Work from Office
Full Time
Major Responsibilities:
The role will have the following key responsibilities:
Drive Customer exprience, Net Promoter Score and Google Reviews for all the Lenskart 1000+ stores Identify the
opportunities to Enthusiastically Delight every Customer and plan accordingly.
Analyze customer experience process performance and prioritize improvement areas via projects where
the biggest impact can be made on NPS and Google Ratings
Finding creative solutions, anticipating potential roadblocks in productivity, and overcoming obstacles are
typical challenges faced.
Drive (cross-departmental) process understanding & come up with improvement plans/initiatives from
beginning to end.
Analyse and work collaboratively with other teams i.e. Merchandising, Tech, Category, Warehouse, Business leaders
etc. to improve the over all Customer experience/NPS
Effectively manage a diverse range of stakeholders (Tech, Analytic, CS) in and outside of Offline (e.g.
Operations, Product, Analytics, Tech).
Create detail Project plan, define the strategy, and identifying the milestone for every phase on how we can
execute that vision into a real thing
Regular review & do continuous improvement on how we can make it better time to time for achieving the
milestone
Experience in assessing process and information and process flows, tracking results, developing
recommendations, and implementing changes that benefit customer experience
Lenskart
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