Cluster Manager - Retail Ops

Job description

The Cluster Manager is responsible for managing end-to-end operations of one or multiple Experience Centres (ECs), ensuring exceptional customer experience, operational excellence, and seamless execution of sales and marketing initiatives. The role involves overseeing walk-in management, lead qualification and allocation, store readiness, visual merchandising, inventory control, audits, people management, and cross-functional coordination.  The ideal candidate will possess strong operational discipline, leadership capabilities, stakeholder management skills, and the ability to resolve on-ground operational challenges efficiently. Roles and Responsibilities Required Skills & Experience • 12+ years of experience in retail operations, experience centre management, or field operations. • Bachelor’s degree in Retail Management, Business Administration, Hospitality, or a related field. • Strong leadership and people-management capabilities with experience in coaching and mentoring teams. • Expertise in operational audits, SOP implementation, checklist management, and compliance. • Experience in lead qualification and allocation processes within a sales-driven environment. • Strong inventory and sample/swatch management experience. • Excellent cross-functional coordination and stakeholder management skills. • Proven ability to handle escalations, operational issues, and facility management challenges. • Strong organizational, communication, and event coordination skills. • Proficiency in Google Forms, Excel/Google Sheets, POS systems, and EDC machines.