Responsibilities:
Customer focus: Driving Net Promoter Score ( NPS )
- Greeting customers when they enter 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 store level and ensuring this is consistent with the team
- Striving to have long lasting and fruitful relationships with each of our customers
Driving sales vs. plan
- Driving the sales of the store to meet the allotted targets by allocating the targets to the staff
- Developing a culture of high sales performance expectations, i.e. Sales Leadership
- Motivating and inspiring the field team to drive for results
- Assessing field capability and establish performance priorities at group level
People development (Attrition Control)
- Assisting in recruiting and selecting high potential staff
- 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 retail associates
- Evaluating the training needs of store associates and working closely with L&D department to execute the developmental plan
- Understanding the reasons for attrition and taking measures to control it
Cash & Inventory management
- Monitoring cash reconciliation to ensure there is no mismatch of store funds
- Ensuring availability of required merchandise and services
- Conducting stocktakes regularly
- Ensuring the staff at store level has basic understanding of POS System to ensure transactions are properly and effectively processed
- Performing the necessary quality checks for the new products
- Working very closely with other departments till the product reaches the customer and ensuring the best customer experience to the Lenskart Customer
Supervision
- Ensuring that all store employees, including the Optometrist, are taken care of and their issues are resolved
- Ensuring that the eye check-ups are conducted as per the SOP and maintain high quality standards
SOP adherence & implementation
- Ensuring that all SOPs for retail are implemented successfully and adhered to by store employees
- Updating colleagues on business performance, new initiatives and other important issues
- Scheduling the teams shift timings to meet the stores business needs and demands
- Ensuring staffing levels are adequate to effectively operate the store
