Store Director

JOB DESCRIPTION-STORE DIRECTOR

Title Store Director

Reporting to Area Operations Manager

Skip Level CH/Zonal Manager

About Lenskart

With a mission to give India a vision, Lenskart.com is India's fastest-growing eyewear company. Lenskart's products include prescription eyewear, branded contact lenses, and sunglasses, all of which are customized to the customers specific eye powers.

About the Role

The Store Director is the business leader of the store, responsible for driving sales, ensuring operational excellence, delivering an outstanding customer experience, and building a high-performing team. This role combines strategic thinking with hands-on execution to make the store a benchmark for performance, customer delight, and brand representation.

Responsibilities

Area 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

Personal attributes & competencies

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 outcomesRole & responsibilities

Preferred candidate profile