\. New Store Opening \& Market Expansion**

A key responsibility will be to **expand the P.ORR \& SONS retail network**.

• Identify new cities, markets and locations.
• Conduct market and catchment analysis.
• Evaluate competition and business potential.
• Prepare new\-store business cases covering sales potential, investment, profitability and ROI.
• Evaluate locations and commercial viability.
• Coordinate store design, inventory, manpower, VM and pre\-opening activities.
• Lead the complete new\-store opening process.
• Monitor the performance of new stores during the first 90–180 days.
• Develop a structured pipeline for future retail expansion.
• Identify opportunities for market entry, relocation, larger formats and network optimisation.

• *10\. Brand \& Business Partner Management**

• Develop strong relationships with watch brand principals.
• Review brand performance, inventory and sell\-through.
• Coordinate launches, training, VM and promotional activities.
• Work with vendors and business partners to improve commercial performance.

• *11\. MIS \& Management Reporting**

Provide regular business reviews covering

• Sales vs Target
• Store P\&L
• Gross Margin
• Brand \& Category Performance
• Inventory Ageing
• Stock Turn / GMROI
• Store \& Employee Productivity
• Customer Satisfaction
• Service TAT
• Audit Performance
• New Store Pipeline
• Market Expansion
• Key Risks and Corrective Actions

• *KEY PERFORMANCE AREAS**

The role will primarily be evaluated on

• *Sales Growth**
• *Store Profitability**
• *Gross Margin**
• *Inventory Productivity**
• *Customer Satisfaction**
• *Employee Productivity**
• *Service TAT \& Revenue**
• *Operational Excellence**
• *New Store Openings**
• *Market Expansion**

The role will have **end\-to\-end responsibility for retail sales, store operations, profitability, merchandising, inventory, customer experience, people productivity and business expansion** across the retail network.

• *Key Responsibilities**

• Drive **sales, revenue, gross margin and store P\&L** across all retail stores.
• Develop and execute **annual business plans, sales targets and growth strategies**.
• Lead **buying, merchandising, assortment planning and inventory productivity**.
• Drive **stock turn, sell\-through, GMROI and reduction of ageing/non\-moving inventory**.
• Ensure high standards of **Visual Merchandising (VM), store presentation and customer experience**.
• Monitor **conversion, ATV/ABV, UPT and salesperson productivity**.
• Lead **training, coaching, performance management and development of retail teams**.
• Monitor **customer satisfaction, complaints and watch service TAT**.
• Establish and monitor **store audits, SOPs and operational standards**.
• Manage relationships with **brand principals, vendors and key business partners**.
• Identify and develop **new markets, new locations and new store opportunities**.
• Lead the complete **new store opening process**, from market feasibility and location selection to launch and profitability.
• Develop **market expansion and retail network growth strategies**.
• Provide regular **MIS, business analysis and strategic recommendations to Management**.

• *Candidate Profile**

• 12–18\+ years of experience in **multi\-store retail / retail operations / sales leadership**.
• Strong experience in **P\&L, sales, inventory, merchandising and team management**.
• Proven experience in **new store openings and market expansion**.
• Strong commercial, analytical and decision\-making skills.
• Experience in **watches, jewellery, luxury, fashion, lifestyle or premium retail** will be preferred.
• Strong leadership, communication, negotiation and execution skills.
• Should be comfortable working directly with senior management and driving business results.

Pay: ₹21,000\.00 \- ₹99,000\.00 per month

Work Location: In person