ASHISH MATHUR
Retail Operations Manager
Gurgaon
Summary
A competent & enthusiastic professional targeting opportunities in Retail Operations, P&L Management, Retail Sales and Service Delivery Management with an organization of high repute in Fashion Retail / Luxury Retail / International Travel Retail and Customer Service PROFILE SUMMARY A competent professional with over 12 years of extensive experience in the field of Retail Operations, Operational Planning & Leadership, Workforce & People Management, Stakeholder Management, Customs, Process Efficiency Enhancement, ROI Management and Team Management & Leadership Dealt & liaised with regulatory government authorized bodies and with HNI clients for the luxury brands. Turnaround Specialist and Change Manager with a proven record of stamping success in organization and delivering significant profits. Strategic Leader offering experience in streamlining & overcoming complex business challenges, participating in high level operational initiatives including turnaround management and reorganization while delivering results in growth, revenue, and operational performance. Highly skilled in designing & implementing sales plans and new store concepts for the luxury brands to generate increased sales for achievement of revenue targets. Consistent record of managing entire gamut of retail store operations including customer services, inventory control, sales operations & general administration in compliance with SOPs; defined continuous improvement processes, formulated short- & long-range tactical planning and improved operational processes to reduce shrink and achieve optimal profitability. Showcased excellence in leading profit-generating operations through innovative merchandising while conducting extensive market & consumer analysis before launching new products; formulated pricing focused on continuous product turnover. Proficient in tracking competitor activities in regards with price, demand, and competition; implemented promotional activities, collated financial & statistical information, developed progress reports, and organized events & luxury product exhibitions. Expertise in managing all business development activities, analyzing market trends & establishing healthy & prolonged relations with customers, thereby ensuring higher market share. Possess capability in planning, organizing & executing marketing strategies, managing inventory through setting up quantity & quality limits based on sales & business plans and administering liquidation of luxury slow moving brands.
Overview
13
13
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Operations Manager
RJ Corp
03.2023
- Key Results Areas:
- Handling luxury retail business unit which is operational 24*7 with manpower of 15 people
- Designing and executing efficient sales strategies
- Managing and delivering key performance indicators of employees like sales, shrinkage, commerciality, customer service standards
- Understanding budget processes and its impact on profitability of store
- Setting targets for teams and ensuring their comprehensiveness; laying out new plans for team
- Weekly reports and taking necessary actions to ensure credibility of team
- Establishing effective relation for productivity with key accounts and ensuring customer satisfaction
- Preparing sales forecasts monthly, weekly, and annually; researching and identifying new potential customers and market opportunities
- Closely work with Marketing Team for all offline marketing activity
- Handling expansion plan as well as rolling out stores
- Conducting monthly review of performance of stores
- Implementing necessary cost control measures and maintaining inventory control with specific measures; achieving both top-line sales and bottom-line profits for brand
- Directing complete business operations with accountability of profitability, forecasting monthly/ annual sales targets, &executing them in each time frame
- Long-term as well as short-term business directions to ensure maximum profitability in-line with designated objectives
- Spearheading P&L activities; impacting brand profitability through effective tactical management decisions and new business development; identifying and developing new streams for long-term revenue growth and maintaining relationships with customers to achieve referral business
- Tapping new markets and coordinated with channel partners to penetrate new segments to expand business & generate income, evaluating sales budgets periodically and preparing sales forecasts
- Conducted competitor/ market analysis by keeping update of market trends, competitor moves to achieve market share metrics; developing marketing plan to achieve Sales Target and Increase Brand Visibility
- Conducting and organizing sales promotional activities as part of brand building and market development efforts and to increase footfall in retail set-up
- Building brand focus in conjunction with operational requirements and ensuring maximum brand visibility and capturing optimum market shares
- Managing product development and new product launches to widen the product portfolio and generate exceptional sales volumes; revitalizing branding efforts & sales/marketing approaches through roll-out of strategies
