Cluster Manager - Home Collection

Role & responsibilities :

The Cluster Manager will be responsible for; overall daily service operations and develop local business channels. Will be responsible to manage customer complaints, staff hiring and development, outbound call centre, and vendor/franchise for the territory/geography to achieve projected revenue.

• Meet the operational metrics with the target KPIs to ensure daily service delivery & ensure adherence to daily operations-related SOP. Build capacity and manage the territory operations.
• Identify prospective home collection local business channels, develop and implement effective sales strategies for the given territory: increase in customer database & sales growth
• Build & streamline process for vendor and franchise management
• Hire new staff, review and oversee team's performance efficiency. Motivate and engage team for higher performance
• Train and develop new and existing staff as per the requirement
• Manage the customer experience proactively and resolve customer complaints/issues. Improve NPS for work area
• Responsible for territorys billing & account settlement
• Responsible for running the BTL programs, Freelance scaleup
• Manage the outbound call centre to generate revenue for the region

Preferred candidate profile :

• Thorough knowledge and expertise in Operations & sale handling
• Detail understanding & knowledge of new technology and digital platforms
• Demonstrable experience leading and managing teams, city operation
• Revenue & P&L Management
• Outstanding communication & interpersonal skills