Retail Cluster Manager

About US:

Role Summary:

The Cluster Manager oversees the operational, sales, and service performance of multiple retail stores within an assigned cluster. The role ensures business objectives are met through effective team leadership, process compliance, customer satisfaction, and profitability optimization across stores.

Key Responsibilities:

Sales & Business Performance

• Drive sales and profitability targets for all stores in the cluster.
• Analyze daily, weekly, and monthly sales reports to identify performance gaps and opportunities.
• Ensure implementation of promotions, campaigns, and local marketing activities.
• Monitor competitor activities and provide market intelligence to the regional team.

Operations Management

• Ensure adherence to SOPs, visual merchandising standards, and brand guidelines.
• Maintain store hygiene, inventory accuracy, and loss prevention measures.
• Conduct regular store audits and operational reviews.
• Coordinate with supply chain, marketing, and HR to ensure smooth operations.

People Leadership & Development

• Lead, coach, and motivate Store Managers and store teams.
• Identify training needs and ensure skill development across the cluster.
• Drive performance management and succession planning initiatives.
• Ensure optimal staffing levels and manage attrition.

Customer Experience & Service Quality

• Ensure consistent and superior customer experience across all stores.
• Review customer feedback, complaints, and service metrics; drive corrective actions.
• Champion a customer-first culture within the teams.

Financial & Administrative Control

• Monitor and control store-level expenses to meet cost efficiency goals.
• Oversee petty cash, billing processes, and cash reconciliation accuracy.
• Support budgeting and forecasting for the cluster.

Key Performance Indicators (KPIs):

• Sales growth % vs target
• Store profitability and cost control
• Customer satisfaction/NPS scores
• Staff productivity and retention rate
• Inventory accuracy and shrinkage levels
• Audit and compliance scores

Qualifications & Experience:

• Graduate/Postgraduate in Business, Retail Management, or related field.
• 7–10 years of experience in retail operations with at least 3 years in multi-store or cluster management.
• Strong exposure to fashion, lifestyle, FMCG, or electronics retail preferred.
• Skills & Competencies:
• Strong leadership and team management skills
• Business acumen and analytical ability
• Excellent communication and interpersonal skills
• Customer-centric mindset
• Proficiency in MS Excel and retail management systems (POS, ERP, etc.)