Store Director

Lenskart; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

A leading eyewear retailer is seeking a Store Director in Mumbai to oversee daily store operations. Key responsibilities include enhancing customer satisfaction, managing sales performance, and developing team members through training and effective feedback. The ideal candidate will have a strong commitment to customer service, experience in sales leadership, and skills in inventory management. Join a dynamic team focused on delivering exceptional experiences for every customer.

Qualifications

• Strong commitment to exceptional customer service and satisfaction.
• Ability to drive sales and manage inventory effectively.
• Experience in providing constructive feedback and team training.

Responsibilities

• Drive customer satisfaction by coaching staff to greet customers.
• Manage cash reconciliation and inventory stocktakes.
• Implement SOPs and maintain store upkeep according to standards.
• 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.
• Driving the sales of the store to meet the allocated targets.
• Developing a culture of high sales performance expectations, i.e., Sales Leadership.
• 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 team’s shift timings to meet the store’s business needs and demands.
• Monitoring cash reconciliation to ensure there is no mismatch of store funds.
• Ensuring the availability of required merchandise and services.
• 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.

Skills

Customer focus

Sales leadership

Effective communication

Team management

Cash management

Job description

Activities expected to be performed by a Store Director

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 team’s shift timings to meet the store’s business needs and demands

Cash & Inventory management

• Monitoring cash reconciliation to ensure there is no mismatch of store funds
• Ensuring the availability of required merchandise and services
• 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

SOP, Store upkeep & maintenance

• 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