Company: Chaspa Supermart Pvt. Ltd.
Brand: FOR YOU
Industry: Supermarket and Organised Retail
Location: Odisha, with frequent travel across all operational locations
Department: Business Operations
Reporting To: Managing Director
Employment Type: Full-Time
Compensation: ₹50,000 fixed + up to ₹10,000 monthly performance incentive
Probation Period: 6 months
1. Role Purpose
The Business Head – Operations will be responsible for leading, coordinating and controlling the day-to-day business operations of FOR YOU MART across all stores, the Distribution Centre, new-store projects and operational support departments.
The position will act as the single operational authority between the Managing Director and the department heads. The primary purpose of the role is to ensure that routine operational matters are resolved independently and only strategic, financial, legal or high-risk matters are escalated to the Managing Director.
The role will be accountable for sales performance, store profitability, operational discipline, inventory control, procurement coordination, people productivity, customer experience, new-store execution and SOP compliance.
2. Reporting Structure
The following positions shall functionally report to the Business Head – Operations:
* Area Managers
* Inventory Control & Store Support Manager
* Purchase Executive
* DC Manager
* NSO Manager
* Interior/Project Manager
* HR Executive
* Marketing Executive
* Other future operational and support positions assigned by Management
The Finance Manager and Accounts Manager will report directly to the Managing Director. However, they will provide the approved budgets, financial MIS and operational information required by the Business Head.
3. Key Roles and Responsibilities
A. Overall Business Operations
* Take complete ownership of the company’s day-to-day operational performance.
* Lead all operational department heads and ensure proper coordination between stores, DC and Head Office.
* Convert Management’s strategies and instructions into clear tasks, responsibilities and deadlines.
* Resolve routine operational issues without involving the Managing Director.
* Conduct daily, weekly and monthly business reviews.
* Identify operational gaps, assign corrective actions and ensure timely closure.
* Build a disciplined, accountable and performance-oriented organisational culture.
* Ensure that every department operates according to approved policies, SOPs and budgets.
B. Store Sales and Profitability
* Monitor daily, weekly and monthly store sales against targets.
* Develop recovery plans for stores performing below target.
* Monitor store-wise gross margin, expenses and operating contribution.
* Improve bill count, average basket value, customer conversion and repeat business.
* Ensure that sales growth does not come at the cost of margin, inventory health or excessive discounting.
* Coordinate local marketing and promotional activities according to store requirements.
* Review category-wise and store-wise performance and initiate improvement actions.
C. Store Operations and Customer Experience
* Ensure consistent operational standards across all FOR YOU MART outlets.
* Monitor store opening and closing, employee attendance, cleanliness, merchandising, price-ticketing and customer service.
* Ensure timely resolution of billing, POS, pricing and store-support issues.
* Review CCTV audits, physical store audits and Area Manager visit reports.
* Ensure customer complaints are acknowledged, investigated and closed within the defined timeline.
* Maintain brand standards across COCO, FOCO and FOFO outlets according to the applicable operating model.
D. Inventory and Procurement Control
* Monitor stock availability, stock ageing, excess inventory, out-of-stock items, damages, expiries and shrinkage.
* Ensure purchase decisions remain within approved budgets and stock-coverage requirements.
* Monitor the complete process from indent and purchase order to receipt, transfer and store availability.
* Review supplier fulfilment, delayed deliveries, shortages and replacement claims.
* Ensure proper purchase entries, GRN, stock transfers and inventory transactions in ERP.
* Coordinate with the Inventory Control & Store Support Manager, Purchase Executive and DC Manager.
* Ensure FIFO, FEFO, clearance and expiry-control processes are followed.
E. Distribution Centre and Logistics
* Review daily DC inward, outward, packing, loading and dispatch operations.
* Ensure the approved vehicle movement and store supply schedule is followed.
* Monitor dispatch accuracy, delivery delays, shortages, damages and pending inward transactions.
* Ensure proper coordination between Purchase, DC, Store Operations and Accounts.
* Improve vehicle utilisation, delivery performance and store fill rate.
* Ensure appropriate control of DC stock, labour and operational resources.
