Store Manager

Key Responsibilities:

Customer focus: Driving Net Promoter Score

● 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 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 a basic understanding of the 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 team’s shift timings to meet the store’s business needs and demands.

● Ensuring staffing levels are adequate to effectively operate the store.

Store upkeep & maintenance:

● 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:

● Minimum qualification: Graduate

● Ability to act as a link between strategy and execution

● Ability to develop and inspire people to achieve their best

● Ability to build rapport and trusting relationships

● Ability to understand stated and unstated needs of the customer and offer solutions

● Clear communication and active listening skills

● Ability to adapt to a changing environment and openness to learn

● Proactive task ownership, result-orientation, and customer-orientation

● Ability to multitask and organize activities based on priority