Job Title: Cluster Manager
Reports To: Area Manager
Location: Multi-Site Role (Overseeing 6 Stores)
Overview
The Cluster Manager is responsible for the operational success of approximately six stores, ensuring that each location meets positive sales performance, compliance, and customer service and product consistency expectations. They will work closely with the Area Manager to drive KPIs, address underperformance, and maintain high operational standards.
Key Responsibilities
Operational Oversight:
* Manage the daily operations of their assigned store, while providing strategic guidance to the additional five stores, with a heavy commercial focus on the performance of each store.
* Strategically dedicate the split of time to each store, depending on key priorities. Ensure that all locations meet company operational and customer service standards.
People & Rota Management:
* Oversee and approve weekly rota planning for all six stores, ensuring adequate staffing levels and cost efficiencies with guidance from your Area Manager on a weekly/biweekly basis
* Support Store Managers in handling scheduling conflicts and optimising staff productivity.
Performance & KPI Management:
* Review weekly KPIs with the Area Manager, identifying challenges and creating action plans to improve performance.
* Ensure that stores meet sales targets, cost controls, and customer satisfaction scores.
* Provide training and coaching to underperforming stores to drive improvements.
Audit & Compliance:
* Conduct planned and unannounced store audits based on the guidance of the Area Manager.
* Ensure all stores comply with company policies, health and safety regulations, and financial controls.
* Support stores in preparing for internal and external audits.
Leadership & Support:
* Act as the first point of escalation for store management teams in the cluster.
* Support Store Managers in recruitment, training, and staff development initiatives. Take an active role in ensuring best quality candidates are hired for each store.
* Ensure company policies and procedures are followed consistently across all five stores.
Additional Duties:
* Lead by example in delivering exceptional customer service and a high standard of operational excellence.
* Work on special projects and company initiatives as assigned by senior management.
* Handle escalated customer complaints and ensure service recovery strategies are implemented.
Key Skills & Experience Required:
* Previous experience as a Store Manager or Multi-Site Manager in a retail, hospitality, or quick service-based environment.
* Strong leadership, coaching, and team management skills.
* Proven ability to analyse KPIs and implement strategies to drive improvements.
* Excellent communication and organisational skills.
* Ability to work flexibly, travelling between stores as required.
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