Customer Relationship Manager

ROLE OVERVIEW

As a Customer Relationship Manager (CRM) at Lenskart, you will be the face of the store the first person a customer meets and the last impression they carry. You will own the end-to-end in-store experience, ensuring every visitor feels welcomed, heard, and valued. Beyond warm hospitality, you will play a critical role in resolving escalations, managing difficult situations with grace, and turning dissatisfied customers into loyal advocates.

Customer Greeting & Experience Management • Welcome every customer entering the store with warmth and professionalism, setting a positive first impression from the door • Understand customer needs proactively and guide them to the right product, service, or associate within the store • Acknowledge and manage wait times; keep customers engaged and comfortable during peak hours • Coordinate seamless handoffs between optometrists, sales associates, and the CRM des

Grievance Resolution & Customer Recovery • Own all in-store customer complaints from product defects and service delays to prescription concerns • Resolve grievances at the store level within defined TATs; escalate with full context when required • Maintain a complaint log and follow up post-resolution to confirm customer satisfaction • Identify recurring complaint patterns and flag them to store leadership and the operations tea