Customer focus: Driving NPS and lower Detractor %
- Greeting customers when they enter the store and coaching the team to do the same
- Displaying commitment towards providing exceptional Customer Service and ensuring that Lenskart associates also treat Customer Satisfaction as a priority
- Dealing with customer service issues, such as queries and complaints, at the store level and ensuring this is consistent with the team
- Ensuring that the eye check-ups are conducted as per the SOP and maintaining high-quality standards
- Working closely with other departments till the product reaches the customer and ensuring the best customer experience for the Lenskart Customer
Sales Orientation
- Driving the sales of the store to meet the allocated targets
- Developing a culture of high sales performance expectations, i.e., Sales Leadership
People development
(Talent Management & Attrition Control)
- Providing effective on-the-job training and guidance to team members, making use of company training modules
- Delivering clear, motivating, and constructive feedback in a timely manner to all team members
- Evaluating the training needs of store associates and working closely with the academy team to execute the developmental plan
- Understanding the reasons for attrition and taking measures to control it
- Roster Management: Scheduling the team's shift timings to meet the store's business needs and demands
Cash & Inventory management
- Monitoring cash reconciliation to ensure there is no mismatch of store funds
- Ensuring the availability of required merchandise and services
- Conducting stocktakes / Inventory reconciliation regularly
- Ensuring the staff at the store level has a basic understanding of the POS System to ensure transactions are properly and effectively processed
- Performing the necessary quality checks for the new products
SOP, Store upkeep & maintenance
- Ensuring that all SOPs for retail are implemented successfully and adhered to by store employees
- Maintaining the store as per Lenskart standards, regularly cleaning the frames and other equipment at the store
- Ensuring the security of all Lenskart equipment and that there is no shortage of stock units or damage in the store
Personal attributes & competencies
- Graduate degree required; MBA or retail management specialization preferred
- 58 years of experience in retail or service industry, with at least 2 years in a leadership role
- Proven track record of delivering strong business and customer outcomes
