Retail Store Manager

Lenskart; Gwalior District; On-site; INR 450,000 - 800,000; Full time

Job summary

Lenskart is seeking a Store Manager to lead daily operations and drive store performance. You will guide staff to deliver outstanding customer experiences, achieve sales targets, manage inventory, and maintain SOP adherence.

Strong leadership and communication skills are essential to sustain high morale and customer satisfaction. You will oversee staffing, training, cash handling, and POS processes while collaborating with other departments to ensure a seamless shopping journey for customers.

Qualifications

• Experience in retail management and achieving store targets.
• Strong customer service and relationship-building skills.
• Ability to lead and develop store staff.
• Familiarity with inventory, cash handling and SOP adherence.

Responsibilities

• Greet customers on entry and coach staff to do the same.
• Provide exceptional customer service and prioritize customer satisfaction.
• Handle customer service queries and complaints at store level.
• Build long-lasting relationships with customers.
• Drive store sales to meet targets and allocate goals to staff.
• Inspire a culture of high sales performance.
• Motivate field team to achieve results.
• Assess field capability and set priorities at group level.
• Assist in recruiting and training high-potential staff.
• Deliver timely, clear feedback and coordinate with L&D for development.
• Understand attrition drivers and implement retention measures.
• Monitor cash reconciliation to prevent discrepancies.
• Ensure availability of merchandise and services.
• Conduct regular stock takes.
• Educate staff on POS usage for accurate transactions.
• Perform quality checks on new products.
• Coordinate with other departments to ensure optimal customer experience.

Skills

Customer service

Sales leadership

People management

Communication

Tools

POS System

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