Title Store Manager
Reporting to Area Operations Manager
Skip Level City/Zonal Manager
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
Area Activities expected to be performed by a Lenskart Store Manager
Customer focus:Driving NetPromoter 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 establish 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 stocktakes 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 teams 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.
