Position Summary The Cluster Manager is responsible for the overall performance of a group of QSR outlets (typically 5 to 10 stores) in an assigned geography. The role owns sales growth, profitability, customer experience, food safety and people development across the cluster, and ensures every outlet runs to brand standards consistently.

Key Responsibilities

Operations and Standards

- Ensure all outlets follow SOPs for food preparation, service, hygiene, equipment use, packaging and opening and closing procedures.
- Conduct regular outlet visits and audits (operations, quality, hygiene, safety) and close all gaps within agreed timelines.
- Maintain consistency of product quality, portion control, taste and presentation across the cluster.
- Ensure uninterrupted outlet operations through timely equipment maintenance, repairs and vendor coordination.
- Ensure fire safety, workplace safety and emergency preparedness at every outlet.

Sales and Profitability

- Achieve monthly and annual sales, margin and EBITDA targets for the cluster.
- Analyse daily, weekly and monthly MIS to identify trends, and take corrective action on underperforming outlets.
- Control key costs: food cost, wastage, manpower cost, utilities and consumables.
- Drive average bill value, footfall, delivery and aggregator sales through upselling, combos and local activations.
- Manage inventory, ordering and stock audits to keep variances within limits.

Customer Experience

- Monitor customer feedback, ratings (including delivery platforms) and complaints,



and ensure timely resolution.
- Drive service speed, order accuracy and a consistent guest experience.
- Conduct mystery audit reviews and implement action plans.

People Management and Training

- Recruit, train and retain Store Managers and outlet teams; maintain optimal manpower levels and rosters.
- Implement the new joiner training programme and evaluations, and ensure trainees are certified before working independently.
- Coach and develop Store Managers; identify high performers and build a succession pipeline.
- Set goals, review performance and conduct regular reviews with outlet leaders.
- Build a positive, disciplined, performance-driven work culture and manage attrition.

Compliance and Governance

- Ensure statutory and regulatory compliance at all outlets: FSSAI licences and food safety norms, health and trade licences, fire and safety clearances, labour laws.
- Ensure cash handling, billing, POS and audit controls are followed strictly.
- Maintain accurate documentation, reports and checklists for audits.

Marketing, Expansion and Coordination
- Execute brand promotions, launches and local marketing plans at outlet level.
- Coordinate with supply chain, procurement, finance, HR, marketing and facilities teams.
- Support recent outlet openings, handovers, relocations and renovations.
- Share local market and competitor insights with senior management.

Pay: ₹20,000.00 - ₹1,530,000.00 per month

Work Location: In person

📌 Cluster Manager (Kolkata)
🏢 Webmaa
📍 Kolkata