Store Director

Lenskart Solutions Pvt Ltd; Navi Mumbai; On-site; INR 2,500,000 - 4,500,000; Full time

Job summary

Lenskart Solutions Pvt Ltd is seeking a Store Director to lead store operations, drive sales, and ensure an outstanding customer experience. The role focuses on strategic execution, hands-on management, and building a high-performing team to benchmark store performance and brand representation.

The candidate will oversee customer service excellence, inventory control, SOP adherence, and cross-functional collaboration to deliver top-tier customer outcomes and business results.

Qualifications

• Graduate degree required; MBA or retail management specialization preferred.
• Experience: 5–8 years in retail or service industry with at least 2 years in a leadership role.
• Proven track record of delivering strong business and customer outcomes.

Responsibilities

• Drive store sales to meet allocated targets.
• Develop a culture of high sales performance within the team.
• Provide on-the-job training and guidance to team members.
• Roster management to meet store business needs.
• Ensure SOPs for retail are followed and store is maintained to Lenskart standards.
• Maintain cash reconciliation and inventory accuracy.
• Ensure exceptional customer service and customer satisfaction.

Skills

Leadership

Customer service

Sales leadership

People management

Training & development

Education

Graduate degree (MBA preferred)

Tools

POS system knowledge

Job description

JOB DESCRIPTION-STORE DIRECTOR

Title Store Director

Reporting to – Area Operations Manager

Skip Level – CH/Zonal Manager

About Lenskart

With a mission to give India a vision, Lenskart.com is India's fastest-growing eyewear company. Lenskart's products include prescription eyewear, branded contact lenses, and sunglasses, all of which are customized to the customer’s specific eye powers.

About the Role

The Store Director is the business leader of the store, responsible for driving sales, ensuring operational excellence, delivering an outstanding customer experience, and building a high-performing team. This role combines strategic thinking with hands‑on execution to make the store a benchmark for performance, customer delight, and brand representation.

Responsibilities

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

Personal attributes & competencies

• Graduate degree required; MBA or retail management specialization preferred
• 5–8 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