Role & responsibilities

- Own cluster sales, profitability and productivity targets.

- Set store-wise sales plans based on catchment, customer segmentation and product mapping

- Track conversion, average bill value, units per transaction and repeat business; act on gaps store by store

- Plan and execute for festive periods, wedding seasons, launches, events and peak sales windows.

- Coordinate with Marketing on in-store campaigns and below-the-line (BTL) activities to drive footfall.

- Analyze market, seasonal and competitor trends in the cluster catchment; share insights to refine sales plans.

- Drive category performance: review sell-through and share product feedback with Product

- Identify growth opportunities within the cluster, including new store locations and local partnerships.

Customer experience & brand standards

- Ensure every store delivers a personalized, warm and premium shopping experience.

- Uphold brand, grooming, service and visual merchandising (VM) standards across the cluster.

- Handle escalations and service recovery; ensure strong after-sales support (polishing, repairs, exchanges).

- Drive Silver Circle enrolments, tier upgrades and customer retention programs.

- Analyse customer feedback, NPS and mystery shopper results, and implement improvements.

- Apply the customer experience (CX) governance framework consistently across stores; benchmark best practices from premium brands.

Store operations & compliance

- Ensure consistent execution of SOPs, opening/closing, billing and cash handling across stores

- Oversee inventory accuracy,



stock counts, replenishment, inter-store transfers and shrinkage control

- Enforce high-value stock security: daily stock tallies, display and locker protocols, CCTV and opening/closing checks

- Ensure accurate tracking of repairs, polishing and customer-owned items

- Ensure audit readiness and compliance with safety standards and company policies.

- Work with the inventory team to reduce stockouts and maintain ideal stock levels for each store.

- Adopt technology and digital tools that improve store productivity and efficiency.

- Act as single point of contact for the cluster with Warehouse, VM, Marketing, HR, Finance, IT and L&D; to ensure smooth operational execution

- Support new store openings with staffing, training and operational readiness.

- Manage crisis situations promptly to minimise disruption.

People leadership

- Lead, coach and develop Store Experience Managers; build bench strength for future roles

- Collaborate with HR team for hiring, onboarding, training completion (OJT, IDP), product knowledge, engagement and retention strategies

- Run regular store visits, performance reviews and feedback conversations





- Run training needs analysis for each store and track the impact of training programs

- Build a culture of accountability, collaboration and adaptability; lead change as current processes and systems roll out.

- Build buy-in for new processes and technology, addressing resistance early.

- Lead by example on brand values, ethics and integrity.

Reporting & decision-making

- Review cluster dashboards and share performance reports with the Head Retail Operations.

- Use data to identify improvement areas and take timely operational decisions.

- Assess risks across stores (stock, security, staffing, market) and keep contingency plans ready.

- Escalate cluster insights and opportunities to the Head Retail Operations to inform regional strategy.

Preferred candidate profile

Candidate profile

- Bachelor’s degree;

- 6-8 years in premium retail, preferably fine or luxury jewellery, watches or luxury fashion

- At least 2-3 years managing a cluster of 4-6 stores as Cluster or Area Manager.

- Proven record of delivering sales targets, operational excellence and customer experience.

- Strong grasp of retail KPIs, store P&L;, inventory controls and audits.

- Experience with HNI and bridal clients and relationship-led selling.

- Working knowledge of POS, CRM, clienteling and stock management systems; proficient in Excel and PowerPoint.

- Excellent grooming, executive presence and communication aligned with luxury retail standards.

- Willing to travel across stores.

Perks and benefits

📌 Cluster Manager (Hyderabad)
🏢 Kushals.com
📍 Hyderabad