Cluster Manager – Retail Operations

The Cluster Manager will oversee end-to-end retail store operations across multiple cities in Gujarat. Based out of Surat, this leader will drive regional revenue targets, ensure 100% adherence to operating SOPs, maintain premium visual merchandising, manage store inventories, and lead/train store managers and sales staff to deliver high customer conversion. Key Responsibilities Sales & P&L Delivery: Break down monthly, quarterly, and annual cluster targets into store-wise and staff-wise daily targets. Monitor store walk-ins, conversion rates, Average Basket Size (ABS), and Units Per Transaction (UPT). Implement tactical localized promotions and cross-selling techniques to clear slow-moving inventory. Store Operations & Standard Operating Procedures (SOPs): Conduct structured, scheduled audit visits across all stores (at least 3 store visits per week). Enforce store opening/closing checklists, cashiering accuracy, and cash-deposit protocols. Maintain top-tier hygiene, store lighting, ambient scenting, and display standards. Inventory & Shrinkage Control: Supervise regular cycle counts and monthly stock audits via POS/ERP software. Coordinate with the central Surat warehouse/factory for timely stock replenishment, avoiding stock-outs of core SKUs. Keep stock shrinkage/pilferage strictly below target thresholds (<0.2%). Team Leadership & Training: Manage hiring, rostering, and performance evaluations of Store Managers and Customer Service Associates (CSAs). Conduct weekly product knowledge sessions, objection handling, and customer engagement training. Address staff grievances, maintain high morale, and minimize frontline attrition. Customer Experience & Loyalty: Handle high-priority customer escalations with speed and professionalism. Drive customer database capture at billing and review loyalty repeat-purchase patterns.