Project Lead

Lenskart; New Delhi, Gurugram District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Lenskart is seeking a Customer Experience and Operations professional in Delhi to drive store-level NPS, resolve bottlenecks, and lead cross-functional initiatives across Ops, Training, Quality, Tech, and Supply Chain. You will own dashboards, track key metrics, and present updates to leadership.

Join a data-driven team focused on improving service quality, reducing wait times, and delivering actionable insights across stores and regional teams.

Responsibilities

• Drive store-level NPS, wait time management, and service quality metrics across the fleet.
• Identify gaps through structured data analysis and implement corrective action plans at store, ZM, and AOM levels.
• Monitor integrated detractor trends and ensure resolution TATs are met.
• Act as the central support layer for stores resolving operational bottlenecks, supply gaps, and process breakdowns.
• Lead cross-functional projects in partnership with Ops, Training, Quality, Tech, and Supply Chain teams.
• Ensure timely execution through structured follow-up mechanisms and escalation protocols.
• Own performance dashboards and WBR-style business reviews; convert insights into actionable plans.
• Provide structured updates and business review decks to leadership and regional stakeholders.
• Track leading indicators (footfall conversion, ET conversion, PSPD, QMS, NPS) and flag early-warning signals.

Job description

Role & responsibilities :

Customer Experience

1. Drive store-level NPS, wait time management, and service quality metrics across the fleet.
2. Identify gaps through structured data analysis and implement corrective action plans at store, ZM, and AOM levels.
3. Monitor integrated detractor trends and ensure resolution TATs are met.

Operations & Execution

1. Act as the central support layer for stores resolving operational bottlenecks, supply gaps, and process breakdowns.
2. Lead cross-functional projects in partnership with Ops, Training, Quality, Tech, and Supply Chain teams.
3. Ensure timely execution through structured follow-up mechanisms and escalation protocols.

Analytics & Reporting

1. Own performance dashboards and WBR-style business reviews; convert insights into actionable plans.
2. Provide structured updates and business review decks to leadership and regional stakeholders.
3. Track leading indicators (footfall conversion, ET conversion, PSPD, QMS, NPS) and flag early-warning signals.