Store Manager

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.

The core responsibilities for the job include the following:

Customer focus: Driving Net Promoter Score:

• 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.
• 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 the 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 the L& D department to execute the developmental plan.
• Understanding the reasons for attrition and taking measures to control it.

Cash and Inventory management:

• Monitoring cash reconciliation to ensure there is no mismatch of store funds.
• Ensuring availability of required merchandise and services.
• Conducting stock takes 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.
• Working very closely with other departments till the product reaches the customer and ensuring the best customer experience for 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 maintaining high-quality standards of SOP adherence and implementation.

SOP adherence and 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 store's business needs and demands.
• Ensuring staffing levels are adequate to effectively operate the store.

Store Upkeep and 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.

Requirements:

• Minimum qualification: Undergraduates can apply with a minimum of 6 years of total experience and 2 years as a store manager.
• Graduate with a minimum of 4 years of total experience and 2 years as a store manager.
• 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.