Retail Store Manager

Lenskart; Ratlam; On-site; INR 279,000 - 469,000; Full time

Job summary

Lenskart in Ratlam, India, seeks a Store Manager who links strategy to day-to-day operations, driving store sales, conversions and customer satisfaction while uplifting staff morale.

You will lead customer service, manage cash and inventory, oversee SOPs, and ensure faultless store upkeep while coaching the team for high performance and loyalty.

Qualifications

• Experience in retail store management preferred.
• Strong customer service and people-skills are essential.

Responsibilities

• Customer focus: Drive Net Promoter Score (NPS) and ensure excellent customer service.
• Driving sales vs. plan: lead the store to meet targets and foster a high-performance sales culture.
• People development (Attrition Control): recruit, train, coach, and retain staff while delivering feedback.
• Cash & Inventory management: monitor cash reconciliation, stock levels, and POS accuracy.
• Supervision: manage store staff including the optometrist and ensure SOP adherence.
• SOP adherence & implementation: implement SOPs, communicate performance updates, and schedule shifts.
• Store upkeep & maintenance: keep the store clean, secure, and aligned with brand standards.

Tools

POS System

Job description

Reporting to Area Operations 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 ( 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.