Operations Cluster Manager

Role & responsibilities

Multi-Store Operations Management

• Oversee daily operations across all assigned stores/dark stores in the city, ensuring adherence to SOPs for store opening/closing, inventory, cash handling, and customer service.
• Conduct regular store visits and audits to assess operational health, cleanliness, stock availability, and staff readiness.
• Ensure uniform execution of company policies, pricing, promotions, and merchandising standards across all locations.

People Management

• Manage Store Managers/In-Charges across the city, providing coaching, performance reviews, and career development support.
• Drive manpower planning in coordination with HR, ensuring adequate staffing (Store Staff, Picking Executives, Delivery Executives) at each location.
• Handle employee relations issues, escalations, and disciplinary matters at the store level in coordination with HR.
• Monitor attendance, attrition, and engagement across stores; drive corrective action plans where needed.

Sales & Business Performance

• Own the P&L for the city cluster driving revenue targets, controlling costs (manpower, wastage, utilities), and improving store-level profitability.
• Analyze store-wise sales data, footfall, and basket size trends; implement action plans to improve underperforming stores.
• Coordinate with category/marketing teams to execute local promotions and drive customer acquisition.

Inventory & Supply Chain Coordination

• Ensure optimal stock levels across stores by coordinating with warehouse/dark store teams and category managers.
• Minimize stock-outs, wastage (especially for perishables/F&V), and shrinkage through tight inventory control.
• Oversee timely resolution of supply chain issues affecting store replenishment.

Quick-Commerce & Delivery Operations

• Monitor dark store performance order fulfillment TAT, delivery SLAs, and rider/Qcom Delivery Executive productivity.
• Work with the tech/ops team to troubleshoot app-related order issues affecting store-level delivery performance.

Compliance & Risk Management

• Ensure all stores comply with statutory requirements (labour law, licensing, FSSAI, fire safety, etc.).
• Investigate and resolve incidents of misconduct, theft, or policy violations at the store level, escalating appropriately.
• Ensure adherence to safety and security protocols across all locations.

Reporting

• Provide regular reports to regional leadership on store performance, staffing, incidents, and improvement initiatives.
• Flag risks and operational bottlenecks proactively with data-backed recommendations.

Preferred candidate profile

• Graduate/MBA preferred (Retail, Operations, or related field)
• 58 years of experience in retail, quick-commerce, or FMCG operations, with at least 2–3 years in a multi-store/area management role
• Prior experience managing teams of 50+ across multiple locations preferred
• Experience in grocery retail or q-commerce is highly desirable