Cluster Manager

Position: Cluster Manager
Location: Punjab
Reports to: Head Operations
Department: Retail Operations
Type: Full-Time

Role Overview:
The Cluster Manager will be responsible for overseeing the day-to-day operations of our retail stores, ensuring consistency, efficiency, and excellence across all aspects of the store operations. This role involves managing processes related to sales, inventory, staff performance, visual merchandising, and customer service. The ideal candidate will have a deep understanding of retail operations, leadership skills, and a passion for the fashion industry.

Key Responsibilities:

1. Retail Operations Management:
   
• Oversee and streamline daily retail operations, ensuring smooth and efficient processes across all stores.
• Develop, implement, and monitor operational procedures and best practices to ensure consistency and high performance in all locations.
• Ensure all store operations align with company policies, visual merchandising standards, and customer service expectations.
• Coordinate with cross-functional teams (HR, marketing, supply chain, and visual merchandising, etc) to implement strategic operational initiatives.
2. Sales & Performance Monitoring:
   
• Work closely with Store Managers to track and analyse store performance, sales targets, and key performance indicators (KPIs) such as conversion rates, average transaction value, and customer satisfaction.
• Develop and implement action plans to optimize sales performance and operational efficiencies.
• Drive performance initiatives and monitor the execution of promotional activities, campaigns, and product launches.
3. Inventory & Supply Chain Management:
   
• Ensure efficient inventory management, timely stock replenishment, and proper storage systems to minimize stockouts, overstocks, and inventory shrinkage.
• Collaborate with the inventory and supply chain teams to improve stock turnover and reduce stock discrepancies.
• Monitor and audit inventory regularly to ensure the accuracy of stock levels and proper documentation of transactions.
4. Staff Management & Training:
   
• Lead and support store managers and staff in the implementation of operational procedures, customer service standards, and sales targets.
• Coordinate training programs to develop staff skills, focusing on operational excellence, customer service, and product knowledge.
• Foster a positive work environment by promoting team collaboration, performance recognition, and personal development.
• Oversee staff scheduling to ensure appropriate staffing levels while maintaining labor cost control.
5. Customer Experience & Service Excellence:
   
• Ensure that all stores consistently provide exceptional customer service and maintain high customer satisfaction levels.
• Implement strategies to resolve customer complaints and improve the overall customer experience.
• Regularly evaluate and enhance in-store processes to reduce wait times, improve the shopping experience, and boost customer loyalty.
6. Compliance & Health & Safety:
   
• Monitor store compliance with company policies, legal regulations, and health and safety standards.
• Ensure that all stores adhere to workplace safety guidelines, including fire safety, health protocols, and security procedures.
• Conduct regular store audits to assess compliance with operational, legal, and safety requirements.
7. Financial & Budget Management:
   
• Assist in budget planning, financial forecasting, and cost control initiatives for retail operations.
• Monitor store operating expenses, track profit margins, and implement measures to reduce operational costs where possible.
• Collaborate with the finance team to review and analyse store P&L (profit and loss) reports, making adjustments to meet financial objectives.
8. Reporting & Analysis:
   
• Provide regular reports on operational performance, including sales, stock levels, customer service feedback, and employee performance.
• Analyse store performance data to identify areas of improvement and collaborate with the management team to implement corrective actions.
• Prepare operational reports for senior management, highlighting key insights, trends, and operational challenges.

Qualifications & Requirements:

• Education: Bachelors degree in Business Administration, Retail Management, Fashion Management, or related field.
• Experience: Minimum 7 years of experience in retail operations management, preferably in fashion or apparel retail, with a proven track record of managing multiple stores or locations.
• Leadership Skills: Strong leadership capabilities with a focus on team building, performance management, and staff development.
• Operational Expertise: In-depth knowledge of retail operations, including inventory management, sales processes, store layouts, and customer service strategies.
• Analytical Skills: Proficiency in analysing data to assess performance, identify trends, and implement improvements.
• Financial Acumen: Understanding of financial reports, budgeting, and cost management in retail operations.
• Problem-Solving: Ability to quickly identify issues, think strategically, and implement practical solutions.
• Communication Skills: Excellent written and verbal communication skills, with the ability to collaborate effectively with cross-functional teams.
• Customer-Focused: A passion for providing outstanding customer service and ensuring the brands reputation for quality is maintained at all levels.
• Technology Proficiency: Familiarity with retail management systems, POS systems, and Microsoft Office Suite.

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How to Apply:
Interested candidates are invited to submit their resume and a cover letter detailing their experience and qualifications to talent.acquisition@kazo.com. Please include "Cluster Manager – Punjab" in the subject line.