JOB DESCRIPTION-STORE MANAGER

Title - Store Manager

Reporting to - Area Operations Manager

Skip Level - City/Zonal Manager

About 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 :

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 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 team's shift timings to meet the store's 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

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