Store Manager

Lenskart; Bengaluru; On-site; INR 400,000 - 800,000; Full time

Job summary

A leading eyewear retailer in Bengaluru seeks a Store Manager to drive store sales, develop staff, and enhance customer satisfaction. The candidate will be responsible for managing cash and inventory, ensuring SOP adherence, and fostering a positive team environment. A graduate degree is required, along with skills in customer service and sales leadership. This role is suitable for a proactive individual eager to inspire others and foster customer relationships.

Qualifications

• Graduate degree or equivalent qualification required.
• Ability to build rapport with customers and develop teams.
• Strong communication and active listening skills.

Responsibilities

• Drive store sales and customer satisfaction metrics.
• Recruit and train high potential staff members.
• Monitor cash and inventory management processes.
• Ensure adherence to SOPs and high-quality standards.
• Supervision: ensure SOPs are followed and staff issues are resolved; maintain high service standards.
• Store upkeep & maintenance: keep the store clean, secure, and aligned with brand standards.
• SOP adherence & implementation: ensure SOPs are executed, communicate performance updates, and manage shift schedules.

Skills

Customer service

Sales leadership

Team development

Cash management

Inventory management

Communication skills

Adaptability

Education

Graduate degree

Job description

Title: Store Manager

Reporting to: Area Operations Manager

Skip Level: City/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 equipped with the customer eye powers.

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:

• 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 establishing 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 stock checks 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 team's 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.

Personal attributes & competencies:

• Minimum qualification: Graduate
• Ability to act as a link between strategy and execution.
• Ability to develop and inspire people to achieve their best.
• Ability to build rapport and trusting relationships.
• Ability to understand stated and unstated needs of the customer and offer solutions.
• Clear communication and active listening skills.
• Ability to adapt to a changing environment and openness to learn.
• Proactive task ownership, result-orientation, and customer-orientation.
• Ability to multitask and organize activities based on priority.