About Glow

Glow - Skin | Beauty | Wellness is a luxury skin, beauty, and wellness brand committed to delivering exceptional clinical outcomes, premium services, and world-class guest experiences.

We are looking for an experienced and dynamic Cluster Manager to oversee the performance and operations of multiple Glow centres across locations. The role requires a strong combination of business acumen, operational excellence, people leadership, client experience, and revenue management.

The ideal candidate should be comfortable working across locations, leading diverse teams, identifying business opportunities, and ensuring consistent Glow standards across every centre.

Key Responsibilities

1. Multi-Centre Operations Management

- Oversee the day-to-day operations and overall performance of multiple Glow centres.
- Ensure consistent implementation of Glow's operational SOPs, service standards, policies, and processes across all locations.
- Conduct regular centre visits and audits to identify operational gaps and improvement opportunities.
- Ensure each centre maintains the required standards of hygiene, ambience, grooming, equipment readiness, inventory, and service delivery.
- Monitor centre-wise performance and take corrective action wherever required.
- Ensure smooth coordination between clinical, beauty, front desk, guest experience, sales, and support functions.

2. Business & Revenue Management

- Take ownership of overall cluster revenue and profitability.
- Drive achievement of monthly, quarterly, and annual revenue targets across centres.
- Analyse centre-wise performance, revenue trends, conversion rates, treatment utilization, client retention, and productivity.
- Identify opportunities for revenue growth through consultations, treatment conversions, packages, memberships, retail sales, cross-selling, and upselling.
- Work closely with Centre Managers to develop and execute centre-specific business improvement plans.
- Identify underperforming centres and implement structured action plans to improve performance.
- Monitor and control operational expenses while maintaining Glow's luxury service standards.

3. People Management & Leadership

- Lead, mentor, and develop Centre Managers and other key team members across locations.
- Build a high-performance, accountable, and client-centric culture across the cluster.
- Set clear performance expectations and monitor individual and team KPIs.
- Conduct regular performance reviews and provide constructive feedback and coaching.
- Identify high-potential employees and support succession planning and career development.
- Address performance, discipline, attendance, behavioural, and interpersonal concerns effectively.
- Ensure adequate manpower planning and deployment across centres.
- Partner with HR for recruitment, onboarding, training, performance management, employee engagement, and retention.
- Build strong relationships with employees while maintaining professional boundaries and organisational standards.

4. Client Experience & Retention

- Ensure a consistent luxury guest experience across all Glow locations.
- Monitor client feedback, reviews, complaints, escalations, and service recovery.




- Personally intervene in critical or high-value client escalations when required.
- Develop strategies to improve client retention, repeat visits, package utilization, and lifetime value.
- Ensure VIP and high-value clients receive appropriate attention and personalized service.
- Work with centre teams to identify opportunities to improve client engagement and loyalty.
- Client Escalation Management: Take ownership of critical and high-value client escalations across centres, ensuring prompt resolution, effective service recovery, and appropriate follow-through while protecting Glow's luxury brand experience and client relationships.

5. Centre Manager Performance

- Establish clear KPIs and performance expectations for Centre Managers.
- Review centre performance on a daily, weekly, and monthly basis.
- Conduct regular business reviews with Centre Managers.
- Coach Centre Managers on revenue generation, team management, client experience, and operational excellence.
- Hold Centre Managers accountable for centre-level targets and standards.
- Identify capability gaps and coordinate appropriate training and development interventions.

6. Clinical & Service Operations Coordination

- Ensure seamless coordination between Doctors, Therapists, Nurses, Aesthetic teams, Front Desk, and Case Managers.
- Monitor doctor and therapist productivity and appointment utilization.
- Ensure efficient utilization of treatment rooms and available service capacity.
- Identify scheduling gaps and operational bottlenecks affecting revenue.
- Ensure adherence to clinical and service protocols without compromising client experience.
- Escalate clinical or compliance-related matters to the appropriate senior leadership.

