About the role
The Cluster Manager owns the end-to-end performance of 5–10 Bolas retail stores within a defined geography acting as the single point of accountability for sales, profitability, customer experience, and team performance across the cluster. This role bridges store-level execution and regional strategy: it translates company-wide retail, brand, and commercial priorities into store-level action, while surfacing on-ground insights that shape broader retail strategy. The Cluster Manager is expected to run their cluster like a business unit owning the P&L, building the team, and driving growth, not simply supervising store operations.
Key Responsibilities 1. Operational Leadership- Own day-to-day operational governance across all stores in the cluster, opening/closing discipline, SOP adherence, statutory and safety compliance, and audit readiness.
- Conduct structured store visits covering operations, hygiene, staff conduct, and customer experience, with documented action-tracking.
- Ensure consistent execution of company-wide retail SOPs, planograms, and brand standards across every store in the cluster.
- Act as the first escalation point for store-level operational issues and resolve them within defined turnaround times.
- Own the Cluster Sales target and Cluster P&L - revenue, gross margin, controllable costs (staffing, wastage, utilities, consumables), and store-level profitability.
- Track and drive store-wise and cluster-wise performance against budget: footfall, conversion, Average Bill Value (ABV), Upselling/cross selling, and category mix.
- Identify underperforming stores, diagnose root causes, and implement corrective sales/cost action plans.
- Partner with the finance/commercial team on monthly P&L reviews, budgeting, and cost-optimisation initiatives for the cluster.
- Own the cluster's CSAT score and mystery-audit performance; drive consistent, premium in-store customer experience across all outlets.
- Review and act on customer feedback, complaints, and Google/marketplace reviews for stores in the cluster; ensure timely resolution.
- Champion service standards, staff grooming, and customer engagement practices befitting a premium healthy-snacking brand.
- Ensure optimal stock availability across the cluster minimizing both stock-outs and excess inventory/holding costs.
- Monitor stock ageing, shelf-life-sensitive categories (dry fruits, dates, seeds), and drive FIFO discipline at store level.
- Oversee indenting accuracy, stock transfers between stores, and coordination with the supply chain/warehouse team to prevent lost sales.
- Drive shrinkage and wastage control through regular stock audits and staff accountability.
- Ensure planogram compliance, visual merchandising standards, and shelf-share discipline across all stores in the cluster.
- Coordinate window and in-store display changes for new launches, seasonal campaigns, and festive/gifting periods.
- Track competitor merchandising and visibility within the cluster and recommend counter-strategies.
- Recruit, onboard, and build a strong bench of Store Managers and store staff across the cluster.
- Drive structured training on product knowledge, selling skills, customer service, and SOP compliance; track training completion and effectiveness.
- Set individual and store-level performance goals; conduct regular reviews, coaching, and performance management.
- Build a succession pipeline within the cluster and manage attrition proactively.
- Identify and evaluate opportunities for new store locations, catchment expansion, and micro-market penetration within the cluster.
- Drive local business development corporate gifting leads, institutional sales, and B2B tie-ups originating from the cluster.