Store Operations Manager

Company Overview

Creme Castle is a fast-growing dessert and cakes brand based in Delhi NCR, founded on the belief that dessert is an experience, not just a product. The company operates 45 dark stores across NCR and North India, 3 spoke kitchens in Delhi NCR, and processes approximately 4,000 orders daily via Zomato and Swiggy. Creme Castle is expanding rapidly with plans to open around 30 stores and a central kitchen in Bangalore and Hyderabad within the next 12 months.

Job Summary

The Store Operations Manager will oversee the day-to-day performance of a cluster of 20+ stores across Delhi NCR, ensuring consistency in operations, customer experience, productivity, quality, and business results. Reporting to the Head of Operations, this hands-on role involves working closely with store managers, central kitchen, supply chain, and support teams to translate business priorities into flawless execution on the ground. The ideal candidate will ensure that all stores operate uniformly and efficiently, driving operational excellence and business growth.

Responsibilities

• Multi-Store Operations: Manage daily operations across 20+ stores, ensuring adherence to operating standards every shift, every day.
• Store Visits & Audits: Conduct regular store visits, audits, and performance reviews to identify operational gaps and implement corrective actions promptly.
• Operational Readiness: Ensure stores are adequately staffed, equipped, and maintained to meet demand, including equipment, infrastructure, and inventory management.
• Business & KPI Management: Monitor store-level KPIs such as sales, order volume, cancellations, complaints, fulfillment time, productivity, and costs; take data-driven actions.
• Store Turnaround: Analyze performance trends, develop action plans for underperforming stores, and track improvements.
• Peak & Campaign Execution: Ensure flawless operations during peak hours, promotions, festivals, and high-demand periods.
• Service & Customer Experience: Guarantee timely and accurate order fulfillment, monitor customer feedback and complaints, and manage service recovery.
• Order Quality & Escalations: Collaborate with relevant teams to reduce order errors, delays, cancellations, and escalations by addressing root causes.
• People Leadership: Lead and develop store managers and frontline teams, fostering a culture of accountability, ownership, and service excellence.
• Manpower & Rostering: Oversee manpower planning, attendance, rostering, and productivity to ensure optimal staffing.
• Training & Capability Building: Identify training needs and ensure teams are trained on Standard Operating Procedures (SOPs), product handling, safety, and customer experience.
• Food Safety, Quality & SOP Compliance: Maintain compliance with food safety, hygiene, and quality standards through SOPs, checklists, audits, and daily reporting.
• Cross-Functional Coordination: Partner with central kitchen, supply chain, maintenance, and support teams to resolve store issues quickly and maintain smooth operations.

Qualifications

• Minimum 6+ years of experience in multi-unit operations within food delivery, Quick Service Restaurants (QSR), cloud kitchens, retail, or high-volume service environments.
• Proven experience managing 20+ locations or a large distributed frontline workforce.
• Strong proficiency with operational dashboards, service-level metrics, and performance management.
• Demonstrated ability to improve store performance through data analysis and field execution.
• Excellent people leadership, problem-solving, and stakeholder coordination skills.
• Comfortable with frequent field travel across Delhi NCR.
• Educational qualifications typically expected include a Bachelor’s degree in Business, Hospitality, Operations Management, or related fields.

Preferred Skills

• Experience with dark stores or cloud kitchens operating on platforms like Zomato and Swiggy.
• Background in new store launches or network expansion.
• Exposure to food safety and hygiene audits.
• Experience with store-level cost and Profit & Loss (P&L) ownership.
• Ability to build SOPs, checklists, or dashboards from scratch.
• Experience managing operations during festive and peak seasons.

Experience

• At least 6 years of relevant experience in multi-unit operations management.
• Experience in food delivery, QSR, cloud kitchens, or retail sectors, preferably in high-growth, multi-location businesses.
• Hands-on experience running dark stores or aggregator-led operations is highly valuable.

Environment

• The role is full-time and based in Delhi NCR.
• Requires frequent travel across multiple store locations within Delhi NCR.
• Work involves a combination of on-floor presence in stores and dashboard-based performance monitoring.
• The environment is fast-paced, dynamic, and requires managing multiple priorities simultaneously.

Growth Opportunities

• Opportunity to shape operational standards for a rapidly expanding brand.
• Direct visibility to leadership with the chance to influence how stores run, perform, and scale.
• Potential to contribute to multi-city expansion including new store openings and central kitchen setups.

Benefits

Not specified.

Salary

Not specified.