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.

KEY RESPONSIBILITIES

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 desk.

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 team.

Difficult Customer Handling

Manage irate or highly dissatisfied customers with empathy, patience, and solution orientation.

De-escalate tense situations through active listening and calm, composed communication.

Exercise judgment on goodwill gestures (replacement, priority service, escalation) within authorized limits.

Store Experience & CRM Operations

Maintain store ambience, queue management, and signage in the customer-facing zone.

Capture customer feedback (NPS, in-store forms) and share weekly insights with the store team.

Track daily footfall, walk-in-to-conversion ratios, and complaint resolution metrics.

Coordinate with the post-sales and fulfilment team for order status updates and delivery queries.

WHAT WE'RE LOOKING FOR

Must-Have

1–4 years of experience in customer-facing roles — hospitality (hotel front desk, concierge), premium retail, airport lounge, or mall guest services.

Demonstrated ability to handle difficult, unhappy, or demanding customers with composure and empathy.

Fluency in Kannada and English; Hindi is a strong advantage.

Warm, approachable personality with a solution-first and ownership mindset.

Graduate in any discipline.

Good to Have

Background from premium malls (UB City, Phoenix, Palladium), 5-star hotel front desks (Taj, Oberoi, Leela), or airport lounges (Encalm, Plaza Premium).

Familiarity with CRM tools, complaint ticketing systems, or basic store management software.

Prior exposure to eyewear, healthcare retail, or regulated product categories.

Comfort with basic data entry — logging complaints, updating resolution status, sharing daily reports.

CORE COMPETENCIES

Customer Empathy

Acknowledges emotions before jumping to solutions; makes every customer feel heard and respected.

Conflict De-escalation

Stays calm under pressure; reframes complaints into resolvable problems without getting defensive.

Service Ownership

Does not pass the buck; sees every complaint through to closure personally.

Communication

Clear, polite, and confident in both Kannada and English; adapts tone to the customer.

Attention to Detail

Notices potential service gaps proactively and addresses them before they escalate.

Adaptability

Maintains service quality consistently across high-footfall peak hours and quieter periods.