Retail Store Manager

Lenskart; Dadri; On-site; INR 600,000 - 800,000; Full time

Job summary

Lenskart is seeking a Store Manager in India to bridge strategy and execution across store sales, conversions, and customer satisfaction. You will lead morale, develop staff, control attrition, and ensure smooth store operations while meeting sales targets and maintaining high service standards.

The role emphasizes coaching, NPS focus, inventory and cash control, and cross‑department collaboration to deliver an exceptional customer experience.

Responsibilities

• Driving Net Promoter Score (NPS) and customer focus
• Greeting customers and coaching staff to greet customers
• Delivering exceptional customer service and prioritizing customer satisfaction
• Resolving queries and complaints at store level
• Building long-lasting relationships with customers
• Driving store sales to meet targets and assigning staff targets
• Cultivating a culture of high sales performance and leadership
• Motivating field team to achieve results
• Assessing field capability and setting performance priorities
• Assisting in recruiting high-potential staff
• Providing on-the-job training and guidance to staff
• Giving clear, constructive feedback in a timely manner
• Identifying training needs with L&D and implementing plans
• Understanding attrition drivers and taking measures to reduce it
• Cash and inventory management including cash reconciliation
• Ensuring product availability and conducting stock takes
• Ensuring staff understand POS and process transactions correctly
• Performing quality checks on new products
• Collaborating with other departments to ensure best customer experience
• Supervising staff including Optometrist and resolving issues
• Ensuring eye check-ups are performed per SOP with high quality standards
• Adhering to and implementing SOPs for retail operations
• Updating colleagues on performance, initiatives, and important issues
• Scheduling staff shifts to meet business needs and maintain adequate staffing

Job description

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:

Customer focus: Driving Net Promoter Score ( NPS )

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 teams shift timings to meet the stores 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