Lead and drive the day-to-day commercial and operational execution of the Food Retail Omni Channels business, ensuring strong sales growth, operational excellence, customer experience, and cross-functional alignment across stores, digital channels, campaigns, suppliers, and category performance.

The Deputy Head of Food, Omni Channels acts as the execution engine of the omni business, transforming strategic direction into scalable operational delivery while ensuring KPI achievement across revenue, profitability, service level, customer satisfaction, and operational efficiency.

• Lead the overall daily operations and execution of Food Retail Omni Channels business across App, Web, Marketplace, and Store-integrated channels.
• Drive sales, growth, and operational KPIs across omni-channel platforms including GMV, margin, orders, basket size, conversion, fulfillment SLA, cancellation rate, and customer satisfaction.
• Manage and monitor omni-channel store performance, ensuring operational readiness, productivity, and service quality across all participating stores.
• Lead commercial and campaign execution in collaboration with Marketing, Product, Operations, and Category teams.
• Drive category performance management including assortment optimization, pricing competitiveness, stock availability, and promotion effectiveness.
• Oversee supplier and partner management to ensure operational efficiency, commercial alignment, and sustainable business growth.
• Coordinate closely with Operations team to improve fulfillment efficiency, picking productivity, delivery SLA, and store execution standards.
• Establish strong performance management framework with regular business reviews, KPI tracking, and action plans.
• Identify operational bottlenecks and implement scalable process improvements to enhance customer experience and business productivity.
• Collaborate with Product and Tech teams to improve omni-channel features, operational tools, and system capabilities.
• Lead crisis management and issue resolution related to operations, customer experience, fulfillment, or commercial execution.
• Build and develop high-performing omni-channel execution teams with strong ownership and result-oriented mindset.
• Support Head of Food, Omni Channels in strategic planning, business expansion, and organizational development initiatives.

Knowledge:

• Strong understanding of Omni-channel Retail Operations and E-commerce business models.
• Deep knowledge in Grocery Retail, FMCG operations, category management, and store operations.
• Strong commercial and operational acumen with data-driven decision-making capability.
• Understanding of digital commerce ecosystem including App, Marketplace, CRM, Loyalty, and Customer Experience.
• Knowledge of KPI management, operational process optimization, and performance analytics.

 Experience:

• Minimum 10 years of experience in Retail, E-commerce, Omni-channel, Commercial Operations, or Business Operations.
• Minimum 5 years in leadership or senior management role managing cross-functional teams.
• Experience in Grocery Retail, Modern Trade, Quick Commerce, or E-commerce platforms is highly preferred.
• Proven track record in managing large-scale operations and delivering strong business growth.
• Experience in supplier/vendor management and commercial negotiations.
• Strong experience in campaign execution, operational excellence, and business performance management.

Core competencies:

• Ownership & Accountability
• Result Orientation
• Customer Centricity
• Agility & Adaptability

People competencies:

• Team Leadership
• Stakeholder Management
• Coaching & Team Development
• Conflict Resolution
• Cross-functional Collaboration

Business competencies:

• Business Performance Management
• Commercial Acumen
• Operational Excellence
• Strategic Execution
• Data-Driven Decision Making
• Problem Solving & Prioritization

Functional competencies:

• Omni-channel Operations Management
• Store Performance Management
• Campaign & Promotion Execution
• Category & Supplier Management
• KPI & SLA Management
• Fulfillment & Delivery Operations
• Process Improvement
• Retail Analytics & Reporting
• Customer Experience Optimization

Education: Bachelor’s Degree in Business Administration, Retail Management, Marketing, Supply Chain, or related fields. MBA is a plus

Seniority: Senior Manager / Head level with strong operational leadership capability.

 Language:  Strong English communication skills, both verbal and written.

 Office skills:

• Advanced Excel & PowerPoint
• Strong analytical and reporting capability
• Experience with BI/Data Dashboard tools is preferred

 Attitude:

• Hands-on and execution-focused mindset
• High ownership and resilience under pressure
• Fast-moving, proactive, and highly collaborative
• Strong business sense with operational discipline
• Able to thrive in dynamic and fast-scaling environments