- Developing and sustaining solid relationships with key accounts; acting as main point of contact between key clients / accounts and internal teams
- Compiling reports on account progress, goals, and forecasts and sharing same with stakeholders; negotiating contracts with key clients and meeting established deadlines for fulfilment of each account's long-term goals
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly
- Optimized supply chain operations through strategic vendor partnerships and efficient logistics planning
- Developed robust contingency plans to ensure business continuity during unforeseen disruptions
- Reduced turnaround time for project completion through effective resource allocation and team management
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth
- Developed strong relationships with vendors, resulting in better pricing and improved service quality
Manager
Landmark Group
12.2017 - 03.2023
- Ethos Swiss
- Watch Studios
- Travel Retail
- Terminal-3
- IGI
Store Manager
Ethos
New Delhi
12.2017 - 02.2023
- Swiss Watch Studios, Travel Retail, Terminal-3, IGI Airport, Key Results Areas:
- Managing a business turnover of 36 crores annually with manpower of 15 employees; ensuring that yearly, quarterly, and monthly financial goals of store are met
- Monitoring and coaching staff on achieving their individual sales targets, customer service standards and mystery shopping
- Hiring, training, and developing employees for various positions throughout store; liaising and coordinating with GMR, DIAL
- BCAS and other government bodies regarding business operations
- Administering customs related activities such as- procuring space letters, filing monthly returns & bond agreements
- Working closely with merchandising team to ensure that stock levels are maintained as per stocking norms for each brand/ merchandise
- Managing 24
- 7 retail operations through effective monitoring of staff roaster and other important aspects of travel retail
- Directing entire store operations, ensuring accomplishment of set business targets, meeting ever-increasing competition from organized & unorganized structures
Concept Manager (Store Head
Landmark Group
New Delhi
08.2016 - 08.2017
- Key Results Areas:
- Managed a store size of 30,000 sq
- Feet with a business turnover of 24 crores and manpower of 20 sales staff, 3 supervisors, 2 visual merchandisers, 1 inventory control and 2 Assistant Concept Managers
- Achieved monthly targets by monitoring all retail aspects of business through regular follow-ups and effective morning briefings; ensured if the retail operations run on the standard operating procedure being laid by the organization
- Administering timely and effective inventory management to ensure that shrinkage and damages are under the permissible norms; took daily floor walks and resolved floor issues such as pricing errors, hygiene issues and merchandise replenishment
- Emphasized on the look and feel of the store by effective following of the VM planogram
Assistant Manager
Snapdeal, jasper Infotech Pvt. Ltd
06.2015 - 07.2016
- Key Results Areas:
- Managed and led a team of 8 Customer Experience Executives
- Ensured every concern / query from the customers via call, email and chat is answered within a TAT of 24 hours promptly and accurately, considering the reputation of the organization
- Managed end-to-end escalations and followed escalation matrix effectively
- Analyzed and made daily / weekly reports in terms of quantity of chats, email and Inbound/Outbound calls received; audited the quality of communication sent to customer to ensure that the customer gets a “WOW” experience
- Regularly analyzed customer's feedback and suggestions based on rating received on their past purchase experiences
- Effectively managed customer's concern on social media and addressing them on priority
- Sent proactive emails and calls to customers in case of anticipated delay in order / service delivery
- Met other managers to discuss possible improvements to customer service and assisted Sales.
Manager
Cottage Industries Expositions Ltd
New Delhi
12.2012 - 05.2015
- Retail Store Operations & Brand Development
Assistant manager
Raas Intratech Pvt. Ltd
New Delhi
11.2011 - 11.2012
Senior Sales Representative
Mercedes Benz, IGI Airport
New Delhi
07.2011 - 10.2011
Duty Free
09.2010 - 07.2011
- Services, Terminal-3, Indira Gandhi International Airport
Education
Diploma - Business Management
ICFAI University
New Delhi 01.2014 - 04.2015
Bachelor of Business Administration - General Management
Indraprastha Institute of Technology
Guru Jambeshawar University 01.2003 - 04.2006
Skills
Retail Sales and Operations
undefinedTimeline
Operations Manager
RJ Corp
03.2023
Manager
Landmark Group
12.2017 - 03.2023
Store Manager
Ethos
12.2017 - 02.2023
Concept Manager (Store Head
Landmark Group
08.2016 - 08.2017
Assistant Manager
Snapdeal, jasper Infotech Pvt. Ltd
06.2015 - 07.2016
Diploma - Business Management
ICFAI University
01.2014 - 04.2015
Manager
Cottage Industries Expositions Ltd
12.2012 - 05.2015
Assistant manager
Raas Intratech Pvt. Ltd
11.2011 - 11.2012
Senior Sales Representative
Mercedes Benz, IGI Airport
07.2011 - 10.2011
Duty Free
09.2010 - 07.2011
Bachelor of Business Administration - General Management
Indraprastha Institute of Technology
01.2003 - 04.2006
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