Cluster Manager

Bigbasket; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Bigbasket is seeking a Cluster Manager to ensure high customer service standards and strong financial performance across 8-10 stores. You will lead the workforce, guide teams toward goals, and handle internal and external queries in a timely manner.

Key duties include managing P&L at the cluster level, driving OTD, complaints, write-offs, and stock updates, while coordinating with HR for recruitment and attrition control. You will also work with Training and Ops teams to optimize efficiency.

Qualifications

• Experience in a supervisory role is required.
• Strong understanding of P&L and financial metrics.
• Strong communication and problem-solving abilities.
• Ability to oversee operations and drive efficiency.

Responsibilities

• Owns P&L for the cluster area and drives top and bottom line improvements.
• Monitors store metrics (OTD, complaints, write-offs) and ensures targets are met.
• Leads recruitment, staff planning, and attrition management with HR support.
• Manages manpower planning and initiatives to improve efficiency.
• Collates and analyzes reports to meet performance metrics.
• Coordinates rewards, recognition, and training with the team.
• Oversees vendor management and adherence to processes.
• Monitors competition and ensures safe, productive work environment.

Skills

Supervising

P&L

Critical thinking

Communication

Process know-how

Job description

Job Description:

Purpose:

Cluster Manager needs to ensure the Highest standard Customer Service as well as financial performance of the assigned area (typically 8-10 stores).

Overseeing and leading the workforce by guiding them towards management goal, attending internal and external queries and resolving on timely basis.

• Responsible for P&L for the area Top line Bottom line – ABV – Margin for the store level P&L
• Driving the Store Metrics in his cluster/Area – OTD – Complaints – Write off – On time picking etc.
• Responsible for ensuring recruitment and managing attrition with the help of DM-HR
• Manpower Planning
• Initiatives to improve efficiency
• Monitor and analyses the reports to achieve metrics
• Rewards and Recognition
• Coordination with Training team – for new hiring as well as existing team

• Vendor management – Delivery Partners and Security, House keeping
• Process Adherence
• Competition Tracking
• Work Environment and Safety Management

Designation Nature of

Metrics Metrics Target Weightage Measures

Cluster Manager

Customer Customer Complaint of the Cluster 0.65% 20 As per target set

Internal IBND zero 15 complaints

Internal Stores P&L of the cluster As per CP 25 As per CP V/s Actuals

Internal Store Write-off + Stock Update 0.30% 10 Based on System Booking

Internal OTD 100% 10 On-time delivery as per cut-off

Internal Process Audit score of the cluster >90% 20 Central Process Audit Score

Required Competencies: (Knowledge, Skills, Personal Attributes)

Background

Experience at supervisory role

Skills

He/ She should possess the following competencies:

• Speaking, writing, and listening skills.
• Critical thinking, problem solving, and reasoning abilities.
• Supervising skills.
• Process know-how.
• P&L