Store Director

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
• 5–8 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