Cluster Manager - Customer Growth - FMCG

Job Description:

Key Responsibilities:

- Lead, manage, and coach a team of Customer Growth Executives/KAMs to achieve business targets.

- Drive delivered GMV, customer retention, repeat ordering, and wallet share across the assigned cluster.

- Conduct regular performance reviews, field visits, and one-on-one coaching sessions to improve team productivity.

- Develop and execute growth plans based on customer segmentation, buying behavior, and business opportunities.

- Increase category penetration through cross-selling, upselling, and assortment expansion.

- Build strong relationships with key HORECA customers and proactively resolve customer issues.

- Monitor daily, weekly, and monthly business metrics and ensure achievement of cluster targets.

- Analyze customer and team performance using data and implement corrective actions where required.

- Work closely with Category, Supply Chain, Operations, Product, and Sales teams to improve customer experience and business outcomes.

- Build scalable processes and best practices as the HORECA business grows.

Signs of a fit:

- 3-4 years of experience in e-commerce, B2B commerce, quick commerce, marketplace, FMCG, or customer growth roles.

- Experience managing a field sales, customer success, telesales, or customer growth team.

- Strong analytical skills with proficiency in Excel or Google Sheets.

- Excellent leadership, coaching, and people management skills.

- Strong communication and stakeholder management abilities.

- Ability to solve problems using data and drive execution in a fast-paced environment.

- Experience in customer lifecycle management, retention, and business growth initiatives.

- Prior experience in the HORECA, food service, or B2B distribution industry is an added advantage.

Key Performance Indicators (KPIs):

- Delivered GMV growth

- Customer retention

- Monthly active customers

- Repeat purchase rate

- Wallet share growth

- Team productivity and target achievement

- Customer satisfaction and issue resolution

- Execution of growth initiatives across the cluster