Cluster Manager

Role & responsibilities

Customer Focus Cultivating Customer Loyalty

• Drive a customer-centric culture across all stores within the cluster.
• Ensure high levels of customer satisfaction by monitoring and enhancing the in-store experience.
• Utilize customer conversion data and KPIs to improve customer engagement.
• Analyse customer feedback and implement actionable insights to enhance satisfaction and loyalty.

Sales Mastery

• Achieve the sales and profitability targets.
• Develop and implement sales strategies tailored to the unique needs of each store.
• Monitor and ensure the achievement of sales targets and KPIs across the cluster.
• Ensure the quality of customer interactions by training and supporting Store Managers in sales techniques.
• Conduct customer segmentation and product mapping and perform catchment area analysis to identify and target key customer groups effectively.
• Collaborate with the marketing team to provide insights and implement on Below-the-Line (BTL) activities to increase footfall.

Change Management

• Lead and manage change initiatives, ensuring smooth adoption across stores.
• Support teams in adapting to new processes, technologies, or organizational shifts.
• Foster a culture of adaptability and continuous improvement.

Leadership Excellence

• Motivate and lead Store Managers to achieve operational and sales goals.
• Provide ongoing coaching and training (OJT, IDP) to develop team capabilities.
• Create an environment of accountability, collaboration, and engagement within the cluster team.
• Track, measure, and enhance team performance across stores.
• Conduct regular performance reviews, provide constructive feedback.

Decision-Making

• Leverage analytical thinking to assess store performance and identify areas for improvement.
• Make operational decisions to address challenges and opportunities within the cluster.
• Collaborate with the Area Manager to implement strategic decisions effectively.
• Utilize data-driven insights to make informed decisions.
• Solve customer-related challenges effectively.

Operations Excellence

• Enhancing operational processes within the cluster
• Streamline store operations to improve efficiency and reduce costs.
• Collaborate with cross-functional teams for effective execution of initiatives.
• Act as a SPOC for resource allocation, marketing, talent acquisition, L&D, inventory, and visual merchandising (VM).
• Address crisis situations promptly and effectively to minimize disruptions.

Preferred candidate profile

• Bachelors Degree
• Minimum 6 years of proven experience as store manager or similar managerial role and minimum 2+ years handling 5-6 stores in a reputed organization for a fashion retail brand.
• Proven track record of success in achieving sales targets and driving operational excellence.
• Strong leadership, communication, and interpersonal skills
• Proven ability to motivate, coach, and develop teams
• Excellent analytical and problem-solving skills
• Proficiency in data analysis and performance reporting
• Excellent organizational and time-management skills
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint)