Retail Store Manager

Lenskart; Dhanbad; On-site; INR 420,000 - 620,000; Full time

Job summary

Lenskart is seeking a Store Manager to oversee daily operations, drive store sales, and lead the store team to deliver exceptional customer service in line with company standards.

You will be responsible for achieving metrics, coaching staff, managing inventory, SOP compliance, and maintaining a high level of customer satisfaction, while coordinating with other departments to ensure smooth store operations.

Responsibilities

• Customer focus: Driving Net Promoter Score (NPS).
• Greeting customers when they enter store and coaching the team to do the same.
• Delivering exceptional customer service and ensuring staff treat customer satisfaction as a priority.
• Handling customer queries and complaints at store level and ensuring consistency with the team.
• Developing long-lasting relationships with customers.
• Drive store sales to meet targets by allocating them to staff.
• Cultivating a high-sales-performance culture and Sales Leadership.
• Motivating the field team to drive for results.
• Assessing field capability and setting performance priorities at group level.
• Assisting in recruiting and selecting high-potential staff.
• Providing on-the-job training and guidance using training modules.
• Giving clear, timely feedback to retail associates.
• Identifying training needs and coordinating with L&D for development.
• Understanding attrition drivers and taking measures to control it.
• Monitoring cash reconciliation and ensuring no mismatch of store funds.
• Ensuring availability of merchandise and services; conducting stocktakes.
• Ensuring staff understand POS system for proper transactions.
• Performing quality checks for new products and coordinating with departments.
• Ensuring SOPs for retail are implemented and adhered to by staff.
• Updating colleagues on business performance and new initiatives.
• Scheduling team shifts to meet store needs and maintain staffing levels.
• Maintaining store upkeep per Lenskart standards and securing equipment.
• Ensuring customer experience is optimized from product to service.

Job description

Store Manager

Reporting to Area Operations 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

• 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