Senior Cluster Manager/Regional Head-Services/Hospitality/Retail/F&B

3 weeks ago

Bhopal, India Zivaya Wellness Pvt. Ltd Full time

Job Position: Senior Cluster Manager / Regional Head – Wellness Operations Industry:  Wellness / Services / Retail/ Salon Role Overview We are seeking a  senior operations leader  to oversee and scale wellness services across multiple cities and regions nationwide. This role requires a  proven multi-city operator  with strong leadership depth, who can deliver  consistent service excellence, audit compliance, and revenue performance  across a growing network of centres. The ideal candidate will bring strategic oversight while remaining deeply execution-focused, with the ability to leverage  AI, technology, and robust systems  to drive operational excellence at scale. Key Responsibilities Provide  end-to-end leadership and ownership  of wellness operations across multiple clusters and cities, with accountability for  quality scores, audit compliance, customer experience, and revenue targets . Define, implement, and continuously refine  national / regional SOPs, operational frameworks, and governance models  to ensure uniform standards across all locations. Drive achievement of  service quality benchmarks , internal and external audit scores, and centre-level profitability across regions. Lead and mentor  cluster and centre managers , building strong leadership capability, accountability, and performance culture. Oversee daily operations, audits, training frameworks, and compliance systems, ensuring zero deviation from defined standards. Use  AI-enabled dashboards, digital workflows, task management tools, and real-time reporting systems  to track KPIs, identify risks, and drive corrective action proactively. Partner with leadership, finance, marketing, HR, and training teams to ensure  operational alignment, workforce productivity, and revenue optimisation . Take ownership of  new centre rollouts and regional expansions , ensuring SOP adherence, quality benchmarks, and revenue KPIs are achieved from launch. Analyse operational data, customer feedback, and performance metrics to identify improvement opportunities and drive scalable efficiency. Act as the  custodian of brand experience , ensuring consistency in customer interactions, service delivery, and front-office standards across regions. Qualifications & Experience Bachelor’s degree in  Business Administration, Operations, Hospitality, Retail, Salon, F&B, Spa, or a related discipline ; MBA or advanced operations certification preferred. 7–12 years of progressive experience  in multi-location operations management, with  at least 3–5 years in a senior regional or cluster leadership role . Strong background in  wellness, hospitality, retail, aviation, or food & beverage , managing large teams across geographies. Demonstrated success in delivering  quality KPIs, audit compliance, revenue growth, and profitability  across multiple cities. Deep expertise in  SOP design, operational governance, audits, and performance management systems . Highly  data-driven, structured, and detail-oriented , with the ability to scale operations without compromising quality. Proven experience leveraging  AI tools, IT systems, operational dashboards, and digital workflows  to manage complexity at scale. Strong leadership presence with excellent stakeholder management, communication, and decision-making skills.

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