Cluster Manager

Purpose:

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 new 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