Job
Description
About Us Eyemode is an innovative online optical brand dedicated to delivering high-quality eyewear with exceptional customer service. We believe eyewear is more than just a necessity—it's a fashion statement. Our goal is to merge simplicity with trend-setting designs, redefining how people experience eyewear. We are looking for a skilled Optometrist & Customer Relationship Manager to provide expert optical guidance while ensuring superior customer service and long-term engagement. Role Overview As the Optometrist & Customer Relationship Manager , you will play a dual role—providing professional optometric support and managing customer relationships. You will assist customers in selecting the right eyewear, interpreting prescriptions, and ensuring a seamless experience across all touchpoints. Your expertise will drive customer satisfaction, retention, and trust in the brand. Key Responsibilities Optometric Support & Product Guidance Provide expert advice on vision care, prescription interpretation, and lens recommendations. Assist customers in selecting eyewear suited to their prescription, face shape, and lifestyle. Educate customers on lens coatings, materials, and frame adjustments for optimal comfort. Ensure compliance with optical best practices and quality assurance. Customer Engagement & Account Management Build strong, lasting relationships with customers through proactive communication. Oversee high-value customer accounts, providing premium support and handling escalations. Gather, analyze, and act on customer feedback to improve their experience. Customer Support & Communication Ensure seamless support across email, live chat, social media, and phone. Manage and resolve complex or escalated customer issues efficiently. Educate customers on product usage, care, and adjustments. Assist new customers in website navigation and product selection. Insights, Reporting & Process Improvement Utilize CRM tools to segment customers based on behaviors and preferences. Track key metrics like customer satisfaction (CSAT), Net Promoter Score (NPS), and retention rates. Provide actionable insights to marketing, product, and customer service teams. Continuously suggest process improvements to enhance customer experience. Loyalty & Retention Initiatives Develop and manage loyalty programs, exclusive rewards, and referral initiatives. Organize VIP engagements, product launches, and special promotions. Drive customer advocacy through targeted retention strategies. Qualifications & Skills Education & Experience Bachelor’s degree or diploma in Optometry, Business, Marketing, or a related field. 3+ years of experience in optometry, customer service, or relationship management, ideally in an optical or e-commerce environment. Proven ability to drive customer satisfaction and loyalty. Key Competencies Strong optometric knowledge with the ability to recommend suitable eyewear. Customer-first mindset with excellent interpersonal skills. Exceptional verbal and written communication, adaptable to different audiences. Ability to connect with a young, fashion-conscious audience. Problem-solving skills with a creative approach to conflict resolution. Strong organizational skills to manage multiple priorities effectively. Preferred Qualifications Experience in optical, fashion, or lifestyle e-commerce. Knowledge of customer loyalty and referral programs. Multilingual abilities are a plus. Experience with CRM and advanced customer support tools. Knowledge about eyewear. 3 years+ experience Why Join Eyemode? Be part of a fast-growing, trend-driven eyewear brand. Work in a collaborative, supportive environment. Competitive salary and benefits package. Flexible work arrangements. Opportunities for career growth and professional development How to Apply Submit your resume and a cover letter to samkit@eyemode.in , explaining why you’re the ideal candidate and how you can enhance our customer relationships and brand loyalty. Join us in shaping the future of eyewear fashion and customer experience! Show more Show less
