Store Director

Job Description

Role & responsibilities

Activities expected to be performed by a Store Director

Customer focus: Driving NPS and lower Detractor %

Greeting customers when they enter the 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 the store level and ensuring this is consistent with the team
Ensuring that the eye check-ups are conducted as per the SOP and maintaining high-quality standards
Working closely with other departments till the product reaches the customer and ensuring the best customer experience for the Lenskart Customer

Sales Orientation

Driving the sales of the store to meet the allocated targets
Developing a culture of high sales performance expectations, i.e., Sales Leadership

People development

(Talent Management & Attrition Control)

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 team members
Evaluating the training needs of store associates and working closely with the academy team to execute the developmental plan
Understanding the reasons for attrition and taking measures to control it
Roster Management: Scheduling the teams shift timings to meet the stores business needs and demands

Cash & Inventory management

Monitoring cash reconciliation to ensure there is no mismatch of store funds
Ensuring the availability of required merchandise and services
Conducting stocktakes / Inventory reconciliation regularly
Ensuring the staff at the store level has a basic understanding of the POS System to ensure transactions are properly and effectively processed
Performing the necessary quality checks for the new products

SOP, Store upkeep & maintenance

Ensuring that all SOPs for retail are implemented successfully and adhered to by store employees
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

Preferred candidate profile

Graduate degree required; MBA or retail management specialization preferred
58 years of experience in retail or service industry, with at least 2 years in a leadership role
Proven track record of delivering strong business and customer outcomes