Cluster Manager

6 months ago

Dubai, United Arab Emirates Lifestyle UAE Full time

As a Cluster Manager you will be responsible for managing several stores within a region. Your major focus and time would be spent in stores, managing store managers on retail operations. Developing store staffs is key to ensuring your Clusters success, as well as a tight control of stock and store operating costs. You will actively contribute to the development of business initiatives including new stores and store refurbishment. You would also be expected to adapt and implement technological advancement within the organization, drive e-Commerce business from the retail floor and thereby driving a customer Centric approach by providing seamless shopping experience to our customers.

**Key Focus Clusters & Responsibilities**:
Sales & Revenue Focus

Responsible to ensure stores deliver their revenue targets, in his/her Cluster.

Focusses on driving ATV, UPT, Footfall & Conversions by using Store Intelligence Reports, by working closely with SM

Drive ecommerce adoption, promote use of tools and tech to deliver planned targets, educate store teams.

Proactively plan for yearly activity calendar, work closely with marketing and VM teams to make it happen.

Implement promotions and concept campaigns to drive revenue and footfall.

Take initiatives to drive B2B business in the Cluster by corporate tie ups and local contracts.

Customer Focus

Ensures the stores teams are capable to deliver the customer promise (experience) in each store.

Ensures all staff complete required trainings to deliver on-the-job, track completion, work closely with Store Manager, Concept L&D to make it happen.

Regularly analysis information and work with Store Managers to increase Net Promoter Score, Mystery shopping metrics and any other measure in place.

Continue to drive Shukran enrollment in stores and increase conversions in his/her stores.

Review and address critical customer complaints and manage customer recovery by engaging directly where needed.

Drive the OMNI, online mindset in store staff. Store staff leverage online tools in stores to showcase out-of-stock products, extended ranges and online exclusive products as per their needs and choices.

Ensure stores layout and merchandize meet concept standards and provide right customer experience.

Maintain store standards and creates a vibrant, positive store environment to attract and serve customers

People Focus

Embed the values and behaviors and builds a strong culture of motivation, trust and engagement in each store. Monitor by store GPTW scores and plan actions to address gaps.

Conduct monthly team meeting with each store staff along with Store Manager and communicate on store performance, recognize good performers and provide direction on next month, quarter plans.

Coach and supports Store managers and help them achieve their targets.

Build a strong performance culture that enables each staff member to perform in their role

Learn & Grow framework execution to promote retail learning. Use the 70:20:10 learning framework (70% - on the job, 20%- coaching and feedback, 10% - formal learning through classroom or LMS),

Effective use of Learning Management System to monitor completion and progression.

Work with Store Managers to identify and grow talent within, fast track HiPo talent. Build succession internally

Build strong expertise in each store, staff fully trained on product, customer service and competent users on all aspects of store operating processes within the stores.

Plan and implement localization agenda as per local regulations.

Focusses on local (national staff) to develop them in understanding business, connecting & serving customers, ability to manage store operations and motivating them towards career growth within the organization.

Business Focus

Monitors and drives each store performance in the Cluster.

Engage with each Store Manager to analysis store performance reports, review store productivity and plan actions to support the store achieve their targets.

Regular store visit schedule with planned activities to help achieve goals. No adhoc visits without agenda.

Review competition in the Cluster and provide regular updates on competition to the Concept Manager.

Ensure all internal audit reports are reviewed (BOE) and implement necessary corrective actions.

Plan for new store openings & refurbishments by aligning with different stakeholders as per SOP.

Comply with local regulations, follow guidelines as per the concept audit standards.

Category & Inventory Management

Focusses on maximizing sell throughs of seasonal stocks on full price.

Manages Seasonal Plan and execution end to end for his Cluster.

Provide insights on trends, business drivers, merchandise and quality issues and other related information to concept manger, buying and retail concept team on regular basis.

Monitors best sellers (NOOS, AIS) and zero sellers and ensure store managers takes appropriate action to focus on sales and avoid any stock outs. Liaises with Inve

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