WOODEN STREET FURNITURES PVT. LTD.
DEPARTMENT OF HUMAN RESOURCE
JOB DESCRIPTION
Job Title: City Head
Department: Business Development
Level: L3
Location: Pan India
Reports to: Regional Head
Purpose of the Job
The incumbent drives city-level business performance by owning revenue, profitability, and operational excellence across all retail stores. The role is accountable for achieving sales targets, ensuring consistent customer experience, building high-performing teams, and executing expansion plans. It acts as the bridge between head office strategy and on-ground execution, ensuring compliance, discipline, and seamless coordination across functions while strengthening market presence, customer relationships, and long-term business growth.
Principal Accountabilities
1. Revenue Ownership & Sales Performance
Own and deliver city-level sales targets across all stores with consistent performance
Monitor KPIs such as conversion %, average ticket value, footfall utilization, and productivity
Drive both retail and B2B revenue streams including architects, designers, and corporate clients
2. Store Operations & Compliance Excellence
Ensure adherence to SOPs, billing discipline, pricing governance, and audit readiness
Oversee store operations including visual merchandising, inventory control, and hygiene standards
Drive store-level EBITDA by optimizing costs, minimizing shrinkage, and improving efficiency
3. Team Leadership & Capability Building
Lead, mentor, and develop Area Managers, Store Managers, and sales teams
Build a high-performance culture with strong accountability, discipline, and motivation
Drive hiring, training, retention, and succession planning for leadership pipeline
4. Customer Experience & Escalation Ownership
Ensure consistent, high-quality customer experience across all stores
Act as final escalation point for high-value or critical customer issues
Strengthen customer loyalty, repeat business, and brand perception
5. Expansion & Market Development
Identify, evaluate, and recommend new store locations aligned with business strategy
Drive store expansion, fit-outs, and successful go-live within timelines and budgets
Strengthen market penetration through local marketing, BTL activities, and partnerships
6. Data-Driven Performance Management
Track city performance through CRM, ERP, and BI dashboards
Analyze sales data, identify gaps, and implement corrective action plans
Ensure timely reporting, forecasting, and insights sharing with senior leadership
7. Cross-Functional Alignment & Execution
Act as single point of coordination between stores and HO functions (HR, Marketing, Finance, Supply Chain, CRM)
Ensure timely execution of campaigns, inventory planning, and manpower alignment
Bridge communication gaps and drive synchronization across departments
Internal and External Relationships
Internal Stakeholders: Senior Leadership (CBO / VP / Business Head), Area Managers & Store Managers, HR Team, Marketing Team, Finance
External Stakeholders: Customers (including high-value and escalations), Interior Designers / Architects / Corporate Clients, Mall Management / Landlords, Vendors & Service Partners, Local Marketing & Event Agencies, Regulatory / Legal Authorities
Qualifications, Knowledge, and Experience
MBA/Bachelors in Business Administration, Commerce, Marketing, or related field
5-12+ years of experience in retail sales, business development, or operations with focus in multi-store leadership roles with revenue and P&L ownership
Experience in furniture/home décor or similar high-value retail preferred
Strong understanding of multi-store retail operations, P&L management, and customer buying
Challenges
Managing full accountability for results with limited control over cross-functional dependencies
Ensuring consistent performance across multiple stores and diverse teams
Balancing revenue growth with customer experience and operational constraints
Handling high attrition, team motivation, and capability gaps in a dynamic retail environment
Leadership & Behavioral Competencies
Strategic Thinking & Commercial Acumen | Advanced
Ownership & Accountability | Advanced
Leadership & Team Development Capability | Advanced
Decision-making & Problem-solving Ability | Advanced
Execution Excellence & Operational Discipline | Advanced
Communication & Stakeholder Management Skills | Advanced
Customer-centric & Business-oriented Mindset | Advanced
Analytical & Data-driven Thinking | Advanced
Adaptability & Market Responsiveness | Intermediate
Result Orientation | Advanced
Functional Competencies
City-level Sales & Revenue Growth Management | Advanced
Multi-store Operations & Performance Management | Advanced
Market Expansion & New Store Development | Advanced
Conversion, ASP & Sales Productivity Optimization | Advanced
Store Profitability & Sales per Sq. Ft. Management | Advanced
Customer Experience & Retail Operations Governance | Advanced
People Management, Retention & Team Capability Development | Advanced
Retail Analytics & Store Performance Monitoring | Intermediate
Visual Merchandising & Store Standards Governance | Intermediate
Cross-functional Coordination with SCM, Marketing & Operations Teams | Advanced
Key Result Areas (KRAs) and Key Performance Indicators (KPIs)
Drive SSSG Growth
Same Store Sales Growth %
Monthly Revenue Growth %
YoY Store Growth %
Sales Target Achievement %
Drive City Level growth with gap identification and opening of new stores
New Store Opening Achievement %
City Revenue Growth %
Market Gap Closure Effectiveness %
New Store Breakeven Timeline
Reduce the single unit invoice% of the territory
Single Unit Invoice Reduction %
Average Basket Size Improvement %
Multi-product Invoice Contribution %
UPT (Units per Transaction) Growth
Improve conversion%
Walk-in to Conversion %
Lead Conversion Rate %
Sales Closure Ratio %
Customer Engagement Effectiveness %
Improve Category level ASP
Average Selling Price (ASP) Growth %
Premium Product Contribution %
Category-wise Revenue Growth %
High-value Product Mix %
Improve Sales per Sft
Sales per Sq. Ft. Growth %
Store Productivity Improvement %
Revenue per Sq. Ft. %
Space Utilization Efficiency %
Attrition% from top 50% team members have to be below 10% in the Year
Top Performer Attrion %
Retention Rate of Top Talent %
Critical Talent Stability Index
Employee Engagement Score
Drive customer feedback through Google Review as a percentage to Walkin
Google Review Conversion %
Customer Feedback Participation %
Average Google Rating
Positive Review Growth %