Cluster Manager - Home Collection

Job description

Role & responsibilities : The Cluster Manager will be responsible for; overall daily service operations and develop local business channels. Will be responsible to manage customer complaints, staff hiring and development, outbound call centre, and vendor/franchise for the territory/geography to achieve projected revenue. • Meet the operational metrics with the target KPIs to ensure daily service delivery & ensure adherence to daily operations-related SOP. Build capacity and manage the territory operations. • Identify prospective home collection local business channels, develop and implement effective sales strategies for the given territory: increase in customer database & sales growth • Build & streamline process for vendor and franchise management • Hire new staff, review and oversee team's performance efficiency. Motivate and engage team for higher performance • Train and develop new and existing staff as per the requirement • Manage the customer experience proactively and resolve customer complaints/issues. Improve NPS for work area • Responsible for territorys billing & account settlement • Responsible for running the BTL programs, Freelance scaleup • Manage the outbound call centre to generate revenue for the region Preferred candidate profile : • Thorough knowledge and expertise in Operations & sale handling • Detail understanding & knowledge of new technology and digital platforms • Demonstrable experience leading and managing teams, city operation • Revenue & P&L Management • Outstanding communication & interpersonal skills