Retail Store Manager

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

Job summary

Lenskart in Delhi seeks a Store Manager to bridge strategy and execution, driving sales, customer satisfaction and smooth store operations. You will lead, coach and motivate the team while ensuring high service standards and excellent store upkeep.

You will oversee inventory and cash, maintain SOPs, and develop talent to enhance loyalty and reduce attrition. A hands-on leader with strong people skills is essential.

Qualifications

• Strong customer service orientation and ability to drive customer satisfaction.
• Proven track record in achieving sales targets and leading teams.
• Experience in staff coaching, training and performance feedback.

Responsibilities

• Drive store sales to meet targets by allocating goals to staff.
• Coach and develop store staff to maintain high service standards.
• Manage cash reconciliation and ensure accurate handling of transactions.
• Monitor inventory and conduct regular stock takes to avoid shortages.
• Maintain SOP adherence and ensure smooth store operations.

Skills

Customer service

Sales leadership

Staff coaching

Inventory management

Cash handling

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