Retail Excellence - Sales Consultant

Role Purpose

Drive retail excellence, standardization and business performance across ZEISS VISION CENTERS (ZVCs) by ensuring consistent deployment of SOPs and best practices, robust tracking and diagnosis of retail KPIs, and execution of structured improvement plans. The role acts as the central bridge between ZVC stores/partners and cross-functional teams, ensuring stores have the right capabilities, tools, technology, marketing support and processes to perform at their full potential.

Key Responsibilities

1. SOP & Standard Practice Deployment

• Deploy and implement retail SOPs and standards across all ZVCs.
• Drive consistent adoption of standard ways of working across stores.
• Monitor adherence and identify execution gaps.
• Establish and replicate best practices across the ZVC network.
• Continuously improve SOPs based on store feedback and business requirements.

2. Retail KPI Management & Analytics

• Own the tracking and performance review of key ZVC retail KPIs.
• Build and maintain a strong understanding of retail metrics and their interdependencies.
• Track and analyze footfall, conversion (eye-test, eye-test-to-purchase, overall), ATV, and revenue per store / per employee.
• Track and analyze product mix : frame, lens, sunglass and contact lens , along with frame–lens attachment, premiumization and brand/category mix.
• Track , analyze and improve quality KPIs such as NPS, returns
• Benchmark stores against the network and against best-performing ZVCs.

3. Performance Diagnosis & Improvement Plans

• Identify underperforming stores, KPIs and categories.
• Conduct root-cause analysis to understand why performance is below potential.
• Develop structured framework with clear actions, owners and timelines.
• Work with ZVC partners and store teams to implement corrective actions.
• Track impact and ensure improvements are sustained.
• Scale successful interventions across the network.

4. Cross-Functional Store Enablement

• Act as the key interface between ZVCs and Marketing, Training, Device/Technology, and other relevant functions.
• Translate store requirements and performance gaps into clear cross-functional actions.
• Ensure functions are aligned to store and business priorities.
• Drive closure of operational and capability gaps.
• Evaluate whether cross-functional interventions are translating into measurable store improvement.

5. Store Capability & Execution

• Identify gaps in store team capability and behaviour.
• Partner with Training to ensure relevant interventions are deployed.
• Monitor whether training is translating into improved execution and KPIs.
• Support stores with playbooks, tools, coaching frameworks and standard practices.

6. Retail Experience & Customer Journey

• Drive consistency in the ZVC consumer journey & experience.
• Monitor adherence to eye-test, consultation and selling standards.
• Identify friction points impacting conversion and consumer experience.
• Partner with relevant functions to improve customer experience and NPS.

7. Retail Reporting & Governance

• Maintain a robust ZVC Retail Excellence dashboard.
• Prepare regular performance reviews highlighting: What happened | Why it happened | What needs to be done.
• Track action plans and ensure timely closure.
• Provide management with insights, risks, opportunities and recommendations.

Key Competencies

• More than 5-7 years of progressive sales / product Training experience with strong understanding of retail operations and retail KPIs
• Strong analytical and problem-solving ability
• Ability to translate data into actionable improvement plans
• Strong understanding of category/product mix and retail productivity
• SOP / process deployment experience
• Strong stakeholder and cross-functional management
• Ability to influence franchise/partner stores, Retail management experience will be preferred.
• Strong execution and project management skills
• Good Excel / BI / dashboarding capabilities
• Customer-centric and commercially oriented mindset