Cluster Manager

The Area Manager will be responsible for overseeing the overall operations of four Polar Bear Ice Cream Parlour outlets in the Udupi–Manipal region. The role focuses on ensuring smooth day-to-day operations, maintaining SOP standards, managing staff performance and attrition, ensuring profitability (P&L), and delivering excellent customer experience across all outlets.

Key Responsibilities

1. Operations Management

• Oversee daily operations of all 4 outlets to ensure smooth functioning

• Ensure adherence to company SOPs, hygiene standards, and food safety norms

• Conduct regular outlet visits and audits

• Ensure proper opening and closing procedures are followed

2. SOP & Quality Control

• Implement and monitor standard operating procedures across outlets

• Ensure consistency in product quality, service standards, and brand presentation

• Address and resolve operational gaps identified during audits

3. Team & Attrition Management

• Monitor staff attendance, performance, and discipline

• Reduce employee attrition through engagement, motivation, and timely issue resolution

• Support recruitment, onboarding, and training of outlet staff and supervisors

• Conduct regular meetings with store managers

4. P&L and Cost Control

• Monitor sales, expenses, and profitability (P&L) of each outlet

• Control food cost, wastage, inventory, and manpower costs

• Analyze sales reports and suggest improvement strategies

• Ensure stock availability and minimize pilferage

5. Customer Experience

• Ensure excellent customer service across all outlets

• Handle escalated customer complaints and ensure timely resolution

• Implement feedback-based improvements

6. Sales & Growth Support

• Support local marketing and promotional activities

• Ensure execution of company offers, schemes, and campaigns

• Drive sales growth and repeat customer visits

7. Reporting & Coordination

• Prepare daily/weekly/monthly performance reports

• Coordinate with management for operational updates and improvements

• Act as a link between outlet teams and senior management

Required Skills & Qualifications

• Minimum 2–4 years of experience in QSR, café, ice cream parlor, or food retail management

• Experience handling multiple outlets is preferred

• Strong leadership and people management skills

• Good understanding of SOPs, P&L, inventory, and manpower planning

• Ability to work on the field and travel between outlets

• Good communication and problem-solving skills

Working Conditions

• Field-based role involving regular outlet visits

• Flexible working hours, including weekends and peak business hours

• It is a Full Time Customer Support / TeleCaller job for candidates with 4 - 6+ years Experience.