Cluster Manager – Northwest Region Role Purpose The Cluster Manager works in partnership with Centre Managers to ensure leadership, commercial performance, and operational excellence are consistently achieved across all sites within the cluster. While Centre Managers retain day-to-day responsibility for delivery within their own centres, the Cluster Manager provides strategic oversight, coaching, challenge, and support to ensure standards are met, targets are achieved, and best practice is shared across the business. The role is both supportive and accountable, acting as a bridge between Head Office and site leadership teams, and ensuring that Centre Managers are fully equipped, developed, and held to account for performance. Key Responsibilities 1. Leadership & People Development Lead, coach, and develop Centre Managers and Deputy Centre Managers across all sites within the cluster. Set clear expectations, objectives, and performance standards aligned with company strategy. Carry out regular one‑to‑ones, performance reviews, and development plans for site leadership teams. Identify talent and succession plans within the cluster, supporting internal progression. Ensure consistent recruitment, onboarding, and training standards across all centres. Foster a positive, high‑performance culture that reflects company values. 2. Commercial & Financial Performance Work alongside Centre Managers, with shared accountability, to ensure strong financial performance across all sites within the cluster. Support Centre Managers in taking full ownership of their site P&L while providing oversight, challenge, and guidance at cluster level. Drive revenue growth in partnership with Centre Managers through sales initiatives, promotions, upselling, and local marketing activity. Support Centre Managers with budgeting, forecasting, and cost control. Identify underperforming sites or trends and agree recovery plans jointly with Centre Managers. Share best practice and successful commercial initiatives across the cluster. 3. Operational Excellence & Standards Ensure all centres consistently meet company operating standards, brand standards, and procedures. Conduct regular site visits, audits, and reviews to ensure compliance and quality. Support the implementation of new systems, promotions, products, and processes. Ensure rotas, payroll controls, stock management, and administration processes are robust and compliant. Drive continuous improvement in operational efficiency and customer flow. 4. Customer Experience Champion a market‑leading customer experience across all sites. Monitor customer feedback, reviews, and complaints, ensuring timely resolution and learning. Support Centre Managers in improving service standards and guest engagement. Encourage innovation and fresh ideas to enhance the customer journey. 5. Health, Safety & Compliance Take overall responsibility for Health & Safety compliance across the cluster. Ensure all sites respond effectively to audits, inspections, and risk assessments. Support Centre Managers in maintaining safe, clean, and well‑presented venues. Ensure company policies, procedures, and legal requirements are consistently followed. 6. Communication & Reporting Act as the primary point of escalation for Centre Managers. Communicate clearly and consistently between Head Office and sites. Deliver regular performance reports, insights, and action plans to senior management. Lead and participate in management meetings, cluster meetings, and business reviews. What Success Looks Like All sites within the cluster consistently meet or exceed financial targets. Strong, stable leadership teams with clear succession plans. High employee engagement and low unwanted turnover. Consistently strong customer feedback and brand reputation. Clear operational consistency across all centres. Skills & Experience Essential: Proven experience managing multiple sites or large, complex operations. Strong commercial acumen with a track record of delivering financial results. Excellent people leadership, coaching, and performance management skills. Highly organised with strong attention to detail. Confident decision‑maker, comfortable working autonomously. Willingness to travel regularly between sites. Desirable: Leisure, hospitality, retail, or multi‑site operational background. Experience implementing change or turnaround plans. Personal Attributes Hands‑on, visible leader who leads by example. Energetic, positive, and resilient. Data‑driven but people‑focused. Strong communicator with the ability to influence at all levels. Employment Details Job Type: Full‑time, Permanent Schedule: Flexible to meet the needs of the business Location: Northwest Region Package: £35,000 base salary with bonus, potential OTE of £45,000