HEAD – RETAIL SALES & OPERATIONS, MERCHANDISING & BUSINESS

Company

P.ORR \& SONS

Location

Chennai

Experience

12–18+ Years

Industry

Watches / Luxury Retail must

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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