Area Cluster Manager

About the Customer

Company is one of the largest omnichannel retailers of trusted homegrown brands in the Middle East with presence in India and South East Asia.

About the Role

Designation : Area / Cluster Manager

Manage respective showrooms in their area to ensure maximum sales maximum profitability effective stock management to increase customer satisfaction and ensure continued business growth. Maintain the desired visual merchandising retail operations customer service replenishment recovery standards in his/her area in the store in all aspects. Coach the team and drive for continuous improvements.

Sales and Commercial Performance of the Area

• Maximize sales and profitability of the area
• Formulate and implement store strategies and procedures
• Coach Store Managers to use commercial information effectively
• Control costs within budgetary guidelines
• Promote awareness of local trading patterns the trading environment and competitor activity
• Identify internal and external commercial opportunities
• Maximize productivity in stores through effective deployment of resources
• Increase market share in the area and study competition regularly
• Monitor and control expenses ( overtime local stock and consumables) through efficient store operations
• Look at prospective sites and evaluate new sites

Operational Standards and Management

• Execute new store openings and refits.
• Execute promotions are implemented according to guidelines and that local/seasonal promotional opportunities are identified and maximized.
• Ensure maintenance and regular review of store operational and corporate standards leading to standardization of systems
• Monitor inventory management systems within the area (stock availability order management back store management stock consolidation and transfer)
• Ensure on time stock count and effective stock management (right product is available at the right time in all stores)
• Monitor staffing levels in stores within the area to ensure resources are effectively deployed
• Monitor store administration through periodical store visits and retail meetings to maximize operational efficiency within the area
• Ensure all the stores are in compliance with all employment and state laws health and safety standards
• Ensure all the stores portrays the company image in all aspects of personal presentation and adheres to the company dress code as laid out by the Company
• Maintain best retail standards in all showrooms as per market positioning of the brand
• Initiate timely action on slow moving and nonmoving products
• Furnish regular product feedback to the senior management and the buying department through TCM.
• Supervise the visual merchandising function to ensure that they support the brand and intended theme.
• Execute and monitor stores for events like sales promotions etc.

People Management

• Support induction of new recruits through buddy system
• Manage develop and motivate staff to increase sales and improve efficiency.
• Ensure right mix of staffing across all showrooms
• Train/Assist Store Managers in conducting staff welfare activities
• Ensure that all new recruits understand their job and settle down well within the company
• Assist Store Managers in grievance handling and disciplinary actions
• Ensure skill development of showroom staffs through Job rotation and Learning & Development
• Monitor and appraise the performance of showroom staff in coordination with showroom managers and developing individual career plans.
• Set KRAs for direct reports and conduct performance appraisal
• Oversee staff deployment and drive motivation levels of the direct reportees
• Monitor staff welfare ( staff accommodation and transport) and facilitate complaint resolution
• Ensure effective resource planning and succession planning

Customer Focus

• Implements a high standard of customer focus within the store in the area through effective coaching
• Regularly assesses customer service standards within store
• Ensure that customer satisfaction is maintained at the highest level in all stores
• Assess mystery shopping feedback and prepare action plan for improvement
• Create seamless customer service orientation among store employees by ensuring timely and efficient customer service

Key Responsibilities :

Financial

• Top and bottom line achievement
• Operations KPIs achievement

Customer

• Customer service
• Customer satisfaction

Process

• Retail SOPs adherence
• VM standards adherence
• Stock management norms adherence

People

• Retention
• Team Engagement
• Team Development
• Building capability of the team

Work Location:

Kerala

Work Experience:

68 Years of experience

Background and Requirements

Job Requirements ;

Basic Qualification / Education / Vocational Training:Graduate degree in any field

Minimum Experience : 68 years of work experience in Retail Industry

Specific / Relevant Experience : 3 years in retail industry of work experience of which at least 46 years should have been in handling retail sales / operations in 23 large retail format stores

Skills and Capabilities :

• Advanced Knowledge of retail processes and retail industry
• Advanced Knowledge of Merchandising Stock Management and Inventory processes
• Excellent Planning and Organizing skills
• Good Leadership skills
• Good Communication skills
• Effective Decision Making
• High level multitasking & ability to meet timelines
• Good analytical abilities
• Ability to work under pressure
• Customer service orientation
• Coaching and mentoring skills