Job Description

Job Summary

The Cluster Manager is responsible for overseeing the overall performance of multiple branches, ensuring smooth operations in Sales, Service, Customer Experience, and Profitability. The role ensures each branch meets company goals, achieves high customer satisfaction, and maintains operational standards. The Cluster Manager leads, motivates, and mentors branch teams to drive growth and efficiency.

Key Roles & Responsibilities

1. Sales Management

Achieve monthly and quarterly sales targets across all branches. Monitor sales team performance, conversions, follow-ups, and lead management. Implement sales strategies, campaigns, and dealer-level promotions. Guide and mentor Sales Executives, Team Leaders, and Branch Heads.

2. Service Department Management

Ensure service revenue and productivity targets are met (FOH, RO count, labor value). Improve service quality, reduce rework, and maintain CSI (Customer Satisfaction Index). Monitor service advisor performance, job card accuracy, and daily operations. Conduct quality audits and ensure adherence to OEM standards.

3. Branch Operations

Ensure all branches follow SOPs (Sales, Service, HR, Accounts, Inventory). Monitor attendance, discipline, showroom cleanliness, and workshop 5S. Oversee stock control, spares management, test-ride vehicles, and insurance processes. Review daily MIS reports and take corrective actions.

4. Team Leadership

Lead and supervise Branch Managers, Sales Team, Service Advisors, Mechanics, and Support Staff. Conduct weekly review meetings with branch teams. Identify skill gaps and coordinate employee training needs. Maintain high morale and productivity across all branches.

5. Customer Experience

Handle escalated customer complaints and ensure fast resolution. Monitor NPS/CSI scores for all branches and improve weak areas. Ensure consistent customer experience across all locations.

6. Financial & Compliance

Monitor branch profitability, expenses, and cost control. Ensure compliance with company policies and OEM guidelines. Review monthly P&L reports and implement cost-saving measures.

Skills & Qualifications Required

Bachelor's degree (MBA preferred). 6-10 years of experience in automobile industry operations. Strong leadership and multi-branch management skills. Excellent communication, problem-solving, and decision-making skills. Knowledge of CRM, DMS, MIS reporting, and OEM standards.
Job Type: Full-time

Benefits:

Provident Fund
Work Location: In person