City Head – Kolkata

ClearrCUT

Job Description – City Head, Kolkata

Position: City Head – Kolkata

Location: Kolkata, West Bengal

Department: City Operations & Business Growth

Reporting To: CEO / Management

Employment Type: Full-Time

Role Overview

The City Head – Kolkata will be responsible for the overall business performance of ClearrCUT across Kolkata. This is a leadership and ownership role covering revenue growth, operations, customer experience, professional/service partner management, team performance, expansion, and profitability.

The City Head will operate as the business owner for the Kolkata market and will be accountable for achieving monthly targets while maintaining strong service standards.

Key Responsibilities

1. Revenue & Business Growth

• Own and achieve Kolkata's monthly booking, revenue and collection targets.
• Develop city-level strategies to increase bookings, repeat customers and average order value.
• Identify new customer acquisition and business development opportunities.
• Work closely with Marketing and Management on campaigns, offers and growth initiatives.
• Track daily, weekly and monthly revenue performance and take corrective action when required.

2. City Operations

• Take complete ownership of day-to-day ClearrCUT operations across Kolkata.
• Ensure smooth booking allocation, professional availability and timely service execution.
• Maintain high service completion rates and minimise cancellations.
• Resolve operational bottlenecks quickly and ensure accountability across the team.

3. Team Leadership & Performance

• Lead the Operations, Customer Support, Sales/Business Development and city-level execution teams.
• Set clear KPIs and individual/team targets.
• Conduct regular performance reviews and daily/weekly business reviews.
• Identify underperformance and implement improvement plans where required.
• Build a performance-driven and accountable work culture.

4. Professional / Service Partner Management

• Ensure adequate availability of verified and high-quality service professionals.
• Monitor professional performance, attendance, customer ratings and service quality.
• Support onboarding and activation of new professionals based on demand.
• Maintain healthy professional relationships while enforcing ClearrCUT service standards.

5. Customer Experience

• Ensure excellent customer experience from booking to service completion.
• Monitor complaints, refunds, cancellations and repeat service issues.
• Ensure critical customer complaints are resolved quickly.
• Improve customer retention, ratings and repeat booking percentage.

6. Expansion & Market Development

• Identify high-potential areas and service categories for expansion across Kolkata.
• Build hyperlocal growth plans based on customer demand and professional availability.
• Support new category launches and geographical expansion.
• Monitor competitor activity and recommend appropriate market actions.

7. P&L & Cost Control

• Take ownership of Kolkata city-level profitability.
• Monitor revenue, discounts, incentives, refunds and operational expenses.
• Improve productivity and control unnecessary operational costs.
• Work towards sustainable contribution margin and city profitability.

Key Performance Indicators (KPIs)

• Monthly Revenue & Collection Achievement
• Booking Growth
• Service Completion Rate
• Cancellation Rate
• Customer Rating & Complaint Resolution
• Repeat Customer Rate
• Active Professional Count
• Professional Utilisation
• Team Productivity
• Customer Acquisition & Retention
• City Contribution Margin / Profitability
• Expansion Performance

Candidate Profile

• Strong experience in operations, sales, business development or city management.
• Experience in home services, beauty & wellness, hyperlocal, marketplace, consumer services or startup operations will be preferred.
• Strong leadership and people-management capabilities.
• Highly target-oriented with strong execution skills.
• Comfortable working with numbers, dashboards and performance metrics.
• Ability to solve operational problems independently and make fast decisions.
• Strong understanding of the Kolkata market.
• Entrepreneurial mindset with a strong sense of ownership.

What We Expect

We are looking for a City Leader, not simply an Operations Manager.

The successful candidate should be capable of taking ownership of the Kolkata business, building a high-performance team, increasing revenue, maintaining excellent customer experience and developing ClearrCUT into a strong and profitable city-level business.

Core Principle:

Own the City. Own the Number. Own the Customer Experience.