Retail Store Manager

Lenskart; Erode; On-site; INR 350,000 - 550,000; Full time

Job summary

Lenskart is seeking a Store Manager in Tamil Nadu to lead store operations, drive sales and ensure high customer satisfaction. The role focuses on coaching staff, maintaining store standards, handling customer issues, and coordinating inventory and POS processes to deliver a seamless customer experience.

The candidate should have a Graduate degree and strong communication and leadership skills, with the ability to motivate the team and manage shifting priorities in a busy retail environment.

Qualifications

• Minimum qualification: Graduate
• Strong communication and customer service orientation
• Ability to act as a bridge between strategy and execution
• Proven leadership and training capability

Responsibilities

• Drive store sales, conversions and customer satisfaction metrics.
• Coach staff to deliver exceptional customer service and maintain morale.
• Manage customer queries and complaints at store level.
• Recruit and train staff, monitor attrition and staff development.
• Conduct stock takes, ensure POS transactions are accurate, and maintain cash reconciliation.
• Ensure SOPs are followed and eye-checkups/retail standards are maintained.

Skills

Link between strategy and execution

People development and inspiration

Rapport building

Clear communication

Active listening

Adaptability

Proactive ownership

Multitasking and prioritization

Customer needs awareness

Education

Graduate

Job description

Reporting to Area Operations Manager

Skip Level City/Zonal Manager

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 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. 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 plan Motivating and inspiring the field team to drive for results
• Assessing field capability and establish performance priorities at group level

People

• Assisting in recruiting and selecting high potential staff
• Providing effective on-the-job training and guidance to team members making use of company development training modules
• (Attrition 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 Control) execute the developmental plan
• Understanding the reasons for attrition and taking measures to control it
• Monitoring cash reconciliation to ensure there is no mismatch of store funds

Cash & Inventory

• 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 management 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 CustomerEnsuring that all store employees, including the Optometrist, are taken care of and their issues
• Supervision are resolved
• Ensuring that the eye check-ups are conducted as per the SOP and maintain high quality standards
• Ensuring that all SOPs for retail are implemented successfully and adhered to by store employees
• SOP adherence & implementation 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
• Maintaining the store as per Lenskart standards, regularly cleaning the frames and other
• Store upkeep & maintenance 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
• Ability to multitask and organize activities based on priority