Lenskart - Store Director

: Store DirectorReporting to : Area Operations ManagerSkip Level : CH/Zonal ManagerAbout 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 customers eye powers.About the Role:The Store Director is the business head of the store responsible for driving sales, ensuring operational excellence, delivering an outstanding customer experience, and building a high-performing team. This role combines strategic thinking with hands-on execution to make the store a benchmark for performance, customer delight, and brand Activities expected to be performed by a Lenskart Store DirectorCustomer 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 customersDriving 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 levelPeople 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 itCash & 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 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 standardsSOP 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 storeStore 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 storePersonal attributes & competencies;- Minimum qualification: Graduate, MBA Preferred- 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 (ref:iimjobs.com)