Prakriti Bawa
Store Manager
Amritsar
Summary
Results-driven retail operations professional with 8.5+ years of experience leading end-to-end store operations, commercial execution, P&L management, store launches, inventory control, and people development across premium retail brands. Proven track record of driving operational excellence, business growth, cost optimization, and customer experience through strategic planning, cross-functional collaboration, and high-performing team leadership.
Overview
4
4
Languages
8
8
Certifications
8
8
years of professional experience
Work History
Store Manager
LEGO Brand Retail
04.2025 - 07.2026
- Managed end-to-end retail operations with full P&L ownership, driving sales, commercial strategy, visual merchandising, inventory accuracy, customer experience, compliance, stakeholder management, and cross-functional collaboration to achieve sustainable business growth.
- Delivered break-even for Bangalore's first LEGO Certified Store within 3 months of launch, generating ₹15 Lakhs in profitability through commercial excellence, inventory optimization, cost control, and disciplined operational execution.
- Established the highest-performing store in the Non-Tech business, achieving 115% AOP sales realization by Q2 while maintaining a 95% AROP score, demonstrating excellence in premium selling, profitability, audit compliance, and operational execution.
- Built and developed high-performing teams through recruitment, coaching, succession planning, and KPI-driven performance management, improving sales productivity, employee engagement, and customer satisfaction.
- Leveraged data-driven analytics to optimize sales performance, inventory productivity, and commercial decision-making, consistently exceeding key business and operational KPIs.
- Led the successful launch and operational stabilization of four LEGO Certified Stores, managing end-to-end project execution including store planning, recruitment, merchandising, inventory setup, SOP implementation, training, and operational readiness to ensure seamless go-live and sustained business performance.
Store Director
Decathlon Sports India Pvt. Ltd.
11.2023 - 03.2025
- Managed store budgets and expense controls, reducing operating costs by ₹88 Lakhs, improving Gross Operating Income (GOI), profitability, and expense efficiency.
- Led end-to-end recruitment through the ATS platform, hiring 50+ employees across the city while building a diverse and inclusive workforce with 60% women in leadership roles.
- Designed and delivered onboarding and training programs covering store operations, product knowledge, SOPs, and customer service excellence, accelerating employee productivity and enhancing customer experience.
- Facilitated regular store and city-level business reviews, communicating performance targets, operational updates, and best practices while fostering collaboration, accountability, and continuous improvement.
- Coached and developed frontline teams through structured performance feedback and capability-building initiatives, strengthening operational efficiency, service standards, and sales performance.
Retail Department Manager
Decathlon Sports India Pvt. Ltd.
05.2020 - 12.2022
- Led end-to-end store operations, driving sales growth, customer engagement, and conversion initiatives that contributed to 5% year-on-year business growth.
- Partnered with the Visual Merchandising team to execute commercial merchandising strategies, enhancing product presentation, customer experience, and sales performance.
- Managed end-to-end talent acquisition, onboarding, and capability development, building a high-performing team through structured training, coaching, and succession planning.
- Streamlined operational processes by implementing standardized SOPs, improving operational efficiency, compliance, and overall store profitability.
- Led a team of 13 retail associates, overseeing workforce planning, scheduling, performance management, and leadership development to deliver consistent operational excellence and customer satisfaction.
Customer Service Leader
Decathlon Sports India Pvt. Ltd.
08.2018 - 12.2022
- Led a team of customer service professionals, fostering a high-performance culture through coaching, performance management, and continuous capability development.
- Managed end-to-end customer experience operations, achieving a 96%+ issue resolution rate within SLA across Salesforce, Medallia, Google Business Profile, Facebook, and digital support channels.
- Championed a customer-first culture across the North Zone, driving a 96% customer satisfaction score (CSAT) through service excellence, process improvements, and proactive issue resolution.
- Analyzed customer feedback and service metrics to identify improvement opportunities, implement corrective actions, and enhance overall customer experience.
- Collaborated with cross-functional teams to resolve escalations, improve service delivery, and strengthen customer loyalty and brand advocacy.
Store Operations Manager
Decathlon Sports India Pvt. Ltd.
04.2022 - 10.2022
- Led end-to-end retail operations, implementing cost optimization initiatives that delivered 5% energy savings and ₹88 Lakhs in operational cost reductions through effective workforce planning, inventory control, and process improvements.
- Negotiated and managed vendor partnerships, securing favorable commercial terms that improved profit margins, service quality, and operational efficiency.
- Conducted operational risk assessments and implemented mitigation strategies, ensuring business continuity, regulatory compliance, and sustainable operational performance.
- Monitored key operational and financial KPIs, driving process improvements, cost efficiencies, and consistent execution across store operations.
- Collaborated with cross-functional stakeholders to optimize store performance, enhance operational standards, and support business objectives.
Education
B. Tech - Information & Technology Engineering
DIT University
Dehradun, India03-2018
12th Non-Medical -
The Senior Study II
Amritsar, India03-2014
10th -
St. Francis School
Amritsar, India05-2012
Skills
Store management
Customer service
Inventory management
Merchandising expertise
Retail operations management
Accomplishments
- Delivered break-even for Bangalore's first LEGO Certified Store within 3 months of launch, generating ₹15 Lakhs in profitability through strategic commercial execution, P&L management, and operational excellence.
- Established the highest-performing store in the Non-Tech business, achieving 115% AOP Sales Realization while maintaining a 95% AROP Score through commercial excellence, customer experience, and operational discipline.
- Successfully led the launch and operational stabilization of four LEGO Certified Stores, overseeing end-to-end project execution, recruitment, merchandising, inventory readiness, SOP implementation, and operational governance.
- Recognized for delivering the highest EBITDA of 26.0%, driven by effective cost optimization, commercial strategy, and operational efficiency.
- Awarded Best Store Director for achieving 88% 'Very Happy Team' engagement, reflecting excellence in people leadership, coaching, employee development, and team culture.
- Built an inclusive leadership pipeline, achieving 66% gender diversity in leadership roles through strategic hiring, succession planning, and talent development initiatives.
- Recognized for outstanding customer recovery and service excellence, successfully resolving a high-impact customer escalation through customer-centric leadership, strengthening brand loyalty, and driving sustainable process improvements.
- Completed the Leadership Grid Workshop at L&T Leadership Development Academy, enhancing strategic leadership, stakeholder management, coaching, and decision-making capabilities.
Certification
Advanced Facilitation
Timeline
Store Manager
LEGO Brand Retail
04.2025 - 07.2026
Store Director
Decathlon Sports India Pvt. Ltd.
11.2023 - 03.2025
Store Operations Manager
Decathlon Sports India Pvt. Ltd.
04.2022 - 10.2022
Retail Department Manager
Decathlon Sports India Pvt. Ltd.
05.2020 - 12.2022
Customer Service Leader
Decathlon Sports India Pvt. Ltd.
08.2018 - 12.2022
B. Tech - Information & Technology Engineering
DIT University
12th Non-Medical -
The Senior Study II
10th -
St. Francis School