Head of Retail

LENSKARTJob DescriptionRetail LeaderMission BriefLenskart's offline retail network is one of the largest and fastest-scaling in the world — thousands of stores across metros, Tier 2/3 India, and international markets, staffed by tens of thousands of frontline team members. This role owns a defined slice of that network.You will build the operating discipline that lets every store under your charge deliver a consistent, premium, tech-enabled customer experience, while driving revenue and profitability with rigor. This is a P&L-owning, people-leading, systems-thinking role — for leaders who see retail not as a set of stores but as a network that gets smarter with every data point.Core Mandate1. P&L Ownership & Revenue GrowthRevenue Ownership: Own the end-to-end P&L for the assigned store network — revenue, margin, and store-level profitability across company-owned and franchise stores.Planning: Build and execute the network's strategic business plan, Annual Operating Plan, and financial forecasts, aligned to the broader retail strategy.Performance Management: Track footfall conversion, ATV, ABS, NPS, repeat rate, and store-level profitability through real-time dashboards to drive decisions at speed.Turnaround: Diagnose underperforming stores, identify root causes, and drive rapid turnaround plans — including restructuring or exits where required.Growth: Identify and execute expansion opportunities within the network — new store openings, mall/high-street partnerships, and franchise collaborations.2. Retail Operations & Customer ExperienceOperational Excellence: Establish and drive best-in-class store operating standards — opening/closing SOPs, visual merchandising, inventory management, and customer service protocols.Experience Ownership: Be the single point of accountability for how every store in the network feels — ensuring a consistent, premium brand experience across metros, Tier 2, and Tier 3 markets.Tech-Enabled Retail: Drive adoption of Lenskart's retail technology stack — virtual try-on, AI-powered lens recommendations, computer vision-based eye testing, and omnichannel (online-to-offline, BOPIS) — to make every store visit smarter and more personalized.Eye Test Quality: Ensure eye tests across the network meet the highest standards of accuracy, patient care, and regulatory compliance.Insight-Led Iteration: Act on customer feedback, mystery shopping audits, and real-time NPS data to continuously elevate the in-store experience.3. Cost & Efficiency ManagementCost Discipline: Maintain operational costs within budget while optimizing manpower costs across the network.Inventory Control: Implement inventory control mechanisms to minimize shrinkage and pilferage.Automation: Champion process automation — POS optimization, AI-driven CRM, smart queue management — to boost in-store efficiency.4. People Leadership & CultureTalent Development: Lead, mentor, and develop Area/Cluster/Zonal Managers, Store Managers, and frontline teams — building a leadership pipeline and succession bench.Hiring & Retention: Build a world-class retail talent pipeline through structured hiring, onboarding, L&D, and career pathing that retains top performers.Culture: Foster a high-performance, customer-first culture with clear accountability, recognition frameworks, and incentive structures; reduce attrition through strong ground-level connect.Alignment: Embed the Lenskart Way into every aspect of retail execution — agility, ownership, and customer obsession — while aligning network-level goals to the broader retail strategy.5. Cross-Functional ImpactCross-Functional Partnership: Partner with Marketing on hyperlocal campaigns and store activations; collaborate with Product, Tech, and Supply Chain to ensure inventory availability, assortment planning, and in-store tech deployment.Representation: Represent the retail network in leadership reviews and, at senior scope, in broader business discussions.Qualifications & SkillsExperience: 7+ years of progressive leadership experience in offline/physical retail, with direct P&L accountability — multi-unit, multi-city (and ideally multi-geography) operations. Seniority and scope expand with the size of the portfolio.Technical Fluency: Strong comfort with data, real-time dashboards, and tech-enabled retail operations; ability to think in systems and demand data-driven outcomes from teams.Leadership: Strong P&L management, people leadership, and the ability to translate broader business strategy into ground-level execution.Mindset: Customer-centric mindset, agility in a fast-paced high-growth environment, and willingness to travel extensively across the assigned network.Education: MBA from a Tier 1 institution preferred. Backgrounds in organized retail, D2C, QSR, fashion, or lifestyle brands are a strong plus.Why Join Us?Lead a critical piece of one of India's largest and fastest-growing offline retail networks, at the intersection of physical retail and AI-driven technology. Lenskart is a founder-led, newly-listed (NSE: LENSKART) company with a bias for speed and impact — decisions move fast here, and so does your career. Whether the mandate is a single circle or a national portfolio, you will be building the system that makes retail smarter, store by store.

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