Assistant / Cluster Manager

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.