7. Sales & Client Conversion

- Drive consultation-to-treatment conversion across centres.
- Monitor lead follow-ups, appointment conversions, package sales, treatment renewals, and reactivations.
- Ensure Case Managers and Front Desk teams are actively engaging existing and prospective clients.
- Develop strategies to reactivate dormant clients and increase repeat business.
- Encourage teams to maximize every client interaction while maintaining a consultative and premium approach to selling.

8. Inventory & Cost Management

- Monitor inventory levels and consumption across centres.
- Ensure appropriate stock availability while minimizing wastage, expiry, and pilferage.
- Coordinate with Procurement and Finance teams on centre requirements.
- Monitor centre expenses and identify opportunities for cost optimization.
- Ensure appropriate controls around products, consumables, petty cash, and other operational resources.

9. Reporting & Business Reviews

- Prepare and review weekly and monthly cluster performance reports.
- Present business performance, challenges, opportunities,



and action plans to senior management.
- Track key business metrics and identify trends requiring intervention.
- Use data and performance insights to make informed operational decisions.
- Ensure timely and accurate reporting from all centres.

10. Events, Marketing & Brand Initiatives

- Support the execution of centre-level and cluster-wide events, campaigns, launches, and promotional initiatives.
- Work closely with Marketing and Sales teams to maximize business generated from campaigns and events.
- Ensure all centres execute brand initiatives consistently.
- Identify local business development opportunities and partnerships to increase brand visibility and client acquisition.

Key Performance Indicators (KPIs)

Business

- Cluster Revenue Achievement
- Centre-wise Revenue Growth
- Profitability & Cost Control
- Consultation-to-Treatment Conversion
- Package & Membership Sales
- Retail Revenue
- Client Retention & Reactivation

Operations

- Centre Operational Compliance
- Doctor & Therapist Utilization
- Appointment Utilization
- Inventory Accuracy
- Audit Scores
- SOP Compliance

People

- Team Productivity
- Employee Retention
- Attendance & Discipline
- Centre Manager Performance
- Training & Development Completion
- Employee Engagement

Client Experience

- Client Satisfaction
- Client Retention
- Repeat Visit Rate
- Reviews & Ratings
- Complaint Resolution & Service Recovery
- VIP Client Experience

Qualifications & Experience

- Bachelor's degree required; Master's degree in Business Administration, Healthcare Management, Hospitality, or a related field preferred.
- 8-12+ years of overall experience, with significant experience in multi-unit operations, preferably within:
- Luxury dermatology / aesthetic clinics

- Wellness
- Premium salons or beauty brands

- Hospitality

- Healthcare
- Luxury retail or service businesses
- Prior experience managing multiple locations or a regional/cluster portfolio is strongly preferred.
- Proven experience managing Centre Managers and large, diverse teams.
- Demonstrated experience in achieving revenue and business targets.

Essential Skills & Competencies

- Exceptional people management and leadership skills.
- Strong business and commercial acumen.
- Proven ability to drive revenue and profitability.
- Excellent communication and interpersonal skills.
- Robust problem-solving and decision-making abilities.
- Ability to manage multiple centres and competing priorities.
- Strong analytical and reporting skills.
- High level of accountability and ownership.
- Strong negotiation and conflict-resolution skills.
- Ability to coach and develop Centre Managers.
- Customer-centric and luxury-service mindset.
- High adaptability and willingness to travel between locations.

Location & Travel Requirement The candidate must be based in Hyderabad or be willing to relocate to Hyderabad. Travel to Glow's Bengaluru, Chennai clinic's and other locations as per business requirements is mandatory as part of the role. The candidate should be comfortable with frequent intercity travel based on business requirements, centre performance, audits, team requirements, and organisational initiatives.

📌 Cluster Manager (Hyderabad)
🏢 Glow Aesthetic Hyderabad
📍 Hyderabad