Cluster Manager

2 weeks ago

Noida, Uttar Pradesh, India WTF Gyms Full time

About the Role:

We are seeking a proactive and performance-driven Cluster Manager to oversee day-to-day operations across a group of gym locations. You will be responsible for ensuring each center delivers a seamless customer experience, meets sales and service targets, and maintains brand standards. The ideal candidate should be a strong leader, operations-savvy, and passionate about health, fitness, and people management.

Key Responsibilities:

Operational Excellence:

  • Supervise 4–6 gym branches within the assigned cluster
  • Conduct regular site visits and audits to ensure SOP adherence
  • Oversee facility upkeep, safety, hygiene, and equipment maintenance

Team Leadership:

  • Manage and coach Gym Managers, Front Desk Executives, and Trainers
  • Ensure proper onboarding, training, and performance tracking of staff
  • Resolve staff conflicts and ensure HR processes (attendance, shifts, etc.) are followed

Sales & Revenue Management:

  • Monitor and drive membership sales, renewals, and personal training targets
  • Collaborate with the marketing team for local promotions and events
  • Identify underperforming centers and implement improvement strategies

Customer Experience:

  • Ensure timely grievance resolution and high customer satisfaction scores
  • Review customer feedback and take necessary corrective actions
  • Maintain high NPS and rating benchmarks across all gyms

Reporting & Analysis:

  • Share daily, weekly, and monthly reports on footfall, revenue, leads, closures, and performance KPIs
  • Forecast revenue and track budgets against actuals
  • Present cluster performance insights to senior management

Key Skills & Competencies:

  • Strong leadership and people management skills
  • Excellent communication and conflict resolution ability
  • Operational problem-solving and multitasking under pressure
  • Data-driven mindset with hands-on Excel/CRM experience
  • Understanding of gym sales, member engagement, and fitness industry trends

Qualifications & Experience:

  • Graduate in Business, Hospitality, Sports/Fitness Management, or related field
  • 3–6 years of experience in multi-location operations, preferably in fitness, retail, or hospitality
  • Experience in managing large teams and driving performance metrics
  • Familiarity with CRM tools, lead management, and reporting dashboards

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