Cluster Manager

About the Role:

Cluster Manager

Key Responsibilities:

🔹 Operational Excellence:

• Supervise 4–6 gym branches within the assigned cluster
• Conduct regular site visits and audits to ensure SOP adherence
• Oversee facility upkeep, safety, hygiene, and equipment maintenance

🔹 Team Leadership:

• Manage and coach Gym Managers, Front Desk Executives, and Trainers
• Ensure proper onboarding, training, and performance tracking of staff
• Resolve staff conflicts and ensure HR processes (attendance, shifts, etc.) are followed

🔹 Sales & Revenue Management:

• Monitor and drive membership sales, renewals, and personal training targets
• Collaborate with the marketing team for local promotions and events
• Identify underperforming centers and implement improvement strategies

🔹 Customer Experience:

• Ensure timely grievance resolution and high customer satisfaction scores
• Review customer feedback and take necessary corrective actions
• Maintain high NPS and rating benchmarks across all gyms

🔹 Reporting & Analysis:

• Share daily, weekly, and monthly reports on footfall, revenue, leads, closures, and performance KPIs
• Forecast revenue and track budgets against actuals
• Present cluster performance insights to senior management

Key Skills & Competencies:

• Strong leadership and people management skills
• Excellent communication and conflict resolution ability
• Operational problem-solving and multitasking under pressure
• Data-driven mindset with hands-on Excel/CRM experience
• Understanding of gym sales, member engagement, and fitness industry trends

Qualifications & Experience:

• Graduate in Business, Hospitality, Sports/Fitness Management, or related field
• 3–6 years of experience in multi-location operations, preferably in fitness, retail, or hospitality
• Experience in managing large teams and driving performance metrics
• Familiarity with CRM tools, lead management, and reporting dashboards