Title – Store Manager
Reporting to – Area Operations Manager
Skip Level – City/Zonal Manager
About Lenskart
With a mission to give India a vision, Lenskart.com is India's fastest growing eyewear company. Lenskart's products include
prescription eyewear, branded contact lenses and sunglasses, all equipped with the customers' eye powers.
About the Role
A Store Manager at Lenskart acts as an important link between strategy and execution. He/she drives the store towards
achieving all assigned metrics of Store Sales, Conversions, Customer satisfaction etc. and is responsible for keeping a high level
of morale among the store staff, developing them, controlling attrition, and ensuring smooth operations at the store.
Responsibilities
Area Activities expected to be performed by a Lenskart Store Manager
Customer focus:
Driving Net
Promoter Score
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 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
Skills Required
Store Manager