Senior Manager – Retail Store Maintenance

Role Overview

The Senior Manager Retail Store Maintenance will own end-to-end maintenance operations across all retail stores pan-India. This role is responsible for ensuring zero disruption to store operations by driving quick resolution of all infrastructure, electrical, IT, and facility-related issues through effective vendor management and tight SLAs.

This is a central role, working closely with Store Ops, IT, Projects, and external vendors.

Key Responsibilities

Retail Store Maintenance Ownership

• Act as the single point of ownership for all maintenance issues across 180+ retail stores.
• Ensure prompt resolution of day-to-day store issues including lighting, electricals, Wi-Fi/internet, CCTV, HVAC, signage, plumbing, fixtures, and basic civil works.
• Minimize store downtime and ensure uninterrupted customer experience.

Vendor & AMC Management

• Empanel and manage national, regional, and local vendors for various maintenance categories.
• Define SLAs, TATs, and escalation matrices for all vendors.
• Track vendor performance and drive accountability for service quality and turnaround time.
• Negotiate contracts, AMCs, and commercials to optimize cost without compromising service.

Issue Tracking & Escalation Management

• Set up and manage a centralized ticketing / escalation system for store maintenance issues.
• Ensure timely coordination between stores, vendors, and internal stakeholders.
• Proactively monitor recurring issues and implement permanent fixes.

Preventive Maintenance

• Build and roll out preventive maintenance schedules for stores to reduce breakdowns.
• Conduct periodic store audits to identify risks and improvement areas.
• Ensure brand standards are maintained across all store assets.

Stakeholder Collaboration

• Work closely with Retail Ops, IT, Projects, Finance, and Procurement teams.
• Support new store launches by coordinating handover, snag resolution, and post-launch maintenance readiness.
• Act as the go-to person for store managers for all maintenance-related concerns.

Budget & Cost Control

• Own and manage the retail maintenance budget.
• Track spends store-wise and vendor-wise.
• Drive cost optimization through standardization and preventive planning.

Qualifications & Experience

• Graduate / Engineer (Electrical / Mechanical / Facilities preferred).
• 610+ years of experience in retail store maintenance or facilities management across large multi-store networks (150+ stores).
• Proven experience managing pan-India vendors and AMCs.
• Strong understanding of retail infrastructure and store-level operations.