Cluster Manager- Retail

Company Information:

A pioneer of quality furniture in India, Urban Ladder was founded in 2012 with a simple mission - to make a million homes beautiful. Since 2020, we have been a part of Reliance Retail and today, we are a one stop shop for all furniture and dcor products in India with over 30,000 products from 150 brands delivering across 3000+ pin codes. With an omni-channel presence in all major cities in India, we make exceptional furniture more accessible to people and continue to thrive, helping people create inspiring homes.

We are there to help our customers discover the joy of creating and build spaces that mirror who they are.

The UL Workplace:

Magical Careers begin with great work that doesn't come with boundaries. Our people prefer to blaze a trail, instead of keeping the lights on. That's because whether it's sourcing, engineering, design, marketing, customer service or any of our teams; our work is always new, challenging and up-to-the-minute.

Primary performance indicators:

- Cluster / Region Revenue

- Growth in Revenue

- Operational Expenditure

- Shrinkage

- Customer Satisfaction levels

- Team Engagement levels

- Expansion and NSO

Role will include:

- Hold accountability for Cluster target achievement and P&L responsibility.

- Monitor the operations efficiency at the store through Store Managers.

- Have a pulse on customer experience, escalations, revenue, and people related issues by personally visiting all stores in rotation.

- Ideate, execute and continuously work towards making the product presentation and service experience better for our customers to ensure that all the stores consistently exude our brand experience.

- Track and analyze Stores and Team members performances daily and execute measures to enhance performance includes driving training initiatives with the L&D team, individual coaching and mentoring.

- Analyze sales data by category, geography, store, market etc to identify trends and value add in product merchandising of the Cluster.

- Take up projects from time to time as required, to contribute towards building the processes and enhancing growth of Retail at the org level.

- Recommend measures to the board for enhancing store profitability and efficiency through process and system improvements.

- Liaise with Sourcing / Product / Customer Service team to share feedback on products and process as and when needed.

- Engage and motivate the team members towards target achievement, customer centricity and better performance, utilizing existing Engagement and R&R platforms of the org and work towards building a motivated team at all stores.

- Requires working for 6 days a week

Desired Skills and Functional Experience:

- Retail Area / Cluster management, People management and Customer Interaction experience is mandatory.

- High Levels of Ownership and Drive.

- Great command of communication / language (English + one vernacular at least) - ability to hold conversations with customers on their dream home, help them pick the right products, understand their sense of aesthetics and guide them accordingly.

- High energy, cheerful person + ability to smile always despite the situation / time.

- Empathy for people and situations; highly approachable person.

- Honesty and transparency in communication; shows warmth in interactions.

- Extremely hard-working and committed to the cause / values / vision of UL.

- Love for beautiful homes, and all things beautiful; a love for aesthetics.

- Willingness to learn rapidly + Ability to consistently make things better.

- Highly skilled in MS Excel, comfortable with moderate to heavy data analysis.

- Ability to use technology effectively + Ability to use apps / tools to provide design / catalogue consultation.

- Team Management and Engagement skills.

Values of UL that will be Key to Excelling in this Role :

- C- Customer Obsession

- H- Honesty and Transparency

- A- Action Orientation

- S- Stepping Up

- E- Efficiency & Excellence

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