Head - Offline Retail Operations

About Lenskart

Lenskart is one of the world's fastest-growing eyewear players, serving 40M+ customers across India, SEA, Japan, Middle East, and other global markets. With a 1500+ store network and a rapidly scaling omnichannel ecosystem, we are reimagining the eyewear experience through innovation, technology, and world-class retail execution.

As we scale aggressively across India, the offline retail business is entering its next phase of expansion, efficiency, and customer experience transformation. We are therefore looking for a seasoned retail leader to anchor this journey.

Role: Head of Offline Retail Operations (India)

This is a high-impact leadership role responsible for steering Lenskart's India offline retail business — ensuring operational excellence, driving strong P&L outcomes, elevating customer experience, and enabling the next phase of hyper-scale expansion. The role leads multi-tier teams (Circle Heads, Area Managers, and Store Managers) and influences the performance of our entire physical retail footprint.

This leader will be accountable for execution on ground and for shaping the strategic blueprint of the offline retail function.

Key Responsibilities
1. Business Leadership & P&L Ownership

• Own revenue, profitability, and store productivity KPIs for the India retail portfolio.
• Drive growth through robust business planning, monthly performance reviews, and consistent operational improvements.
• Deliver strong unit economics across markets while scaling aggressively.

2. Retail Operations Excellence

• Build and enforce operational SOPs across the entire store network.
• Strengthen store readiness, audit processes, shrinkage controls, and compliance governance.
• Drive operational efficiency through tech adoption, automation, and process improvements.

3. Customer Experience & Service Standards

• Champion customer obsession across all stores.
• Own NPS and customer experience metrics end-to-end.
• Establish best-in-class service, grooming, and brand experience standards.

4. Multi-Market Retail Expansion

• Partner with Projects, Design, and Real Estate teams to deliver high-quality and high-speed new store openings.
• Integrate new formats, remodels, relocations, and experience-driven concepts into the network.
• Lead scale-up across Tier 1/2/3 cities with deep market understanding.

5. Team & Leadership Development

• Lead and mentor Circle Heads and regional leadership teams.
• Build a high-performance culture based on ownership, accountability, and customer-centricity.
• Enable career paths, capability development, and succession for future leaders.

6. Inventory, Cost & Operational Governance

• Strengthen store inventory accuracy and stock health.
• Optimize store-level costs and improve workforce productivity.
• Ensure adherence to commercial governance, including P&Ls, budgeting, and cost discipline.

7. Cross-Functional Collaboration

• Work closely with Product, Supply Chain, Merchandising, Marketing, Projects, Design, and Finance to deliver seamless experiences and operational results.
• Translate customer and store insights into actionable improvements.

Qualifications & Experience

• 15–20+ years of experience in retail operations, preferably in high-growth, multi-store consumer or fashion/beauty/eyewear brands.
• Proven track record of leading large-scale retail networks (300+ stores preferred).
• Strong P&L ownership and commercial acumen.
• Deep understanding of customer behavior, retail metrics, and operational levers.
• Hands-on, execution-strong leader with a strategic mindset.
• Excellent people leadership, coaching, and stakeholder management skills.
• Comfortable with extensive travel.

Why Join Lenskart

• Lead one of the largest and fastest-growing offline retail networks in India.
• Shape and influence the next phase of Lenskart's retail transformation.
• Work in a high-ownership, innovation-first, tech-driven consumer company.
• Drive impact at scale — influencing millions of customer experiences every year.
• Be part of a mission-led, global brand backed by the world's best investors.

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