Cluster Manager Operations

Reporting to: Regional Head / GM - Operations

KRA:

Customer Service

Sales & Budgets

Stocks & Control

Process Improvements & Standardization (SOPs)

People Management & Training / Retention

Strong follow up on Customer Satisfaction Index

Strategic alliance & Business Development

Knowledge, Skills & Abilities:

Effective communication & influencing skills

Sales & Profit Analysis

Customer Engagement

Market Analysis

Qualifications & Exposure:

Diploma in Any Catering Course/ Diploma in Hotel Management/ BHM

Min 10 to 15 years of experience in handling a set of F&B Retail units

F& B Retail or related industry exposure

Duties & Responsibilities:

Manage a cluster of outlet operations along with Area Managers with clear targets & guidelines.

Responsible for upkeep & development of outlet Operations

Responsible for visiting, checking, reporting for well-controlled operations and customer service level of outlets in their allocated area.

Conduct weekly meetings with Area Managers to do an analysis on outlets’ performance and setting the agenda for the succeeding weeks.

Periodically conduct performance review for the Area Managers based on pre-defined & agreed upon parameters.

Responsible for growth & development of the Area Managers through continuous feedback & training sessions.

Ensures effective action planning through root cause analysis, creation and execution of action plan, and scheduled follow-ups that drive accountability

Drives fast, friendly & impressive Service with Speed through focus on report analysis, staffing and deployment, Team Service execution, visible and active management and standards execution

Actively coaches for continued improvement in restaurant excellence with specific focus on execution of systems and processes

Manage Outlet profitability as per budgets.

Evaluates margins and identifies roadblocks to outlet profitability and takes appropriate action for solving issues

Influences outlet managers on the value of the people development component of their business plan and provides guidance on organizational structure and succession planning.

Monitor Outlet hiring & adhering to budget.

Manage staff attrition levels to below acceptable levels.

Ensure Outlets’ training implementation.

Closely monitor Outlets’ SOP’s implementation.

Coordinates on effective implementation of new product introductions & new restaurant openings.

Responsible for outlet audit and process adherence.

Retail stock audit and control.

Control pilferage of cash and stock at all outlets.

Address customer complaints and take necessary steps to reduce them.

Grow the bulk / corporate sales linked to the stores.

Monitor Store Repairs & Maintenance. Ensure Preventive maintenance is carried out with the help of maintenance executives in order to keep the M&R cost within budget.

Follow store LSM schedules and get same stores sales growth to 15% YOY.

Closely monitor all external customer service & feedback mechanisms and make appropriate analysis.

Work closely with other support functions for smooth franchise retail operations.

To manage outlet wastage less than 0.25 % on cost price.

Should ensure that Company assets provided to the store is maintained well.

Competitor analysis conducted on a regular basis.

Coordination with the Franchisee owners and workout the plan to reduce the cost and enhance the business.

Job Type: Full-time

Pay: ₹1,500,000.00 - ₹2,500,000.00 per year

Schedule:

• Fixed shift
• UK shift

Experience:

• cluster manager operations: 10 years (Required)

Work Location: In person