Cluster Manager (North)

Gorug Studios Pvt. Ltd.; Gurugram District; On-site; INR 900,000 - 1,350,000; Full time

Job summary

Gorug Studios Pvt. Ltd. in Gurugram seeks an experienced Operations Lead to oversee multi-studio and event operations, lead cross-location teams, and roll out scalable playbooks.

You will partner with founders, manage budgets and vendor relations, and ensure exceptional customer experiences across workshops and launches.

Qualifications

• 2+ years in operations, hospitality, or retail management.
• Proven ability to lead multi-location operations and cross-functional teams.
• Strong organizational and communication skills.
• Willingness to travel across cities for audits, events, or launches.
• Budgeting, vendor management, and vendor coordination experience.

Responsibilities

• Lead daily operations across existing and upcoming studio locations.
• Ensure consistent execution of workshops, events, and customer experiences across formats.
• Monitor adherence to SOPs, safety protocols, and brand quality benchmarks.
• Recruit, train, and manage a cross-location team of Store Managers, Executives, and freelance facilitators.
• Build team culture focused on accountability, hospitality, and creative excellence.
• Roll out new studios, pop-up formats, and city-based events with founders.
• Develop scalable playbooks and workflows for opening new locations.
• Handle vendor, staffing, logistics, and compliance for launches.
• Oversee inventory procurement, forecasting, and usage efficiency.
• Monitor expenses and implement cost-control measures across operations.
• Collaborate with finance and procurement teams for budgeting and vendor management.
• Set service standards and resolve high-priority customer escalations.
• Use customer feedback and data to improve in-studio and workshop experience.
• Implement mechanisms for real-time feedback, ratings, and recovery loops.
• Generate studio-wise performance reports and KPIs to leadership.
• Coordinate with marketing, product, and design teams for alignment with business goals.
• Lead quarterly planning and execution cycles for operations.

Skills

Leadership

Operations management

Cross-functional collaboration

Travel flexibility

Customer-centric

Job description

Role & responsibilities

1. Multi-Studio & Event Operations

• Lead daily operations across existing and upcoming studio locations.
• Ensure consistent execution of workshops, events, and customer experiences across all formats.
• Monitor adherence to operational SOPs, safety protocols, and brand quality benchmarks.

2. Team Leadership & Training

• Recruit, train, and manage a cross-location team of Store Managers, Executives, and freelance facilitators.
• Build team culture focused on accountability, hospitality, and creative excellence.

3. Expansion Planning & Execution

• Work with founders to roll out new studios, pop-up formats, and city-based events.
• Develop scalable playbooks and workflows for opening new locations.
• Handle vendor, staffing, logistics, and compliance for launches.

4. Inventory, Budget & Cost Control

• Oversee inventory procurement, forecasting, and usage efficiency.
• Monitor expenses and implement cost-control measures across operations.
• Collaborate with finance and procurement teams for budgeting and vendor management.

5. Customer Experience & Service Recovery

• Set service standards and resolve high-priority customer escalations.
• Use customer feedback and data to improve the in-studio and workshop experience.
• Implement mechanisms for real-time feedback, ratings, and recovery loops.

6. Reporting & Strategic Alignment

• Generate and present studio-wise performance reports, staff KPIs, and operational insights to leadership.
• Coordinate with marketing, product, and design teams to ensure alignment with overall business goals.
• Lead quarterly planning and execution cycles for operations.

Preferred candidate profile

• 2+ years of experience in operations, retail/hospitality management, or experience-led brands.
• Proven ability to lead multi-location operations with cross-functional teams.
• Strong organizational, analytical, and communication skills.
• Customer-first mindset with a love for hands-on, creative experiences.
• Willingness to travel across cities for audits, events, or launches.