Senior Store Manager

Lenskart; Navsari, Ahmedabad District, Anand; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Lenskart is seeking a store leadership professional to drive customer satisfaction, nurture sales performance, and lead a team in a fast-paced retail environment. The role emphasizes coaching, SOP adherence, and operating with a customer-first mindset.

Ideal candidates have 6–15 years in retail or service, with at least 2 years in a leadership role, and hold a graduate degree (MBA preferred), demonstrating a proven track record of delivering strong business outcomes.

Qualifications

• Graduate degree required; MBA or retail management specialization preferred.
• 6-15 years of experience in retail or service industry.
• At least 2 years in a leadership role.
• Proven track record of delivering strong business and customer outcomes.

Responsibilities

• Greet customers and coach the team to do the same to boost NPS.
• Handle store-level customer queries and complaints per SOP.
• Drive store sales to meet targets and model sales leadership.
• Provide on-the-job training and feedback to team members.
• Manage rostering to align with business needs; monitor attrition.
• Ensure store upkeep and SOP adherence; secure store equipment.

Skills

Customer service

Sales leadership

Team coaching

People management

Communication

Education

Graduate degree

MBA (preferred)

Job description

Customer focus: Driving NPS and lower Detractor %

• Greeting customers when they enter the store and coaching the team to do the same
• Displaying commitment towards providing exceptional Customer Service and ensuring that associates also treat Customer Satisfaction as a priority
• Dealing with customer service issues, such as queries and complaints, at the store level and ensuring this is consistent with the team
• Ensuring that the eye check-ups are conducted as per the SOP and maintaining high-quality standards
• Working closely with other departments till the product reaches the customer and ensuring the best customer experience for the Customer

Sales Orientation

• Driving the sales of the store to meet the allocated targets
• Developing a culture of high sales performance expectations, i.e., Sales Leadership

People development

(Talent Management & Attrition Control)

• 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 team members
• Evaluating the training needs of store associates and working closely with the academy team to execute the developmental plan
• Understanding the reasons for attrition and taking measures to control it
• Roster Management: Scheduling the teams shift timings to meet the stores business needs and demands

SOP, Store upkeep & maintenance

• Ensuring that all SOPs for retail are implemented successfully and adhered to by store employees
• Maintaining the store as per the standards, regularly cleaning the frames and other equipment at the store
• Ensuring the security of all equipment and that there is no shortage of stock units or damage in the store.

Personal attributes & competencies

• Graduate degree required; MBA or retail management specialization preferred
• 6-15 years of experience in retail or service industry, with at least 2 years in a leadership role
• Proven track record of delivering strong business and customer outcomes.