Cluster Manager needs to ensure the Highest standard Customer Service as well as financial performance of the assigned area (typically 8-10 stores).
Overseeing and leading the workforce by guiding them towards management goal, attending internal and external queries and resolving on timely basis.
- Responsible for P&L; for the area Top line Bottom line – ABV – Margin for the store level P&L;
- Driving the Store Metrics in his cluster/Area – OTD – Complaints – Write off – On time picking etc.
- Responsible for ensuring recruitment and managing attrition with the help of DM-HR
- Manpower Planning
- Initiatives to improve efficiency
- Monitor and analyses the reports to achieve metrics
- Rewards and Recognition
- Coordination with Training team – for current hiring as well as existing team
- Vendor management – Delivery Partners and Security, House keeping
- Process Adherence
- Competition Tracking
- Work Environment and Safety Management
Designation Nature of Metrics Metrics Target Weightage Measures
Cluster Manager
Customer Customer Complaint of the Cluster 0.65% 20 As per target set
Internal IBND zero 15 complaints
Internal Stores P&L; of the cluster As per CP 25 As per CP V/s Actuals
Internal Store Write-off + Stock Update 0.30% 10 Based on System Booking
Internal OTD 100% 10 On-time delivery as per cut-off
Internal Process Audit score of the cluster >90% 20 Central Process Audit Score
Required Competencies: (Knowledge, Skills, Personal Attributes)
Background
Experience at supervisory role
Skills
He/ She should possess the following competencies:
- Speaking, writing, and listening skills.
- Critical thinking, problem solving, and reasoning abilities.
- Supervising skills.
- Process know-how.
- P&L;