Senior Operations Manager - North

Regional Operations Manager – Retail StoresAt Chai Point, we are looking for individuals who want to discover their purpose, providing them with opportunities to explore and strengthen their skills while having a lot of fun and bonhomie.Department: Retail Operations – StoresLocation: GurgaonRoleWe are looking for a resource responsible for the P&L of the region with ownership, clear goals, and responsibilities on revenue, margins, and overall profitability. This includes driving operations, planning, enhancing customer experience, and implementing marketing campaigns to deliver business results. The role involves solving key business problems and contributing to strategy formulation and execution.ResponsibilitiesDrive the business growth of the region.Lead and execute the overall strategy, market growth, and operations of the region.Set and drive key business initiatives across the region through events and new store selection.Continuously ideate towards team building and brand growth.Responsible for revenue target achievement, cost containment, and adherence to company SOPs.Own regional P&L and drive overall business profitability.Ensure adherence to inventory management processes, minimizing wastage and maintaining optimum stock levels across stores.Drive adherence to quality metrics and food safety standards, ensuring consistent customer experience across all outlets.Lead training and people management initiatives, including capability building, coaching, performance management, and employee engagement across the region.As a member of the core team, participate in key business decisions and add strategic value.Drive month-on-month improvement in key metrics such as Same Store Sales Growth, Customer Retention, and NPS.Ensure appropriate SOPs are streamlined and monitored for better operational control.Ensure seamless coordination with all aggregators and act as the single point of contact for dispute resolution.Collaborate with business heads, marketing, finance, and operations teams to resolve issues in the best interest of the customer and the company.Reduce order modifications, cancellations, and kitchen preparation times.Ensure high-quality restaurant rankings across all relevant delivery platforms.Ensure 100% store uptime across all delivery channels.Communicate business plans effectively to store teams to maximize returns.Analyze risks and opportunities against business plans and proactively highlight them to the business head.Demonstrate strategic thinking with the ability to envision end-to-end solutions and execute them effectively.Requirements8–12 years of experience with an MBA.Strong organizational skills with the ability to thrive in a high-growth environment.Self-driven, proactive, and capable of matching the pace of a fast-growing organization.Prior experience in P&L management and leading large teams.Strong operations background with a people-first approach.Experience in inventory management, quality compliance, and driving operational excellence across multiple stores.Proven experience in training, coaching, and developing high-performing teams.Ability to think ahead of the curve in market scanning and business development.Experience working against stringent timelines.Proven ability to lead the sales force and retail operations from the front.Strong customer service orientation.Process-driven mindset with excellent execution capabilities.Sales & Marketing experience will be an added advantage.Preferred IndustryQSRFast FoodCasual DiningFast Casual ConceptsLarge Consumer Retail BrandsF&B Brands