Retail Store Manager

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