Cluster Manager

Location: Hyderabad

Reporting To: Assistant Vice President - Sales

Role Summary

The Cluster Spa Manager is responsible for overseeing the operations, financial

performance, and team management of multiple ODE Spa Wellness outlets within a

designated cluster. This leadership role involves strategic planning, revenue

optimization, ensuring consistent service quality, implementing wellness standards, and

maintaining brand integrity across locations. The role demands a balance of operational

excellence, guest satisfaction, and people development.

Key Responsibilities:

1. Business & Financial Management:

a) Take complete ownership of Profit & Loss (P&L) for all assigned outlets.

b) Analyze revenue reports, control costs, and implement strategies to increase

profitability.

c) Monitor sales performance, identify trends, and drive initiatives to achieve and

exceed revenue targets.

d) Prepare and present timely financial and operational reports to the leadership

team.

2. Operational Excellence:

a) Oversee day-to-day functioning of each spa outlet to ensure seamless guest

experience and adherence to brand standards.

b) Ensure consistent implementation of company SOPs and wellness protocols

across all locations.

c) Conduct regular audits to assess service quality, cleanliness, hygiene, and safety

compliance.

d) Monitor stock and inventory levels, reduce wastage, and ensure timely

procurement.

3. Team Leadership & Development:

a) Lead, coach, and mentor Spa Managers and their teams to maintain high levels

of motivation and performance.

b) Identify training needs and facilitate ongoing skill enhancement programs for

spa staff.

c) Drive a culture of ownership, professionalism, and continuous improvement

across the cluster.

4. Guest Experience & Relationship Management:

a) Foster strong client relationships to enhance guest retention and satisfaction.

b) Monitor and improve Net Promoter Score (NPS) and address any service-

related escalations promptly.

c) Encourage and implement feedback-driven service enhancements.

5. Marketing & Brand Promotion:

a) Collaborate with marketing teams to conceptualize and execute local

campaigns and promotions.

b) Drive visibility and footfall through strategic tie-ups, wellness events, and

seasonal offers.

c) Ensure consistency in visual merchandising, promotional communication, and

brand representation.

Key Skills & Competencies:

 Multi-unit Spa Operations Management: Ability to efficiently oversee multiple

outlets and align them with business goals.

 Leadership & Team Training: Strong mentoring skills with a focus on team growth

and performance.

 Strategic & Analytical Thinking: Ability to plan long-term strategies backed by data

and market understanding.

 Financial Acumen: Proficiency in budgeting, forecasting, cost control, and revenue

management.

 Customer Service Orientation: Passionate about delivering exceptional guest

experiences and handling client relationships with care.

 Problem-solving: Quick and effective decision-making in dynamic and service-

oriented environments.