Cluster Manager - Customer Growth - FMCG

:

Key Responsibilities:

• Lead, manage, and coach a team of Customer Growth Executives/KAMs to achieve business targets.
• Drive delivered GMV, customer retention, repeat ordering, and wallet share across the assigned cluster.
• Conduct regular performance reviews, field visits, and one-on-one coaching sessions to improve team productivity.
• Develop and execute growth plans based on customer segmentation, buying behavior, and business opportunities.
• Increase category penetration through cross-selling, upselling, and assortment expansion.
• Build strong relationships with key HORECA customers and proactively resolve customer issues.
• Monitor daily, weekly, and monthly business metrics and ensure achievement of cluster targets.
• Analyze customer and team performance using data and implement corrective actions where required.
• Work closely with Category, Supply Chain, Operations, Product, and Sales teams to improve customer experience and business outcomes.
• Build scalable processes and best practices as the HORECA business grows.

Signs of a fit:

• 3-4 years of experience in e-commerce, B2B commerce, quick commerce, marketplace, FMCG, or customer growth roles.
• Experience managing a field sales, customer success, telesales, or customer growth team.
• Strong analytical skills with proficiency in Excel or Google Sheets.
• Excellent leadership, coaching, and people management skills.
• Strong communication and stakeholder management abilities.
• Ability to solve problems using data and drive execution in a fast-paced environment.
• Experience in customer lifecycle management, retention, and business growth initiatives.
• Prior experience in the HORECA, food service, or B2B distribution industry is an added advantage.

Key Performance Indicators (KPIs):

• Delivered GMV growth
• Customer retention
• Monthly active customers
• Repeat purchase rate
• Wallet share growth
• Team productivity and target achievement
• Customer satisfaction and issue resolution
• Execution of growth initiatives across the cluster