Cluster Manager

Kushals.com; Hyderabad; On-site; INR 150,000 - 230,000; Full time

Job summary

Kushals.com is seeking a Cluster/Area Manager to lead a multi-store luxury retail cluster in India. You will own sales targets, drive store-level plans, and coordinate marketing efforts to boost footfall and conversion.

The role requires 6–8 years in premium retail and 2–3 years of cluster management, with strong KPI, P&L, and inventory know-how. Travel across stores is expected.

Qualifications

• Bachelor’s degree.
• 6-8 years in premium retail, preferably fine or luxury jewellery, watches or luxury fashion.
• At least 2-3 years managing a cluster of 4-6 stores as Cluster or Area Manager.
• Proven record of delivering sales targets, operational excellence and customer experience.
• Strong grasp of retail KPIs, store P&L, inventory controls and audits.
• Experience with HNI and bridal clients and relationship-led selling.
• Working knowledge of POS, CRM, clienteling and stock management systems; proficient in Excel and PowerPoint.
• Excellent grooming, executive presence and communication aligned with luxury retail standards.
• Willing to travel across stores.

Responsibilities

• Own cluster sales, profitability and productivity targets.
• Set store-wise sales plans based on catchment, customer segmentation and product mapping
• Track conversion, average bill value, units per transaction and repeat business; act on gaps store by store
• Plan and execute for festive periods, wedding seasons, launches, events and peak sales windows.
• Coordinate with Marketing on in-store campaigns and below-the-line (BTL) activities to drive footfall.
• Analyze market, seasonal and competitor trends in the cluster catchment; share insights to refine sales plans.
• Drive category performance: review sell-through and share product feedback with Product
• Identify growth opportunities within the cluster, including new store locations and local partnerships.

Skills

Store leadership

Cluster management

Premium retail

Customer experience

Sales targeting

Education

Bachelor's degree

Tools

POS systems

CRM

Clienteling systems

Stock management systems

Job description

Role & responsibilities

• Own cluster sales, profitability and productivity targets.
• Set store-wise sales plans based on catchment, customer segmentation and product mapping
• Track conversion, average bill value, units per transaction and repeat business; act on gaps store by store
• Plan and execute for festive periods, wedding seasons, launches, events and peak sales windows.
• Coordinate with Marketing on in-store campaigns and below-the-line (BTL) activities to drive footfall.
• Analyze market, seasonal and competitor trends in the cluster catchment; share insights to refine sales plans.
• Drive category performance: review sell-through and share product feedback with Product
• Identify growth opportunities within the cluster, including new store locations and local partnerships.

Customer experience & brand standards

• Ensure every store delivers a personalized, warm and premium shopping experience.
• Uphold brand, grooming, service and visual merchandising (VM) standards across the cluster.
• Handle escalations and service recovery; ensure strong after-sales support (polishing, repairs, exchanges).
• Drive Silver Circle enrolments, tier upgrades and customer retention programs.
• Analyse customer feedback, NPS and mystery shopper results, and implement improvements.
• Apply the customer experience (CX) governance framework consistently across stores; benchmark best practices from premium brands.

Store operations & compliance

• Ensure consistent execution of SOPs, opening/closing, billing and cash handling across stores
• Oversee inventory accuracy, stock counts, replenishment, inter-store transfers and shrinkage control
• Enforce high-value stock security: daily stock tallies, display and locker protocols, CCTV and opening/closing checks
• Ensure accurate tracking of repairs, polishing and customer-owned items
• Ensure audit readiness and compliance with safety standards and company policies.
• Work with the inventory team to reduce stockouts and maintain ideal stock levels for each store.
• Adopt technology and digital tools that improve store productivity and efficiency.
• Act as single point of contact for the cluster with Warehouse, VM, Marketing, HR, Finance, IT and L&D to ensure smooth operational execution
• Support new store openings with staffing, training and operational readiness.
• Manage crisis situations promptly to minimise disruption.

People leadership

• Lead, coach and develop Store Experience Managers; build bench strength for future roles
• Collaborate with HR team for hiring, onboarding, training completion (OJT, IDP), product knowledge, engagement and retention strategies
• Run regular store visits, performance reviews and feedback conversations
• Run training needs analysis for each store and track the impact of training programs
• Build a culture of accountability, collaboration and adaptability; lead change as new processes and systems roll out.
• Build buy-in for new processes and technology, addressing resistance early.
• Lead by example on brand values, ethics and integrity.

Reporting & decision-making

• Review cluster dashboards and share performance reports with the Head Retail Operations.
• Use data to identify improvement areas and take timely operational decisions.
• Assess risks across stores (stock, security, staffing, market) and keep contingency plans ready.
• Escalate cluster insights and opportunities to the Head Retail Operations to inform regional strategy.

Preferred candidate profile

Candidate profile

• Bachelor’s degree;
• 6-8 years in premium retail, preferably fine or luxury jewellery, watches or luxury fashion
• At least 2-3 years managing a cluster of 4-6 stores as Cluster or Area Manager.
• Proven record of delivering sales targets, operational excellence and customer experience.
• Strong grasp of retail KPIs, store P&L, inventory controls and audits.
• Experience with HNI and bridal clients and relationship-led selling.
• Working knowledge of POS, CRM, clienteling and stock management systems; proficient in Excel and PowerPoint.
• Excellent grooming, executive presence and communication aligned with luxury retail standards.
• Willing to travel across stores.