Store Director

Lenskart; India; On-site; INR 400,000 - 600,000; Full time

Job summary

Lenskart seeks a store-focused role to elevate customer experience and drive daily sales. You will greet customers, coach the team to deliver exceptional service, and ensure eye check-ups adhere to SOPs with high quality.

The role involves handling queries, resolving complaints, and maintaining operational standards across inventory, cash, and POS usage. You will lead by example to meet store targets, develop talent, manage rosters, and collaborate with other departments to ensure a seamless

Qualifications

• Customer focus is essential in-store interactions.
• Drive NPS and reduce Detractor % across the store.
• Greet customers on entry and coach the team to do the same.
• Commitment to exceptional customer service and satisfaction.
• Handle customer service queries and complaints at store level.
• Ensure eye check-ups are conducted per SOP and maintain quality.
• Work with other departments to ensure smooth product delivery to customers.
• Drive store sales to meet allocated targets.
• Foster a culture of high sales performance and talent management.
• Provide on-the-job training using company modules.
• Give timely, constructive feedback to team members.
• Identify training needs and coordinate with the academy team.
• Understand attrition drivers and take measures to control it.
• Roster management to match business needs.
• Monitor cash reconciliation to prevent discrepancies.
• Ensure availability of merchandise and service SOP adherence.
• Conduct regular stocktakes and inventory reconciliation.
• Provide staff with basic POS system understanding for transactions.
• Perform quality checks on new products and ensure SOP adherence.
• Maintain store standards and cleanliness per Lenskart guidelines.
• Ensure security of equipment and avoid stock shortages or damages.

Responsibilities

• Customer focus: greet customers on entry and coach the team to do the same.
• Drive NPS and reduce Detractor % while maintaining high service quality.
• Manage customer queries and complaints at the store level.
• Ensure eye check-ups are conducted per SOP with high quality.
• Collaborate with departments to deliver the product to customers smoothly.
• Achieve store sales targets and drive sales leadership across the team.
• Provide effective on-the-job training using company modules.
• Deliver timely feedback and identify training needs with the academy.
• Manage roster timings to meet business demands and budgets.
• Monitor cash reconciliation and ensure accurate store funds.
• Maintain merchandise availability and inventory SOPs.
• Conduct regular stocktakes and inventory reconciliation.
• Ensure POS system literacy among staff for proper transactions.
• Uphold SOPs for retail operations and store cleanliness.
• Maintain store standards and secure equipment and stock integrity.

Job description

Role & responsibilities :

• 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 Lenskart 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 Lenskart 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
• Monitoring cash reconciliation to ensure there is no mismatch of store funds
• Ensuring the availability of required merchandise and services Cash & Inventory management SOP, Store upkeep & maintenance
• Conducting stocktakes / Inventory reconciliation regularly
• Ensuring the staff at the store level has a basic understanding of the POS System to ensure transactions are properly and effectively processed
• Performing the necessary quality checks for the new products
• Ensuring that all SOPs for retail are implemented successfully and adhered to by store employees
• 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