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 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 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 stocktakesregularly

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 reachesthe 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 SOPsfor 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: Under Graduate can apply with minimum 6 years of total experience and 2 years as a store manager

Graduate with minimum 4 years of total experience and 2 years as a store manager

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.