Cluster Manager

bigbasket; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

bigbasket is seeking a Cluster Manager in Pune to oversee the highest standards of customer service and financial performance across 8-10 stores. The role requires leading a workforce, guiding teams toward targets, and resolving internal and external queries promptly.

The ideal candidate will drive store metrics, manage recruitment with DM-HR, perform manpower planning, and push initiatives to improve efficiency while ensuring safety and process adherence.

Qualifications

• Experience in a supervisory role.
• Strong communication, analytical and people-management capabilities.
• Understanding of P&L and operations metrics.

Responsibilities

• Own P&L for the cluster and manage top-line and margins.
• Drive store metrics: OTD, complaints, write-offs and on-time picking.
• Recruitment planning and attrition management with DM-HR.
• Manpower planning and efficiency initiatives.
• Monitor reports to achieve metrics and implement improvements.
• Coordinate rewards, recognition and training activities.
• Vendor management with delivery partners and security.
• Ensure process adherence, competitive tracking and safety.

Skills

Speaking

Writing

Listening

Critical thinking

Problem solving

Supervising

Process know-how

P&L

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