Cluster Manager - Store Operations

City Head, Store in charge, Shift Controller,

External:

Customers, Authorities, Landlord, Vendors for Service Maintenance

Organogram:

City head

|

Cluster Manager

|

Store in charge

Purpose:

Cluster Manager needs to ensure the Highest standard Customer Service as well as financial performance of the assigned area (typically 5-8 stores). Overseeing and leading the workforce by guiding them towards management goal, attending internal and external queries and resolving on timely basis.

Responsible for P&L for the area Top line Bottom line ABV Margin for the store level P&L

Driving the Store Metrics in his cluster/Area OTD Complaints Write off On time picking etc.

Responsible for ensuring recruitment and managing attrition with the help of DM-HR

Manpower Planning

Initiatives to improve efficiency

Monitor and analyses the reports to achieve metrics

Rewards and Recognition

Coordination with Training team for new hiring as well as existing team

Vendor management Delivery Partners and Security, House keeping

Process Adherence

Competition Tracking

Work Environment and Safety Management

DesignationNature of MetricsMetricsTargetWeightageMeasuresCluster ManagerCustomerCustomer Complaint of the Cluster0.65%20As per target setInternalIBNDzero15complaintsInternalStores P&L of the clusterAs per CP25As per CP V/s ActualsInternalStore Write-off + Stock Update 0.30%10Based on System BookingInternalOTD100%10On-time delivery as per cut-offInternalProcess Audit score of the cluster>90%20Central Process Audit Score

Required Competencies: (Knowledge, Skills, Personal Attributes)

Background

Experience at supervisory role

Work Experience

6-8 years with 1-2 years Experience at supervisory role

Skills

He/ She should possess the following competencies:

• Speaking, writing, and listening skills.

• Critical thinking, problem solving, and reasoning abilities.

• Supervising skills.

• Process know-how.

• P&L