F. New Store Opening and Expansion Execution
* Monitor every new store from token stage to successful opening.
* Coordinate site readiness, interior work, branding, licensing, recruitment, training, ERP/POS, stock and launch activities.
* Ensure new stores are opened within the approved timeline and budget.
* Conduct weekly reviews with the NSO Manager and Interior/Project Manager.
* Identify potential delays and take corrective action before they affect the opening date.
* Monitor the first 30, 60 and 90 days of every new outlet to ensure operational stability.
* Support Management’s “Mission Odisha 2030 – 1000 Outlets” through disciplined execution.
G. Franchise Operations
* Maintain professional coordination with FOCO and FOFO franchise owners.
* Ensure that company and franchisee responsibilities are followed according to the agreement and responsibility matrix.
* Monitor operational compliance, brand standards, royalty/commission-related sales data and store-support requirements.
* Resolve routine franchise grievances through proper documentation.
* Escalate commercial, legal, financial or reputational disputes to the Managing Director.
* Ensure that no unauthorised commitment is made to any franchise owner.
H. People Leadership and HR Coordination
* Review manpower requirements across stores, DC and operational departments.
* Ensure timely recruitment and deployment against approved vacancies.
* Monitor employee attendance, productivity, discipline, training and performance.
* Conduct performance reviews of department heads and Area Managers.
* Identify high performers and employees requiring improvement.
* Initiate coaching, warnings and Performance Improvement Plans in coordination with HR.
* Develop capable second-line leaders for future expansion.
* Ensure employees use the FOR YOU Team application for attendance, tasks, checklists and reporting.
I. Marketing Execution
* Review the marketing calendar, campaigns, offers and store-level execution.
* Ensure promotional stock is available before campaign launch.
* Monitor campaign performance through sales uplift, customer response, footfall and lead generation.
* Coordinate franchise lead campaigns with the Marketing and NSO teams.
* Ensure all communication follows approved brand standards.
* Obtain Management approval before any major campaign expenditure or public commitment.
J. MIS, ERP and Technology Adoption
* Use GoFrugal ERP/POS and the FOR YOU Team application for operational monitoring.
* Ensure all departments submit accurate reports within the defined timeline.
* Develop a single operational dashboard for the Managing Director.
* Reduce unnecessary manual reporting and duplicate communication.
* Monitor task completion, checklist compliance and supporting proof through the application.
* Identify system requirements and coordinate approved improvements with the development team.
* Ensure decision-making is based on verified data rather than assumptions.
K. SOP, Audit and Compliance
* Ensure company SOPs are implemented across all departments and stores.
* Review audit findings and assign Corrective and Preventive Actions.
* Monitor FSSAI, trade licence, labour, fire-safety and other operational compliance requirements.
* Ensure critical non-compliance is immediately escalated.
* Investigate operational losses, fraud indicators, repeated process failures and control gaps.
* Maintain proper documentation of important decisions, incidents and corrective actions.
4. Key Performance Indicators
Performance will be measured through the following five primary KPIs:
| KPI | Weightage |
| Sales Growth and Target Achievement | 25% |
| Store Profitability and Gross Margin | 20% |
| Inventory Health, OOS, Expiry and Shrinkage Control | 20% |
| Operational Compliance and Department Execution | 20% |
| New Store Opening and Team Productivity | 15% |
5. Experience
* Minimum 8–12 years of overall professional experience.
* Minimum 5 years in organised retail, supermarket, FMCG distribution, QSR, pharmacy retail or another multi-location consumer business.
* Minimum 3 years in an Area Manager, Cluster Manager, Regional Operations Manager or Business Operations leadership role.
* Experience managing multiple stores and cross-functional teams is mandatory.
* Experience in store P&L, inventory, procurement, people management and new-store openings is strongly preferred.
* Franchise operations experience will be an advantage.
Preferred Candidate Background
The ideal candidate should currently be working as:
* Senior Area Manager
* Cluster Manager
* Regional Operations Manager
* Senior Retail Operations Manager
* Business Operations Manager
* Zonal Operations Manager
