Description
Join our growing team as a Cluster Manager, responsible for overseeing and driving operational excellence across a group of assigned Crepe Runner outlets. The Cluster Manager acts as the key link between Head Office and outlets, ensuring consistent execution of brand standards, SOP compliance, people performance, and customer satisfaction. This role requires regular outlet visits, strong leadership, and hands-on problem solving to ensure smooth day-to-day operations across the cluster.
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Requirements
• Minimum 2–4 years of experience in QSR, retail, or multi-outlet operations management.
• Prior experience handling multiple outlets or territories is preferred.
• Strong communication skills in English, Sinhala, and Tamil.
• Proven leadership, coaching, and people-management skills.
• Strong analytical, organizational, and decision-making abilities.
• Ability to work independently and manage priorities across locations.
• Comfortable with reporting, audits, dashboards, and performance tracking tools.
• Willingness to travel frequently and visit outlets as per scheduled plans.
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Operational Oversight
• Oversee daily operations across assigned outlets and ensure SOP, hygiene, food safety, and brand compliance.
• Monitor product availability, service quality, and overall outlet readiness.
Scheduled Outlet Visits
• Conduct planned outlet visits as per schedule.
• Perform audits, checklist reviews, and identify gaps.
• Ensure corrective actions are implemented and closed on time.
People & Performance
• Guide and support Outlet Managers and teams.
• Monitor staffing, attendance, productivity, and discipline.
• Support training, recruitment coordination, and performance improvements.
Customer Experience
• Review complaints and feedback; ensure timely resolution and preventive actions.
• Coordinate with customer service teams to improve service standards.
Stock, Maintenance & Coordination
• Coordinate with central kitchen, stores, and maintenance teams.
• Ensure stock accuracy, wastage control, and equipment uptime.
• Escalate recurring issues with clear data and insights.
Reporting & Compliance
• Review reports, audits, and performance summaries.
• Ensure compliance with company policies and operational standards.
• Share structured feedback with Operations Manager / Head Office.
Working Model
Mon – Fri: 10:00am to 7:00pm - Sat: 10:00am to 2:00pm
(Sundays & Mercantile Holidays off)
Location: Colombo 04 (Bambalapitiya)
