
Assistant / Cluster Manager
2 days ago
Cluster Head / Manager
Role Definition
Cluster Head / Manager
Responsibility Deliverable (KRA)
Operations:
- Overall Sales of the Cluster / Stores
- LFL Growth
- Category / Department Growth
- New Store performance
- Dump & Wastages
- Availability
Customer:
- Walk-in Customer
- Customer conversion rate
- Customer Loyalty conversion rate
Employee Development / Performance related:
- Performance improvement of each employee of the cluster / store under him
- Aligning the cluster / store as per the company vision and turnover.
Training and Discipline:
- Operations Upgrades
Attitude:
- Measurement of customer attitude towards the stores
Task & Activities
Operations:
- Lead a team of Cluster staff / Store staff to achieve overall Sales Target – month-on-month.
- Ensure on time store opening & employees grooming standard (Neat & clean uniform, hair, nail cut and shaving must)
- Check FIFO of all products and replenishment of products.
- Ensure fish display is done neatly; freezers & chillers have appropriate temperature.
- Check quality before receiving the products, issues if any should be updated to concern immediately.
- Check prices updated in system, scale and on price board,
- Prepare purchase indent, GRN entry, Invoice sharing
- Conduct store meeting once in a week and discuss store level issues and update the same to reporting manager.
- Monitor and ensure the growth of LFL and to reach the targets.
- To focus on dump and wastages. To educate the team on reducing the dump and wastages. Monitor the entire process and to handle efficient management of dump and wastages.
- Be available to the team members for – crisis management, client management, operational efficiency and for overall growth.
- To implement various operational strategies to increase profit margin and to reduce costs on a month-on-month basis.
Customer Satisfaction:
- Monitor the operations of the customer service to ensure their services meet and exceed the expectations of customers.
Cost & Profitability:
- Suggesting remedies on cost saving and efficiency to the leadership team.
- To have an action plan for achieving set objective.
- Analyse operational expenses and cost inventory losses and develop strategy for increased profits.
Employee Development / Employee related:
- Motivating employees to enhance their skills with time and acquire new learnings.
- Must ensure that the team members are creative and do something new each day.
- Check in with employees to ensure that they are making progress every month. If not, corrective action need to be planned in co – ordination with the HR Manager / AGM Operations.
- Regularly review performance of individuals and make strategy adjustments as necessary.
Training & Discipline:
- To identify needs and gaps in the Outlet team and ensure that training programs are conducted as per the annual training plan to improve store employee's performance and productivity.
- Take the time to learn more about each new employee and suggest if any training is required.
- To give product knowledge training for all new hires.
- Behavioral retail sales training, the soft skills of how to engage a customer. Sales associates should know how to greet a customer with an open heart.
- Train the stores staff on Store cleanliness and hygiene.
Attitude:
- Through Nominal Scale: Survey of retail stores customers on two dimensions – way of maintaining stocks and daily turnover. It is used to identify different categories of responses of the customers.
- Through Ordinary Scale: In this survey of customers need to capture the ranking of customers on certain product attributes as deemed important by the respondents through their responses.
- Through Interval / Rating Scale: Through this scale it is expected to capture customer rating about our pricing (High to low), Design and overall satisfaction.
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