Cluster Manager

Cluster Manager

Location: Delhi NCR (Multi-Gym Operations)

Department: Operations & Sales

Role Overview

The Cluster Manager is responsible for the overall management, growth, and profitability of multiple gym branches within a defined cluster. This role ensures seamless operations, drives sales performance, maintains high customer satisfaction, and ensures compliance with company standards and SOPs across all gyms in the cluster.

Key Responsibilities

1. Sales & Revenue Management

• Own revenue targets for all gyms in the cluster.
• Drive membership sales, renewals, and PT (Personal Training) revenue.
• Monitor and push lead conversion rates, walk-in conversions, and upselling of packages.
• Plan and execute local sales promotions in coordination with the marketing team.

2. Operational Excellence

• Ensure smooth day-to-day operations at all gyms in the cluster.
• Implement and audit SOPs for front desk, trainer services, housekeeping, and facility management.
• Monitor gym upkeep – branding, equipment maintenance, housekeeping, and safety compliance.
• Coordinate with Facility & Procurement teams for repairs, stock, and vendor management.

3. Team Leadership & People Management

• Manage and mentor Branch Managers, Sales Executives, Trainers, and Front Desk Executives.
• Conduct weekly review meetings and provide feedback to staff.
• Ensure proper training, motivation, and discipline of all team members.
• Support HR in recruitment, onboarding, and performance management for the cluster.

4. Customer Experience & Retention

• Maintain high member satisfaction and retention across gyms.
• Resolve escalated customer issues promptly and professionally.
• Ensure premium customer service culture is maintained across all branches.

5. Compliance & Reporting

• Monitor attendance, payroll inputs, and compliance of gym staff with company policies.
• Review financial performance: daily sales, expenses, attrition, and revenue reports.
• Share weekly & monthly performance dashboards with leadership.
• Ensure adherence to statutory requirements (PF, ESI, GST, etc. where applicable).

Key Skills & Competencies

• Strong leadership and people management skills.
• Excellent communication and negotiation ability.
• Sales-driven with proven ability to meet and exceed revenue targets.
• Strong analytical and reporting skills (Excel, Google Sheets, CRM dashboards).
• Problem-solving and decision-making under pressure.

Qualifications & Experience

• Graduate/Postgraduate in Business, Management, or related field .
• 5–8 years of experience in sales/operations, preferably in fitness, retail, or hospitality.
• Minimum 2–3 years managing multi-location operations .
• Proven track record of delivering business growth and leading teams.