Store Manager

Job Description Store Manager

Job 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 offers prescription eyewear, branded contact lenses, and sunglasses, including products customized according to customers' eye power requirements.

About the Role

The Store Manager at Lenskart plays a critical role in bridging the gap between strategy and execution. The Store Manager is responsible for driving the store towards achieving key business metrics, including sales, conversion, and customer satisfaction.

The role also involves maintaining high team morale, developing employees, controlling attrition, ensuring operational excellence, and delivering an exceptional customer experience.

Key Responsibilities :

1. Customer Focus & Net Promoter Score (NPS)

• Greet customers warmly when they enter the store and coach the team to follow the same practice.
• Demonstrate a strong commitment to exceptional customer service and ensure that all Lenskart associates prioritize customer satisfaction.
• Handle customer queries, complaints, and service-related issues at the store level and ensure timely resolution.
• Build and maintain long-term, meaningful relationships with customers.
• Drive the store's Net Promoter Score (NPS) and continuously improve customer experience.
• Understand both stated and unstated customer needs and provide appropriate solutions.

2. Sales & Business Performance

• Drive store sales to achieve or exceed assigned targets.
• Allocate sales targets effectively among team members.
• Build a culture of high sales-performance expectations and demonstrate strong sales leadership.
• Motivate and inspire the team to achieve business results.
• Track sales performance against plan and take corrective actions where required.
• Assess team capabilities and establish performance priorities at the store level.
• Identify opportunities to improve conversion, productivity, and overall store performance.

3. People Development & Attrition Control

• Assist in recruiting and selecting high-potential employees.
• Provide effective on-the-job training and guidance using company training modules.
• Deliver clear, timely, motivating, and constructive feedback to retail associates.
• Identify training and development needs of store employees.
• Work closely with the Learning & Development (L&D) team to implement development plans.
• Create a positive and motivating work environment.
• Understand the reasons for employee attrition and take appropriate measures to improve retention.
• Support the development and career growth of team members.

4. Cash & Inventory Management

• Monitor daily cash reconciliation and ensure there are no discrepancies in store funds.
• Ensure the availability of required merchandise and services.
• Conduct regular stocktakes and maintain accurate inventory records.
• Ensure that all team members have a basic understanding of the POS system.
• Ensure that all transactions are processed accurately and efficiently.
• Perform necessary quality checks for new products.
• Ensure the security of store inventory, equipment, and other assets.
• Prevent stock shortages, damage, and operational losses.

5. Operations & Supervision

• Work closely with relevant departments to ensure smooth product delivery and an excellent customer experience.
• Ensure that all store employees, including the Optometrist, are supported and their concerns are resolved promptly.
• Ensure eye check-ups are conducted according to Lenskart's SOPs and maintain high-quality standards.
• Monitor day-to-day store operations and ensure business continuity.
• Maintain effective coordination between store employees and support functions.

6. SOP Adherence & Implementation

• Ensure that all retail SOPs are implemented and consistently followed by store employees.
• Keep the team updated on business performance, new initiatives, policies, and other important developments.
• Prepare team schedules and shift timings based on store business requirements.
• Ensure adequate staffing levels to operate the store effectively.
• Monitor adherence to company policies, processes, and operational standards.

7. Store Upkeep & Maintenance

• Maintain the store according to Lenskart's standards.
• Ensure regular cleaning and maintenance of frames, equipment, fixtures, and other store assets.
• Maintain a clean, organized, and customer-friendly store environment.
• Ensure the security of all Lenskart equipment and store assets.
• Prevent shortages, damage, or loss of stock and equipment.

Personal Attributes & Competencies

• Strong ability to act as a link between strategy and execution.
• Ability to develop, coach, and inspire people to achieve their best performance.
• Strong interpersonal skills and the ability to build rapport and trusting relationships.
• Strong customer orientation with the ability to understand customer needs and provide effective solutions.
• Clear communication and active listening skills.
• Ability to adapt to a dynamic and changing business environment.
• Openness to learning and continuous improvement.
• Proactive ownership and strong result orientation.
• Ability to multitask and prioritize activities effectively.
• Strong problem-solving and decision-making skills.
• Strong team-management and leadership capabilities.

Minimum Qualification & Experience

For Undergraduates

• Minimum 6 years of total work experience.
• Minimum 2 years of experience as a Store Manager.

For Graduates

• Minimum 4 years of total work experience.
• Minimum 2 years of experience as a Store Manager.

Key Success Measures

The Store Manager will be evaluated on key performance indicators such as:

• Store Sales vs. Target/Plan
• Conversion Rate
• Customer Satisfaction
• Net Promoter Score (NPS)
• Team Productivity
• Employee Retention/Attrition
• Inventory Accuracy
• Cash Reconciliation
• SOP Compliance
• Store Operations & Maintenance