Retail Store Manager

Lenskart; Mumbai; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Lenskart is seeking a Store Manager in Mumbai to lead store operations, drive sales, and deliver exceptional customer service. You will coach staff, manage attrition, and ensure smooth day-to-day functioning of the store.

Key responsibilities include achieving targets, maintaining SOP adherence, and supervising cash/inventory, while focusing on staff development and delivering a superior customer experience.

Qualifications

• Graduate with bachelor's level education.
• Ability to lead and motivate a retail team.
• Strong communication and listening skills.
• Customer-centric mindset with problem-solving abilities.
• Proactive ownership and willingness to adapt.

Responsibilities

• Drive store sales and achieve targets through team coaching and leadership.
• Ensure high customer satisfaction and Net Promoter Score through service excellence.
• Recruitment support and on-the-job training for staff.
• Oversee cash, inventory, and POS system usage with accuracy.
• Ensure SOPs are followed and store operations run smoothly.

Skills

Strategic execution

People development

Rapport building

Understanding customer needs

Clear communication

Active listening

Adaptability

Ownership & accountability

Multitasking

Education

Graduate

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

Area Activities expected tobe performed bya Lenskart StoreManager

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 salesvs.

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 toControl) 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 storeMaintaining the store as per Lenskart standards, regularly cleaning the frames and other

Storeup keep & 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