Job Description

Lead and manage retail outlet operations within the division to achieve ABP targets for MS, HSD, Lubes, and NFR. Ensure compliance with quality standards, implement marketing programs, maintain strong franchisee relationships, and optimize product supply and distribution for operational excellence.

1. Sales & ABP Delivery

• Prepare annual divisional business plans and set sales targets for MS, HSD, Lubes, and NFR.
• Allocate targets to TSMs and monitor achievement against ABP.
• Publish territory-wise and RO-wise rolling product plans for advance planning with S&D.

1. Quality & Quantity Compliance

• Achieve CRA targets for the division through regular RO inspections.
• Address non-compliance cases and ensure corrective actions by franchisees.
• Investigate and resolve customer complaints promptly to maintain service standards.

1. Marketing & Branding Implementation

• Execute divisional branding activities as per company guidelines.
• Identify ROs for NFR initiatives and implement marketing programs effectively.

1. Standardization of Retail Outlets

• Ensure all ROs comply with Nayara’s branding manual and operational standards.
• Coordinate with franchisees and TSMs for timely upgrades and compliance.

1. Regulatory Liaison & Approvals

• Maintain regular interaction with government authorities for mandatory approvals.
• Ensure compliance with statutory norms for retail operations.

1. Product Supply & Distribution Management

• Prepare rolling monthly forecasts for MS and HSD to ensure uninterrupted supply.
• Optimize TT deployment for efficient product distribution and minimize stock-outs.
• Coordinate with S&D teams and supply points for timely deliveries.

1. Franchisee Relationship Management

• Build strong relationships with franchisees through regular visits and dealer meets.
• Resolve operational issues, reduce equipment downtime, and ensure smooth operations.

1. Customer Relationship Management (CRM)

• Collect customer feedback and implement corrective measures to enhance satisfaction.
• Reduce customer complaints through proactive engagement and service recovery.

1. Team Leadership & Capability Building

• Coach and develop TSMs and divisional staff for improved performance.
• Provide motivational support and foster a high-performance culture.

1. Educational Qualifications: Graduate Engineer or Postgraduate in Marketing Management.
2. Experience: 15–20 years total experience in retail operations, with strong exposure to petroleum marketing.