Cluster Manager - Retail

The Cluster Manager is responsible for managing end-to-end operations of one or multiple Experience Centres (ECs), ensuring exceptional customer experience, operational excellence, and seamless execution of sales and marketing initiatives. The role involves overseeing walk-in management, lead qualification and allocation, store readiness, visual merchandising, inventory control, audits, people management, and cross-functional coordination.

The ideal candidate will possess strong operational discipline, leadership capabilities, stakeholder management skills, and the ability to resolve on-ground operational challenges Efficiently.

This role plays a critical part in ensuring consistent customer experience, operational efficiency, and high standards across Experience Centres through proactive leadership, process adherence, and strong team management.

What We’re Looking For

• 12+ years of experience in retail operations, experience centre management, or field operations.
• Bachelor’s degree in Retail Management, Business Administration, Hospitality, or a related field.
• Strong leadership and people-management capabilities with experience in coaching and mentoring teams.
• Expertise in operational audits, SOP implementation, checklist management, and compliance.
• Experience in lead qualification and allocation processes within a sales-driven environment.
• Strong inventory and sample/swatch management experience.
• Excellent cross-functional coordination and stakeholder management skills.
• Proven ability to handle escalations, operational issues, and facility management challenges.
• Strong organizational, communication, and event coordination skills.
• Proficiency in Google Forms, Excel/Google Sheets, POS systems, and EDC machines.