Position: Cluster Manager
Department: Retail Operations
Location: Lucknow
Reporting To: Regional Manager / Head – Retail

Job Purpose

The Cluster Manager will be responsible for driving sales, profitability, operational excellence and people performance across all stores within the assigned cluster. The role will ensure effective implementation of business strategies, achievement of store-wise targets, customer experience standards and operational processes.

Key Responsibilities

1. Sales & Business Performance

- Drive achievement of sales, revenue and profitability targets across the assigned cluster.
- Monitor store-wise performance against KPIs and identify gaps and improvement areas.
- Analyse sales trends, productivity, conversion, ATV, UPT and other relevant retail metrics.
- Develop and execute action plans to improve underperforming stores.
- Ensure effective implementation of promotional and business initiatives.

2. Store Operations

- Ensure smooth and efficient functioning of all stores within the cluster.
- Ensure adherence to company SOPs, policies and operational guidelines.
- Conduct regular store visits and audits to identify operational gaps.
- Ensure proper stock management, replenishment and inventory accuracy.
- Monitor shrinkage, damages and loss prevention initiatives.
- Ensure stores maintain required standards of housekeeping, VM and customer service.

3. People Management

- Lead, coach and develop Store Managers and retail teams.
- Set clear performance expectations and conduct regular performance reviews.
- Identify training and development requirements for store teams.
- Ensure optimum manpower deployment and staffing across stores.




- Support recruitment, onboarding and retention of key retail talent.
- Build a high-performance and customer-centric culture.

4. Customer Experience

- Ensure consistent delivery of excellent customer service across all stores.
- Monitor customer feedback, complaints and service-related KPIs.
- Drive initiatives focused on customer acquisition, engagement and retention.
- Ensure store ambience and service standards are maintained as per brand guidelines.

5. Inventory & Merchandise Management

- Monitor stock availability, stock ageing, sell-through and replenishment.
- Ensure optimum inventory levels across stores.
- Coordinate with Buying & Merchandising, Planning and Supply Chain teams for stock requirements.
- Identify fast-moving and slow-moving products and take corrective actions.
- Ensure timely transfers, replenishment and stock returns as per business requirements.

6. Visual Merchandising

- Ensure implementation of VM guidelines across all stores.
- Monitor product presentation, store layouts, window displays and promotional displays.
- Work closely with the VM team to ensure brand standards are consistently maintained.

7. Market & Competition

- Monitor competitor activities, pricing, promotions and product offerings within the catchment.




- Analyse local market trends and customer behaviour.
- Provide market insights and recommendations to the Regional and Retail teams.

8. Reporting & Compliance

- Review daily, weekly and monthly store performance reports.
- Track key business and operational KPIs and provide actionable insights.
- Ensure compliance with statutory requirements, company policies and audit standards.
- Coordinate with cross-functional teams including HR, Finance, VM, Supply Chain, Buying & Merchandising and Marketing.

Key Performance Indicators
- Sales & revenue achievement
- Like-to-like (L2L) growth
- Store profitability
- Conversion and ATV/UPT
- Stock availability and sell-through
- Inventory accuracy and ageing
- Shrinkage and damages
- Customer satisfaction
- Manpower productivity and attrition
- SOP and audit compliance

Required Skills & Competencies
- Strong retail operations and business acumen
- Sales and target-oriented approach
- Strong people management and leadership skills
- Good analytical and problem-solving ability
- Strong communication and stakeholder management
- Customer-centric mindset
- Ability to manage multiple stores and priorities
- Positive understanding of inventory and retail KPIs
- Strong execution and follow-up skills
- Ability to work in a fast-paced retail environment

Qualification & Experience
- Graduate in any discipline;
- 8–12 years of relevant retail experience, preferably with experience managing multiple stores.
- Prior experience as a Cluster Manager / Area Manager / City Manager / Senior Store Manager in fashion, lifestyle or apparel retail will be preferred.

📌 Cluster Manager (Dehradun)
🏢 BIBA
📍 Dehradun